Sr. Patient & Family Concierge, Emergency Department

UPMC Hamot is hiring a Senior Patient & Family Concierge to join the Emergency Department!

UPMC is a leading healthcare facility dedicated to providing high-quality care and support to our patients. We prioritize patient well-being and strive for excellence in all aspects of our services. As a member of our team, you'll have the opportunity to work alongside skilled professionals in a supportive environment where your contributions are valued and recognized.

Apply now to become a valued member of our Emergency Department team and embark on a fulfilling career journey with us.

Title and starting pay rate of this position may vary based on years of experience.

Overview: The Patient & Family Concierge, Senior is dedicated to providing compassionate support and exceptional service to patients, families, and visitors throughout their hospital stay. Their primary goal is to ensure a top-notch experience for everyone involved. They adapt to various roles within the hospital, including coordinating patient and visitor destinations, assisting with environmental services, dietary needs, patient transport, supply and equipment management, and administrative tasks. Above all, they focus on maintaining high levels of patient and guest satisfaction and quality care from the first to the last impression.

Responsibilities:

• Destination Coordination: Greets and escorts patients and families, shares patient info while respecting confidentiality, provides directions, visiting hours, and hospital policies.
• Issues parking discounts, free passes, and scooters, Assists with parking cashier functions, and tracks patient belongings.
• Environmental Services: Cleans and organizes assigned areas, replenishes supplies, makes beds and changes linens, and inspects and reports maintenance issues.
• Dietary Services: Assembles and serves meals per diet orders, maintains food safety and quality, operates food service equipment, delivers and sets up meal trays, and follows safety and sanitation regulations.
• Transportation Services: Transports patients, equipment, and specimens, Inspects and disinfects transport equipment, records transportation data, reports activities and issues, requests equipment repairs.
• Supply & Equipment Management: Orders and organizes supplies and equipment, delivers supplies to patient units, Stocks patient rooms and supply areas, maintains logs and checks expiration dates, and monitors inventory with supply chain.
• Administrative Support: Completes administrative tasks and coordinates procedures, responds to calls and provides service, maintains patient charts and reports, updates bed boards and communicates changes, manages admissions, discharges, and transfers, orders parking passes and performs cashier functions, and Records transportation data and checks crash carts.
• General: Answers phones and transfers calls, responds to call lights, interacts with patients and assesses needs, rounds hourly to ensure responsibilities are met, prints and distributes daily plans of care, prompts patient mobility.
• Maintains resources and completes audits, adheres to hygiene and infection control, follows mandatory reporting procedures, exhibits UPMC Values and key behaviors, and performs other duties as assigned.

Qualifications:

• High School diploma or one year of previous job experience required in lieu of HS Diploma/GED.
• At least 6 months of experience as a Patient & Family Concierge or equivalent.
• Demonstrated competency in all responsibilities of Patient & Family Concierge role. Internal promotions to this level are based on the discretion of the business unit's assessment of employee performance
• Completion of 1 annual contribution from these options: hospital/department committee participation, participation in departmental project, peer interviewer, onboarding/precepting of other Experience Concierges
• Ability to follow written and verbal instructions.
  UPMC is an Equal Opportunity Employer/Disability/Veteran

If you would like to discuss this opportunity and more with a Recruiter for Hamot Nursing and Nursing Support, you can schedule an appointment to meet with us during our virtual office hours! We are available Mondays and Wednesdays 8AM-10AM, 12PM-2PM, 5PM-7PM. We are also available every first Saturday of the month by request, please email morrisonlm2@upmc.edu to request Saturdays.

Please click this link to schedule an appointment: Hamot Recruiter Office Hours Scheduling

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