Patient & Family Concierge

UPMC Western Maryland's Clinical Resource Team is a float pool that sends staff to whatever unit is in need of extra assistance. This night shift position does not require weekend shifts.

About the role

The Patient & Family Concierge provides generalized, compassionate service and support to patients, families, and visitors during their hospital stay. The core goal is to create and deliver a top-notch experience for patients, visitors, and colleagues. The Concierge serves in a variety of capacities across the hospital based on ever-changing needs, including patient and visitor destination coordination, environmental services, dietary, patient transport, and supply/equipment management.

Responsibilities

• Destination Coordination:
  • Greets patients and families warmly and positively, providing verbal direction and escort assistance to ensure arrival at the appropriate destination.
  • Disseminates patient information to visitors as appropriate while respecting patient confidentiality.
  • 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, 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.
  • 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.
• Telehealth Cart Retrieval and Set Up:
  • Retrieves and sets up the telehealth cart in the patient’s room at the designated appointment time when notified by designated staff.
  • Returns the cart to the appropriate storage location, cleans, and decontaminates it after use.
  • Performs weekly testing of the telehealth cart and software to ensure functionality and escalates concerns to the appropriate unit leader.
• Supply & Equipment Management:
  • Orders unit-specific supplies and equipment, ensuring adequate and appropriate quantities.
  • Organizes supply rooms.
  • Delivers supplies, equipment, medication, and other materials to patient units and other designated areas safely, timely, and accurately.
  • Stocks patient rooms, 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 dates in collaboration with supply chain management.
  • Depending on unit need, may monitor refrigerator temperatures, check kitchens for expired items, complete additional unit-specific logs, deliver and remove trays, and restock supplies in family lounges.
• General:
  • 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 and department contacts.
  • Adheres to hand hygiene and infection control procedures consistently when interacting with customers.
  • Follows mandatory reporting procedures for any incident or serious event that did or could have affected patient care.
  • Exhibits UPMC Values and practices UPMC Experience key behaviors (AIDET + The Promise, 10-5 Rule, Escort Don’t Direct, Own Your Zone).
  • Limits access to medications to the distribution of medication to the nurse.
  • Stays informed on navigation and usability of the UPMC Patient Portal; communicates clearly to patients what they need to know to navigate the Portal.
  • Performs other duties as assigned.

Requirements

• High School diploma OR active High School/GED program enrollment OR one year of previous job experience 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.
• Desire, drive, and compassion to provide an exceptional patient and family experience at all times.

Licensure, Certifications, and Clearances may be required.