Patient & Family Concierge

UPMC•New Castle, PA

8d•Onsite

About The Position

UPMC Jameson is hiring a part-time Patient & Family Concierge to join the 3200 General Surgery Team! This opportunity is perfect for someone who thrives on creating exceptional experiences for patients, families, and visitors. If you are passionate about service, energized by variety, and committed to making others feel supported and at ease, this role offers the chance to make a meaningful impact every single day. Final candidates will be placed within the appropriate role on the career ladder based on education, experience, and manager discretion at the time of offer. 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.

Nice To Haves

Previous experience in health care or customer service is a plus, but not required.

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.
Retrieves and sets up telehealth carts when notified by designated staff.
Returns telehealth carts to appropriate storage location clean and decontaminated after use.
Performs weekly testing of the telehealth cart and software to ensure functionality and escalates concerns.
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.
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.
Maintains resources like pamphlets, department contacts, etc. (depending upon unit).
Adheres to hand hygiene and infection control procedures on a consistent basis when interacting with customers.
Responsible for following mandatory reporting procedures for any incident or serious event that did affect or potentially could have affected the care of any patient.
Exhibits 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 to medications is limited to the distribution of the medication to the nurse.
Stays informed on navigation and usability of UPMC Patient Portal; confidently and clearly communicates what patients need to know to navigate the Portal to ensure a smooth experience and continued access to health information and care services.
Performs in accordance with all other system-wide competencies/behaviors.
Performs other duties as assigned.