Patient & Family Concierge - Post Surgical Unit (Harrisburg Hospital)

UPMC•Harrisburg, PA

5d•Onsite

About The Position

The Patient & Family Concierge provides compassionate, generalized service and support to patients, families, visitors, and colleagues during their hospital stay. The role focuses on creating a high-quality patient and guest experience and adapts to changing needs across the hospital. Duties may span visitor navigation, environmental services, dietary support, patient transport, supply and equipment management, and administrative support, with an ongoing focus on patient and guest satisfaction and quality of care. The position supports a post-surgical unit by greeting and assisting patients and visitors, maintaining assigned spaces, preparing and delivering meals, transporting patients and equipment, managing supplies, completing unit administrative tasks, and responding to patient and unit needs. It also coordinates and facilitates bedside telemedicine visits, including delivery, setup, testing, and decontamination of the telehealth cart.

Requirements

Must have the desire, drive, and compassion to provide an exceptional patient and family experience at all times.
High school diploma or one year of previous job experience in lieu of a high school diploma/GED.
Six months of experience as a Patient & Family Concierge or equivalent.
Demonstrated competency in all responsibilities of the Patient & Family Concierge role.
Ability to follow written and verbal instructions.
Act 34 clearance.

Nice To Haves

Completion of one annual contribution through hospital or department committee participation, participation in a departmental project, serving as a peer interviewer, or onboarding/precepting other Experience Concierges. This is listed as a qualification; internal promotions to this level are based on the business unit’s assessment of employee performance.

Responsibilities

Greet patients and families, provide directions and escort assistance, share appropriate general and patient information while protecting confidentiality, answer questions about hospital services and policies, and issue parking discounts or passes and patient scooters as appropriate.
Assist with parking cashier functions, validate patient parking, and track patient belongings upon admission.
Clean and organize assigned patient rooms, public areas, toilets, procedure rooms, offices, and patient-specific equipment; remove trash, empty linen hampers, replenish supplies, make beds, change linens, and report maintenance problems.
Assemble and serve meals according to diet orders, menus, and individual requirements; follow food safety, HACCP, equipment-operation, sanitation, and patient-identification procedures; deliver meals and other nourishments.
Transport patients, patient-specific equipment, and lab specimens safely and promptly; inspect and disinfect transportation equipment, record transportation activity, report status or abnormal activity, and submit repair requests.
Order, organize, deliver, and stock unit supplies and equipment; maintain logs and check expiration dates; inventory pumps and monitor supply inventory in collaboration with supply chain management.
Perform unit-specific support tasks as needed, such as monitoring refrigerator temperatures, checking kitchens for expired items, completing logs, stocking supplies, delivering or removing trays, restocking family lounges, ordering office supplies, and supporting physician consults.
Complete administrative functions, including coordinating tests and procedures, scheduling transports, running errands, responding to calls, maintaining CyraCom equipment, printing reports, assigning phones and Responder 5, maintaining charts, filing documents, managing auto-print reports, and updating bedboards.
Enter and communicate physician orders, place work orders or contact Biotronics for malfunctioning equipment, print chart copies, complete admissions, discharges, and transfers in the electronic health record, arrange parking passes, request transports in TeleTracking, and complete related records.
Check crash carts and related fire equipment and defibrillators as appropriate; distribute mail; perform unit audits; and initiate or monitor quiet time and noise levels.
Answer unit phones and route calls, respond to call lights under Nursing Assistant/PCT direction, interact with patients and assess needs, round hourly, distribute daily plans of care, and prompt patient mobility with clinical staff as appropriate.
Maintain unit resources and, depending on the unit, conduct audits or tracers and update department bulletin boards.
Follow hand hygiene, infection control, and mandatory incident-reporting procedures; limit medication access to distribution of medication to a nurse.
Demonstrate UPMC Values and UPMC Experience behaviors, including AIDET + The Promise, the 10-5 Rule, Escort Don’t Direct, and Own Your Zone.
Stay informed about the UPMC Patient Portal and explain how patients can navigate it to access health information and care services.
Monitor Epic for Telehealth Cart Tasks, coordinate timing with remote specialty providers through secure chat, deliver or arrange delivery of the cart, initiate bedside telemedicine visits using two-way audio and video, close worklist items after the visit, return and decontaminate the cart, conduct weekly hardware and software tests, and escalate issues to the IT Telemedicine department.