Patient & Family Concierge- Emergency Department

UPMC; Pennsylvania; On-site; USD 30,000 - 45,000; Full time

Job summary

UPMC McKeesport seeks a Patient and Family Concierge for the Emergency Department. This full-time role focuses on providing compassionate support to patients and families, ensuring a positive experience throughout their hospital visit. Responsibilities include coordinating, organizing, and assisting with various services, all while upholding the highest standards of patient care.

Qualifications

• Experience in customer service or patient interaction preferred.
• Ability to handle sensitive information with confidentiality.
• Willingness to work in a fast-paced, diverse environment.

Responsibilities

• Provide support to patients, families, and visitors during their hospital stay.
• Coordinate destination and assist with patient information.
• Maintain cleanliness and organization in assigned areas.

Skills

Compassionate service

Communication

Organizational skills

Attention to detail

Job description

UPMC McKeesport is looking for a Patient and Family Concierge to support the Emergency Department! This position is Full-Time, and candidates must be willing to work weekends.

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. Above all, the Concierge 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:

• Organizes all assigned areas and patient-specific equipment following established procedures.
• Replenishes supplies as needed.
• Inspects and ensures that all assigned areas are properly cleaned and in good repair, reporting any maintenance problems to a supervisor.

Dietary Services:

• 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 other nourishments to patients upon request.
• Follows all safety and sanitation regulations.

Transportation Services:

• Transports 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.
• 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.

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.
• 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.
• *Performs in accordance with system-wide competencies/behaviors.*Performs other duties as assigned.