Patient & Family Concierge

at  UPMC

PATIENT & FAMILY CONCIERGE – 7F NEURO TRAUMA STEPDOWN

Job ID: 6047597389
Status: Full-Time
Regular/Temporary: Regular
Shift: Variable
Facility: UPMC Mercy
Department: 7F Neuro Trauma Stepdown
Location: 1400 Locust Street, Pittsburgh, PA
Union Position: No
Salary Range: $ 17.38-27.14 USD

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.

• 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 unit, may maintain resources like pamphlets, department contacts, etc.
• Adheres 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.
• 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.
• 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 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.
• 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 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.
• Performs in accordance with all other system-wide competencies/behaviors.
• Performs other duties as assigned.