Patient & Family Concierge - PACU - West Shore

UPMC • Mechanicsburg, PA

13h • Onsite

About The Position

This position is a Casual/Per Diem role requiring 36 hours over a 6-week timeframe, with rotating Day/Evening shifts. The Patient & Family Concierge plays a crucial role in ensuring an exceptional patient and family experience by coordinating various services and maintaining a supportive environment.

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

• Destination Coordination: Greets patients and families, provides directions and escort assistance, disseminates patient information while respecting confidentiality, serves as a reference for hospital policies, issues parking discounts and passes, issues patient scooters, assists with parking cashier functions, validates patient parking, and tracks patient belongings.
• Environmental Services: Cleans and organizes assigned areas including patient rooms, public areas, and offices; removes trash and empties linen hampers; replenishes supplies; makes beds and changes linens; inspects areas for cleanliness and repairs, reporting maintenance issues.
• Dietary Services: Assembles and serves meals according to diet orders and patient requirements; maintains food safety and quality using HACCP principles; adheres to food service equipment procedures; performs sanitation according to guidelines; delivers meal trays using a designated script for patient identification; delivers other nourishments; follows safety and sanitation regulations.
• Transportation Services: Transports patients, equipment, and lab specimens between units and treatment centers; performs inspections and disinfecting of transportation equipment; records transportation data; reports status and abnormal activities to a supervisor; enters equipment repair requests; inspects and disinfects transportation equipment.
• Telehealth Cart Retrieval and Set Up: Retrieves and sets up telehealth carts in patient rooms for scheduled appointments; returns carts to storage, cleans, and decontaminates them; performs weekly testing of telehealth carts and software, escalating concerns.
• Supply & Equipment Management: Orders unit-specific supplies and equipment; organizes supply rooms; delivers supplies, equipment, and materials; stocks patient rooms, supply areas, med cards, trays, and PPE; maintains refrigerator and temperature logs; checks supply expiration dates; inventories and removes unneeded pumps; monitors supply inventory and expiration dates; may also monitor refrigerator temperatures, check kitchens for expired items, complete logs, stock, deliver/remove trays, and freshen/restock supplies in family lounges.
• General: Answers unit phones and transfers calls; responds to call lights under Nursing Assistant/PCT direction; interacts with patients and assesses needs; rounds hourly; prints and distributes daily plans of care; prompts patient mobility; maintains resources like pamphlets and department contacts; adheres to hand hygiene and infection control procedures; follows mandatory reporting procedures; exhibits UPMC Values and Experience key behaviors; has limited access to medications for distribution to nurses; stays informed on UPMC Patient Portal navigation and usability to assist patients.
• Performs in accordance with all other system-wide competencies/behaviors.
• Performs other duties as assigned.

What This Job Offers

• Career Level: Entry Level
• Education Level: High school or GED