Patient & Family Concierge (Casual) - High School Students

UPMC•Everett, PA

About The Position

UPMC Bedford is seeking a caring and compassionate high school student to join the Emergency Department as a casual Patient & Family Concierge. This role works rotating day and evening shifts and provides generalized, compassionate service and support to patients, families, visitors, and colleagues throughout the hospital. The Concierge helps create a positive experience and serves in a variety of capacities based on changing hospital needs, including destination coordination, environmental services, dietary services, patient transportation, telehealth cart setup, and supply and equipment management. The role remains focused on patient and guest satisfaction and quality of care from the first impression to the last. The position includes welcoming and directing patients and visitors, providing appropriate information while protecting patient confidentiality, maintaining assigned areas, assisting with meals and sanitation, transporting patients and materials, setting up and maintaining telehealth carts, and organizing and delivering supplies and equipment. The Concierge also answers unit phones, responds to call lights under Nursing Assistant/PCT direction, interacts with patients, rounds hourly, supports patient mobility as appropriate, and follows infection control, safety, mandatory reporting, and UPMC service standards. Access to medications is limited to distributing medication to the nurse.

Requirements

Must have the desire, drive, and compassion to provide an exceptional patient and family experience.
High school diploma, active enrollment in a High School/GED program, or one year of previous job experience in lieu of a high school diploma/GED.
Ability to follow written and verbal instructions.
Act 31 Child Abuse Reporting clearance with renewal.
Act 33 clearance with renewal.
Act 34 clearance with renewal.
Act 73 FBI Clearance with renewal.

Nice To Haves

High school students preferred.
Previous experience in health care or customer service is a plus but is not required.

Responsibilities

Greet patients and families and provide verbal directions and escort assistance to appropriate destinations.
Share appropriate patient information while respecting confidentiality and withholding restricted information.
Answer general questions about visiting hours, directions, package delivery, and hospital policies.
Issue courtesy parking discounts and free passes, provide patient scooters as needed, assist with parking cashier functions, validate patient parking, and track patient belongings upon admission.
Clean and organize assigned patient rooms and other areas, remove trash, empty linen hampers, replenish supplies, make beds, and change linens according to established procedures.
Inspect assigned areas and report maintenance problems to a supervisor.
Assemble and serve meals according to diet orders, menus, and patient or guest requirements; follow HACCP, food safety, sanitation, and equipment procedures.
Deliver and set up patient meal trays using the designated script to verify patient identification, and deliver other nourishment upon request.
Safely and accurately transport patients, patient-specific equipment, and lab specimens between designated areas.
Inspect, disinfect, and maintain transportation equipment; record transportation data; report activity status and abnormalities; and enter equipment repair requests.
Retrieve and set up telehealth carts for scheduled appointments, return carts to storage after cleaning and decontamination, and perform weekly cart and software testing, escalating concerns as appropriate.
Order and organize unit-specific supplies and equipment and deliver supplies, equipment, medication, and other materials to designated areas.
Stock patient rooms and supply areas, including med cards (no medications), Accucheck trays, phlebotomy/IV trays, and PPE.
Maintain refrigerator and temperature logs, check supply expiration dates, inventory pumps, and monitor supplies with supply chain management.
Depending on unit needs, monitor refrigerator temperatures, check kitchens for expired items, complete unit-specific logs, stock supplies, manage trays, and restock family lounge supplies.
Answer unit phones and transfer calls to appropriate staff.
Respond to call lights under Nursing Assistant/PCT direction, interact with patients, assess their needs, and round hourly.
Print and distribute daily plans of care and prompt patient mobility as appropriate, involving clinical staff when needed.
Maintain unit resources such as pamphlets and department contacts when required.
Follow hand hygiene and infection control procedures and mandatory reporting procedures for incidents or serious events affecting or potentially affecting patient care.
Exhibit UPMC Values and follow 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 clearly help patients understand how to navigate it.
Perform other duties as assigned and comply with system-wide competencies and behaviors.