Part-Time Patient & Family Concierge, Senior

About the role

UPMC is dedicated to providing each patient with the right care, in the right way, at the right time, every time. Our Patient and Family Concierges are essential partners in that mission, enhancing the patient experience at UPMC with positivity and integrity.

This Part-Time Patient and Family Concierge, Senior position is located in the 4 Pav - Medical Stepdown Unit at UPMC Passavant, with rotating daylight, evening, weekend, and holiday shifts.

Responsibilities

The primary function of the Patient & Family Concierge, Senior is administrative, and duties will include:

• Handling department administrative tasks: answer phones, transfer calls, print reports, enter and communicate physician orders, distribute mail, and check crash carts
• Coordinating patient tests, procedures, and transports; completing errands; ordering and maintaining CyraCom equipment; assigning Responder 5 and phones
• Building and maintaining patient charts, filing papers, managing auto-print reports, and printing chart copies upon request
• Completing patient admissions, discharges, and transfers through the electronic health record
• Updating Bedboards and communicating changes; placing work orders or contacting Biotronics for equipment issues

The secondary function of the Patient & Family Concierge, Senior is as a Patient & Family Concierge, which may include duties such as:

• Destination Coordinator: greeting and assisting hospital guests, providing directions and information, using computers for patient information while respecting confidentiality
• EVS Associate: cleaning assigned areas and removing trash, making beds and ensuring cleanliness, reporting issues to the supervisor
• Transporter: safely transporting patients and equipment, delivering supplies and recording transportation data, reporting activities to the manager
• Supply & Equipment Management: ordering and organizing supplies, maintaining inventory and checking expiration dates, monitoring and stocking patient and supply areas
• Patient Care Support: responding to call lights and assisting patients, rounding hourly and distributing care plans, performing audits and updating bulletin boards, following mandatory reporting procedures

Requirements

• High School diploma OR one year of previous job experience required in lieu of HS Diploma/GED
• 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
• Must have the desire, drive, and compassion needed to provide an exceptional patient and family experience at all times
• 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
• Act 34 clearance required