Patient & Family Concierge - Senior Emergency Department, Night Shift

UPMC; Monroeville (Allegheny County); On-site; USD 40,000 - 50,000; Full time

Job summary

UPMC East is seeking a compassionate Patient and Family Concierge, Senior to support the Emergency Department. This full-time role involves providing excellent service to patients, families, and visitors. Key responsibilities include coordination of patient movements, support in cleaning and dietary duties, and conducting administrative tasks. Working primarily during the night shift, the role aims to enhance patient satisfaction and quality care throughout their hospital experience.

Qualifications

• Strong interpersonal skills to interact with patients and families.
• Ability to adhere to health and hygiene standards.

Responsibilities

• Greet patients and families warmly and provide directions.
• Assist in cleaning and organizing assigned areas.
• Transport patients and manage supply inventory.
• Perform administrative duties and coordinate patient procedures.

Skills

Compassionate service

Patient interaction

Communication

Cleanliness

Organizational skills

Job description

UPMC East is looking for a Patient and Family Concierge, Senior to support the Emergency Department!

This position is Full-Time, and candidates must be willing to 3 12s per week, working steady night shifts.

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 is to create and deliver a top-notch experience for patients, visitors, and colleagues. The Concierge, Senior will serve in various capacities across the hospital based on ever-changing needs, focusing on patient and guest satisfaction and quality of care from first to last impression.

Responsibilities:

Destination Coordination:

• Greet patients and families warmly and positively.
• Provide verbal direction and escort assistance to visitors and patients.
• Disseminate patient information to visitors while respecting confidentiality.
• Serve as a reference source for visiting hours, general directions, package delivery, and hospital policies.
• Issue courtesy parking discounts and free passes when appropriate.
• Issue patient scooters to patients and visitors as needed.
• Assist with parking cashier functions and validate patient parking.
• Establish tracking of patient belongings upon admission.

Environmental Services:

• Clean, remove trash, empty linen hampers, and organize all assigned areas.
• Replenish supplies as needed.
• Make beds and change bed linens following established cleaning procedures.
• Inspect and ensure all assigned areas are properly cleaned and in good repair.
• Report any maintenance problems to a supervisor.

Dietary Services:

• Assemble and serve meals according to diet orders, menus, and patient or guest requirements.
• Maintain food safety and quality by applying HACCP principles.
• Adhere to department procedures regarding the operation of food service equipment.
• Perform sanitation in accordance with departmental procedures and health department guidelines.
• Deliver and set up patient meal trays using the designated department script.
• Deliver other nourishments to patients upon request.
• Follow all safety and sanitation regulations.

Transportation Services:

• Transport patients, patient-specific equipment, and lab specimens using prescribed vehicles.
• Perform inspections and disinfecting procedures on transportation equipment.
• Record transportation data electronically and manually.
• Report the status of transportation activities and abnormal activities to a supervisor.
• Enter requests for equipment repairs into the online portal.
• Inspect and disinfect transportation equipment.

Supply & Equipment Management:

• Order unit-specific supplies and equipment.
• Organize supply room.
• Deliver supplies, equipment, medication, and other materials to patient units and designated areas.
• Stock patient rooms, supply areas, med carts (no medications), Accucheck trays, phlebotomy/IV trays, PPE, and more.
• Maintain refrigerator and temperature logs and check expiration dates on supplies.
• Inventory pumps (SCDs, IV, etc.) in patient rooms and remove if not needed.
• Monitor supply inventory and expiration dates 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:

• Complete department administrative functions.
• Coordinate patient tests and procedures, schedule patient transports, and complete errands.
• Respond to telephone calls, providing courteous service to all internal and external callers.
• Order and maintain CyraCom equipment.
• Print report sheets.
• Assign Responder 5 and phones.
• Build and maintain patient charts.
• File papers to patient chart.
• Manage auto-print reports, including OR schedule.
• Update Bedboards per unit standards and communicate changes to appropriate staff.
• Enter and communicate physician orders timely and accurately.
• Place work orders or contact Biotronics for malfunctioning equipment.
• Print chart copies upon request.
• Complete patient admissions, discharges, and transfers through electronic health record.
• Order parking passes and cashier functions on demand.
• Request transport in teletracking, print ticket to ride.
• Record transportation data.
• Check crash carts including fire equipment and defibrillators as appropriate.
• Distribute patient and unit mail.
• Perform unit audits as directed.
• Initiate quiet time or monitor noise levels.

General:

• Answer unit phones and transfer to appropriate staff.
• Respond to call lights under Nursing Assistant/PCT direction.
• Interact and socialize with patients and assess patient needs.
• Round hourly to ensure all areas of responsibility are met satisfactorily.
• Print and distribute daily plans of care.
• Prompt 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 update both patient & non-patient facing department bulletin boards.
• Adhere to hand hygiene and infection control procedures consistently when interacting with customers.
• Follow 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.
• Exhibit UPMC Values and practice UPMC Experience key behaviors (AIDET + The Promise, 10-5 Rule, Escort Don’t Direct, Own Your Zone) when performing all job responsibilities.
• Perform in accordance with all other system-wide competencies/behaviors.
• Perform other duties as assigned.