Patient & Family Concierge, Senior - 5E Acute Care/Trauma Stepdown - PT Days

UPMC•Williamsport, PA

9h•Onsite

About The Position

The Patient & Family Concierge, Senior is responsible for providing generalized, compassionate service and support to patients, families, and visitors during their stay within the hospital. The core goal of the Concierge, Senior is to create and deliver a top-notch experience for patients, visitors, and colleagues. The Concierge, Senior will serve in a variety of capacities across the hospital based on ever-changing needs. In the course of the day, the Concierge, Senior may assist with patient and visitor destination coordination, environmental services, dietary, patient transport throughout the hospital, supply and equipment management, and administrative support. Above all, the Concierge, Senior will remain focused on patient and guest satisfaction and quality of care from first to last impression.

Requirements

High School diploma OR one year of previous job experience required in lieu of HS Diploma/GED.
6 months of experience as a Patient & Family Concierge or equivalent
Demonstrated competency in all responsibilities of Patient & Family Concierge role
Ability to follow written and verbal instructions
Act 34

Nice To Haves

Internal promotions to this level are based on the discretion of the business unit’s assessment of employee performance
Completion of 1 annual contribution from these options: hospital/department committee participation, participation in departmental project, peer interviewer, onboarding/precepting of other Experience Concierges

Responsibilities

Greets patients and families warmly and positively, providing verbal direction and escort assistance to visitors and patients to ensure their arrival at the appropriate destination.
Disseminates patient information to visitors as appropriate while respecting patient confidentiality and withholding restricted information.
Serves as a reference source for visiting hours, general directions, package delivery, and general hospital policies.
Issues courtesy parking discounts and free passes when appropriate.
Issues patient scooters to patients and visitors as needed.
Assists with parking cashier functions and validates patient parking.
Establishes tracking of patient belongings upon admission.
Cleans, removes trash from, empties linen hampers, and organizes all assigned areas, including patient rooms, public areas, toilets, procedure rooms, offices, and patient-specific equipment, following established procedures.
Replenishes supplies as needed.
Makes beds and changes bed linens following established cleaning procedures in all assigned patient discharge rooms and on-call rooms.
Inspects and ensures that all assigned areas are properly cleaned and in good repair, reporting any maintenance problems to a supervisor.
Assembles and serves meals according to diet orders, menus, and patient or guest specific requirements.
Maintains food safety and quality by applying HACCP principles throughout service.
Adheres to department procedures regarding the operation of all food service equipment.
Performs sanitation in accordance with departmental procedures and health department guidelines.
Delivers and sets up patient meal trays using the designated department script to ensure proper patient identification.
Delivers other nourishments to patients upon request.
Follows all safety and sanitation regulations.
Transports patients and patient-specific equipment, and lab specimens using prescribed vehicles between patient units, treatment centers, and other designated areas safely, timely, and accurately.
Performs inspections and disinfecting procedures on transportation equipment utilized by the department.
Records transportation data electronically in the Transport Tracking System and/or manually on appropriate forms and logs utilized by the department.
Reports the status of transportation activities and abnormal activities to a supervisor.
Enters requests for equipment repairs into the online portal as maintenance issues are identified.
Inspects and disinfects transportation equipment.
Orders unit specific supplies and equipment, ensuring adequate and appropriate quantities.
Organizes supply room.
Delivers supplies, equipment, medication and other materials to the patient units, and other designated areas safely, timely, and accurately.
Stocks patient room, supply areas, med cards (no medications), Accucheck trays, phlebotomy/IV trays, PPE, and more.
Maintains refrigerator and temperature logs and checks all expiration dates on supplies.
Inventories pumps (SCDs, IV, etc.) in patient rooms and removes if not needed.
Monitors supply inventory and expiration date in collaboration with supply chain management.
Completes department administrative functions.
Coordinates patient tests and procedures, scheduling patient transports, and completing errands.
Responds to telephone calls, providing courteous service to all internal and external callers.
Orders and maintains CyraCom equipment.
Prints report sheets.
Assigns Responder 5 and phones.
Builds and maintains patient charts.
Files papers to patient chart.
Manages auto-print reports, including OR schedule.
Updates Bedboards per unit standards and communicates changes to appropriate staff as needed.
Enters and communicates physician orders timely and accurately.
Places work order or otherwise contacts Biotronics for malfunctioning equipment.
Prints chart copy upon request.
Completes patient admissions, discharges, and transfers through electronic health record.
Orders parking passes and cashier functions on demand.
Requests transport in teletracking, prints ticket to ride.
Records transportation data.
Checks crash carts including fire equipment and defibrillators as appropriate.
Distributes patient and unit mail.
Performs unit audits as directed.
Initiates quiet time or monitors noise levels.
Answers unit phones and transfers to appropriate staff.
Responds to call lights under Nursing Assistant/PCT direction.
Interacts and socializes with patients and assesses patient needs.
Rounds hourly to ensure all areas of responsibility are met satisfactorily.
Prints and distributes daily plans of care.
Prompts patient mobility as appropriate, involving the appropriate clinical staff as needed.
Monitors the unit’s patient list in Epic for Telehealth Cart Task (visible in the Telehealth Cart Request column).
Communicates with remote specialty provider via secure chat to coordinate timing of cart delivery.
Delivers or designates a team member (PFC) to deliver, the cart to the appropriate patient room and initiate telemedicine visits at the patient’s bedside by connecting the telemedicine provider(s) to the patient via two-way audio and video technology.
Once consult visit complete closes worklist items in Epic.
Returns to storage area, plugs in and decontaminates.
Performs weekly testing of the Telehealth consult cart hardware and software to ensure it is functioning as expected and escalates concerns to the IT Telemedicine department.