Patient & Family Concierge - Medicine

Join UPMC Shadyside's Medicine Team!

UPMC Shadyside is hiring a Full-Time Patient & Family Concierge to join their team in the Family Medicine unit 3 East or the Internal Medicine unit 3 Pavilion!

The Patient & Family Concierge provides compassionate, general support to patients, families, and visitors throughout their hospital stay. The primary goal of the Concierge is to ensure a high-quality experience for everyone involved, including patients, visitors, and staff. Duties may include coordinating patient and visitor destinations, assisting with environmental services, dietary needs, patient transport, and managing supplies and equipment.

About the Units:

Family Medicine, 3 East: 3 East is a family practice and teaching unit with 23 beds and a great foundational unit for those looking to start their career in healthcare! The patient population on 3 East comprises all ages being treated for a wide array of conditions and need compassionate and expert care.

Internal Medicine/Teaching, 3 Pavilion: 3 Pavilion at UPMC Shadyside is an internal medical teaching unit. This is a highly trained, team-oriented unit primarily caring for medical, cardiac monitored patients, and stroke patients.This teaching unit has a dynamic learning environment, where you will see patients with chest tubes, feeding tubes, trachs, and monitors.

Responsibilities:

• Destination Coordination: Welcomes patients and families, guiding them to their destinations and providing information while respecting confidentiality. Assists with parking, issues courtesy discounts and passes, provides scooters as needed, and tracks patient belongings upon admission.
• Environmental Services: Cleans and organizes assigned areas, including patient rooms and public spaces, follows cleaning procedures, replenishes supplies, and reports maintenance issues.
• Dietary Services: Assembles and serves meals based on dietary orders, maintains food safety, operates food service equipment, and delivers meal trays and nourishments, adhering to sanitation and safety guidelines.
• Transportation Services: Safely transports patients, equipment, and lab specimens between areas, disinfects equipment, records data, reports issues, and requests equipment repairs as needed.
• Supply & Equipment Management: Orders, organizes, and delivers supplies and equipment, maintains stock and temperature logs, checks expiration dates, and monitors inventory.
• General: Answers phones, responds to call lights, interacts with patients, rounds regularly, distributes care plans, prompts mobility, maintains resources, and follows hygiene and infection control protocols. Adheres to reporting procedures and UPMC values, and performs additional 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 lieu 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.

Patient & Family Concierge (PFC) Career Ladder:

• Patient & Family Concierge
  • Requires a high school diploma/GED or enrollment in a high school or GED program
  • 1 year of previous job experience
• Patient & Family Concierge Senior
  • Requires a high school diploma/GED
  • 1 year of previous job experience
  • Six months or more of PFC experience or equivalent
• Patient & Family Concierge Lead
  • Requires a high school diploma/GED
  • 1 year of previous job experience
  • 2 years or more of PFC experience or equivalent (including one year as PFC-Senior)

Licensure, Certifications, and Clearances:

• Act 34

UPMC is an Equal Opportunity Employer/Disability/Veteran

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