Patient & Family Concierge - ICU - Hanover

UPMC•Hanover, PA

7h•Onsite

About The Position

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

Requirements

Must have the desire, drive, and compassion needed to provide an exceptional patient and family experience at all times.
High School diploma OR active High School/GED program enrollment OR one year of previous job experience required in lieu of HS Diploma/GED.
Ability to follow written and verbal instructions.
Act 34 Clearance.

Nice To Haves

Previous experience in health care or customer service.

Responsibilities

Provide generalized, compassionate service and support to patients, families, and visitors during their stay within the hospital.
Create and deliver a top-notch experience for patients, visitors, and colleagues.
Serve in a variety of capacities across the hospital based on ever-changing needs.
Assist with patient and visitor destination coordination.
Assist with environmental services.
Assist with dietary services.
Assist with patient transport throughout the hospital.
Assist with supply/equipment management.
Remain focused on patient and guest satisfaction and quality of care from first to last impression.
Greet patients and families warmly and positively.
Provide verbal direction and escort assistance to visitors and patients to ensure their arrival at the appropriate destination.
Disseminate patient information to visitors as appropriate while respecting patient confidentiality and withholding restricted information.
Serve as a reference source for visiting hours, general directions, package delivery, and general hospital policies.
Issue courtesy parking discounts and free passes when appropriate.
Issue patient scooters to patients and visitors as needed.
Assist with parking cashier functions and validate patient parking.
Establish tracking of patient belongings upon admission.
Clean, remove trash from, empty linen hampers, and organize all assigned areas, including patient rooms, public areas, toilets, procedure rooms, offices, and patient-specific equipment, following established procedures.
Replenish supplies as needed.
Make beds and change bed linens following established cleaning procedures in all assigned patient discharge rooms and on-call rooms.
Inspect and ensure that all assigned areas are properly cleaned and in good repair, reporting any maintenance problems to a supervisor.
Assemble and serve meals according to diet orders, menus, and patient or guest specific requirements.
Maintain food safety and quality by applying HACCP principles throughout service.
Adhere to department procedures regarding the operation of all food service equipment.
Perform sanitation in accordance with departmental procedures and health department guidelines.
Deliver and set up patient meal trays using the designated department script to ensure proper patient identification.
Deliver other nourishments to patients upon request.
Follow all safety and sanitation regulations.
Transport patients and patient-specific equipment, and lab specimens using prescribed vehicles between patient units, treatment centers, and other designated areas safely, timely, and accurately.
Perform inspections and disinfecting procedures on transportation equipment utilized by the department.
Record transportation data electronically in the Transport Tracking System and/or manually on appropriate forms and logs utilized by the department.
Report the status of transportation activities and abnormal activities to a supervisor.
Enter requests for equipment repairs into the online portal as maintenance issues are identified.
Inspect and disinfect transportation equipment.
Retrieve the telehealth cart and set up in the patient’s room at the designated appointment time when notified by PFC Sr, PFC Lead, RN or other designated staff member.
Return cart to appropriate storage location clean and decontaminate once telehealth visit is completed.
Perform weekly testing of the telehealth cart and software to ensure that it is functioning as expected.
Escalate concerns to appropriate unit leader regarding telehealth cart functionality.
Order unit specific supplies and equipment, ensuring adequate and appropriate quantities.
Organize supply room.
Deliver supplies, equipment, medication and other materials to the patient units, and other designated areas safely, timely, and accurately.
Stock patient room, supply areas, med cards (no medications), Accucheck trays, phlebotomy/IV trays, PPE, and more.
Maintain refrigerator and temperature logs and check all expiration dates on supplies.
Inventory pumps (SCDs, IV, etc.) in patient rooms and remove if not needed.
Monitor supply inventory and expiration date in collaboration with supply chain management.
Monitor refrigerator temperatures (depending on unit need).
Check kitchens for expired items (depending on unit need).
Complete additional unit-specific logs and stock (depending on unit need).
Deliver and remove trays (depending on unit need).
Routinely freshen and restock supplies in family lounge (depending on unit need).
Answer unit phones and transfer to appropriate staff.
Respond to call lights under Nursing Assistant/PCT direction.
Interact and socialize with patients and assess patient needs.
Round hourly to ensure all areas of responsibility are met satisfactorily.
Print and distribute daily plans of care.
Prompt patient mobility as appropriate, involving the appropriate clinical staff as needed.
Maintain resources like pamphlets, department contacts, etc. (depending upon unit).
Adhere to hand hygiene and infection control procedures on a consistent basis when interacting with customers.
Follow mandatory reporting procedures for any incident or serious event that did affect or potentially could have affected the care of any patient.
Exhibit UPMC Values and practices UPMC Experience key behaviors (AIDET + The Promise, 10-5 Rule, Escort Don’t Direct, Own Your Zone) when performing all job responsibilities.
Access medications limited to the distribution of the medication to the nurse.
Stay informed on navigation and usability of UPMC Patient Portal.
Confidently and clearly communicate what patients need to know to navigate the Portal to ensure a smooth experience and continued access to health information and care services.
Perform in accordance with all other system-wide competencies/behaviors.
Perform other duties as assigned.