Patient & Family Concierge Job at UPMC, Everett, PA

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  • UPMC
  • Everett, PA

Job Description

Patient & Family Concierge Location Everett, PA :

Job ID: 6023682049 Status: Casual Regular/Temporary: Limited Shift: Day Job Facility: UPMC Bedford Memorial Department: Emergency Dept Location: 10455 Lincoln Hwy, Everett, PA Union Position: No Salary Range: $ 16.54-25.07 USD

Purpose: The Patient & Family Concierge is responsible for providing generalized, compassionate service and support to patients, families, and visitors during their stay in the hospital. The core goal of the Concierge is to create and deliver a top-notch experience for patients, visitors, and colleagues. The Concierge will serve in a variety of capacities across the hospital based on ever-changing needs. In the course of the day, the Concierge may assist with patient and visitor destination coordination, environmental services, dietary, patient transport throughout the hospital, and supply/equipment management. 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: 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 by 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 pump (SCDs, IV, etc.) in patient rooms and remove 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, and routinely freshen and restock supplies in the 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 the unit may maintain resources like pamphlets, department contacts, etc. Adheres to hand hygiene and infection control procedures consistently 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 by all other system-wide competencies/behaviors.*Performs other duties as assigned.

Qualifications:

  • 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 place of HS Diploma/GED.
  • Previous experience in health care or customer service is a plus, but not required.
  • Ability to follow written and verbal instructions.

    Licensure, Certifications, and Clearances:

  • Basic Life Support (BLS)
  • Act 31 Child Abuse Reporting
  • Act 33 with renewal
  • Act 34 with renewal
  • Act 73 FBI Clearance with Renewal

UPMC is an Equal Opportunity Employer/Disability/Veteran

BENEFITS AND LIFE AT UPMC Why Work Here

We know that you have many options when choosing where to build your career. So why choose UPMC? We can think of a few reasons.

Benefits that Matter to You

We're committed to providing benefits that meet your needs and support your well-being in all areas of life.

  • Earn over 5 Weeks of Paid Time Off Every Year
  • Affordable Medical, Dental & Vision Coverage
  • Student loan assistance and tuition reimbursement options
  • Earn up to 8% of your eligible pay in retirement contributions from UPMC
  • Employer-Paid Life Insurance

Support for You - and Your Family

Your career doesn't impact just you, but the people you care about, too. We're making sure your career works for the whole family.

  • Two Weeks of Paid Parental Leave
  • Family Planning Resources
  • Tuition Assistance for Dependents
  • Comprehensive Health Care for Dependents
  • Emergency Child and Elder Care Options
  • Flexible Work Arrangements

A Culture That Cares

At UPMC, you can find a home among people who share your passions and care about who you are.

  • Employee Resource Groups
  • Awards for Champions of Dignity & Respect
  • Center for Engagement & Inclusion
  • Programs for Veteran Engagement

Tools to Reach Your Potential

Once you become a member of our team, the journey doesn't stop there. UPMC is committed to supporting your growth and helping you build the career of your dreams.

  • Up to $6,000 of Annual Tuition Assistance
  • Ongoing Learning via Linkedin Learning
  • Accelerated Career Pathways for Growth
  • Robust Instructor-led Education and Learning Pathways

Expansive Opportunity

Where do you want to go with your career? Wherever it is, UPMC can take you there.

  • 96,000+ Employees
  • 40 Hospitals and 800+ Doctors' Offices and Outpatient Sites
  • Dozens of Career Ladders to Climb
  • International Locations
  • State-of-the-Art Technology

Job Tags

Hourly pay, Full time, Temporary work, Casual work, Flexible hours, Shift work,

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