Are you a student in a health-related program? Would you like to gain some patient-facing experience in a hospital setting but aren't sure you have the time? We would love to have your help, on your schedule!

UPMC Mercy is currently hiring casual Patient & Family Concierges to support various departments. This position will work at minimum 8 hours per week.

The Patient & Family Concierge is responsible for providing compassionate service and support to patients, families, and visitors during their stay within the hospital. The core goal of the Patient & Family Concierge is to create and deliver a top-notch experience for patients, visitors, and colleagues. You will serve in a variety of capacities across the hospital based on ever-changing needs. In the course of the day, you 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:

• Answering unit phones and transfers to appropriate staff.
• Responding to call lights under Nursing Assistant/PCT direction.
• Interacting and socializing with patients and assesses patient needs.
• Rounding hourly to ensure all areas of responsibility are met satisfactorily.
• Printing and distributing daily plans of care.
• Prompting patient mobility as appropriate, involving the appropriate clinical staff as needed.
• Depending upon unit, may maintain resources like pamphlets, department contacts, etc.
• Adhering 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.
• Exhibiting 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.
• Performs in accordance with all other system-wide competencies/behaviors.
• Performs other duties as assigned.
• 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.
• 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 in accordance with 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.
• 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.
• 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 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.
• 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.

Qualifications:

• 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.
• Must have the desire, drive, and compassion needed to provide an exceptional patient and family experience at all times.

Licensure, Certifications, and Clearances:

• Basic Life Support (BLS) OR Cardiopulmonary Resuscitation (CPR)
• Act 34

UPMC is an Equal Opportunity Employer/Disability/Veteran

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