Purpose:
The Patient & Family Concierge, Senior 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, Senior is to create and deliver a top-notch experience for patients, visitors, and colleagues. The Concierge, Senior will serve in a variety of capacities across the hospital based on ever-changing needs. In the course of the day, the Concierge, Senior may assist with patient and visitor destination coordination, environmental services, dietary, patient transport throughout the hospital, supply and equipment management, and administrative support. Above all, the Concierge, Senior will remain focused on patient and guest satisfaction and quality of care from first to last impression.
Responsibilities:
Destination Coordination: 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.
Environmental Services: 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.
Dietary Services: 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.
Transportation Services: 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.
Supply & Equipment Management: 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. Depending on unit need, may also: monitor refrigerator temperatures, check kitchens for expired items, complete additional unit-specific logs and stock, deliver and remove trays, routinely freshen and restock supplies in family lounge, order unit supplies (office supplies, etc.), MD consults.
Administrative Support: Completes department administrative functions. Coordinates patient tests and procedures, scheduling patient transports, and completing errands. Responds to telephone calls, providing courteous service to all internal and external callers. Orders and maintains CyraCom equipment. Prints report sheets. Assign Responder 5 and phones. Build and maintains patient charts. Files papers to patient chart. Manages auto-print reports, including OR schedule. Updates Bedboards per unit standards and communicates changes to appropriate staff as needed. Enters and communicates physician orders timely and accurately. Places work order or otherwise contacts Biotronics for malfunctioning equipment. Prints chart copy upon request. Completes patient admissions, discharges, and transfers through electronic health record. Orders parking passes and cashier functions on demand. Requests transport in teletracking, prints ticket to ride. Records transportation data. Checks crash carts including fire equipment and defibrillators as appropriate. Distributes patient and unit mail. Performs unit audits as directed. Initiates quiet time or monitors noise levels.
General: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 Depending upon unit, may maintain resources like pamphlets, department contacts, etc. Depending upon unit, may complete DOH POC audits, hand hygiene audits, TJC environment tracers, and updating both patient & non-patient facing department bulletin boards.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. Access to medications is limited to the distribution of the medication to the nurse.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. 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.
Telehealth Consults and Cart Retrieval: Monitor the unit?s patient list in Epic for Telehealth Cart Task (visible in the Telehealth Cart Request column). Communicate with remote specialty provider via secure chat to coordinate timing of cart delivery. Deliver or designate a team member (PFC) to deliver, the cart to the appropriate patient room and initiate telemedicine visits at the patient?s bedside by connecting the telemedicine provider(s) to the patient via two-way audio and video technology. Once consult visit complete close worklist items in Epic. Return to storage area, plug in and decontaminate. Perform weekly testing of the Telehealth consult cart hardware and software to ensure it is functioning as expected and escalate concerns to the IT Telemedicine department
Must have the desire, drive, and compassion needed to provide an exceptional patient and family experience at all timesHigh School diploma OR one year of previous job experience required in lieu of HS Diploma/GED.6 months of experience as a Patient & Family Concierge or equivalentDemonstrated competency in all responsibilities of Patient & Family Concierge roleInternal promotions to this level are based on the discretion of the business unit?s assessment of employee performanceCompletion of 1 annual contribution from these options: hospital/department committee participation, participation in departmental project, peer interviewer, onboarding/precepting of other Experience ConciergesAbility to follow written and verbal instructions
Licensure, Certifications, and Clearances:
Act 34
UPMC is an Equal Opportunity Employer/Disability/Veteran
