Full-Time Patient & Family Concierge - Emergency Department

UPMC; Pittsburgh (Allegheny County); On-site; USD 35,000 - 45,000; Full time

Job summary

UPMC Shadyside is seeking Patient & Family Concierges to provide essential support within its Emergency Department. This full-time role involves assisting patients and families, managing supplies, and enhancing the overall patient experience. Applicants should possess a compassionate demeanor and readiness to work evening and night shifts.

Qualifications

• Compassionate service skills are essential.
• Ability to interact positively with patients and families.

Responsibilities

• Greet and assist patients and families.
• Manage supplies and equipment efficiently.
• Ensure cleanliness of assigned areas.

Job description

Join UPMC Shadyside’s Emergency Department!

• Patient & Family Concierges:Looking for Full-Time at 36 hours a week
  • Evening/Heavy night shifts (3:00pm/7:00pm start) or steady night shifts (7:00pm start), rotating weekends
• Unit:Emergency Department
• About UPMC Shadyside:A Magnet-designated teaching hospital with ongoing research and education

About the Role:

• Provide generalized, compassionate service and support to patients, families, and visitors
• Create and deliver a top-notch experience for patients, visitors, and colleagues
• Serve in various capacities across the hospital based on needs
• Assist with:
  • Patient and visitor destination coordination
  • Environmental services
  • Dietary services
  • Patient transport throughout the hospital
  • Supply and equipment management
  • Focus on patient and guest satisfaction and quality of care from first to last impression

About the Emergency Department:

• 50-bed unit specializing in high-acuity care
• Unique connection to UPMC Cancer Center, serving oncology patients from across the city and beyond
• Designated oncology area within the ED
• Comprehensive care for all patients, including triage desk and EMS arrivals
• 24-hour cardiac catheterization lab for STEMI cases
• Stroke center status
• Fast-paced, collaborative environment emphasizing rapid problem-solving

Responsibilities:

Destination Coordination:

• Greet and assist patients and families
• Provide directions and escort assistance
• Disseminate patient information while respecting confidentiality
• Issue parking discounts, free passes, and patient scooters
• Assist with parking cashier functions and validate patient parking
• Track patient belongings upon admission

Environmental Services:

• Clean and organize assigned areas (patient rooms, public areas, etc.)
• Replenish supplies as needed
• Make beds and change linens
• Report maintenance problems

Dietary Services:

• Assemble and serve meals according to diet orders
• Maintain food safety and quality
• Operate food service equipment
• Perform sanitation tasks
• Deliver and set up patient meal trays
• Transportation Services:
• Transport patients, equipment, and lab specimens safely and timely
• Inspect and disinfect transportation equipment
• Record transportation data
• Report transportation activities and maintenance issues

Supply & Equipment Management:

• Order and organize unit-specific supplies and equipment
• Deliver supplies and equipment to designated areas
• Stock patient rooms and supply areas
• Maintain refrigerator and temperature logs
• Monitor supply inventory and expiration dates

General:

• Answer unit phones and transfer calls
• Respond to call lights
• Interact with patients and assess needs
• Round hourly to ensure responsibilities are met
• Print and distribute daily plans of care
• Promote patient mobility
• Maintain resources like pamphlets and department contacts
• Adhere to hand hygiene and infection control procedures
• Follow mandatory reporting procedures
• Exhibit UPMC Values and key behaviors
• Document in medical records and comply with safety policies.