Patient & Family Concierge, Senior - 7F Neuro/Trauma Stepdown

Responsibilities

• 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.
• Depending upon unit, may complete DOH POC audits, hand hygiene audits, TJC environment tracers, and updating both patient & non-patient facing department bulletin boards
• 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
• Access to medications is limited to the distribution of the medication to the nurse
• 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
• 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
• Affords assistance 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
• Fulfills 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
• Inventsories pumps (SCDs, IV, etc.) in patient rooms and removes if not needed
• Maintains 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, order unit supplies (office supplies, etc.), MD consults

Administrative Support

• Completes department administrative functions
• Captures patient tests and procedures, schedules patient transports, and completes errands
• Responds to telephone calls, providing courteous service to all internal and external callers
• Orders and maintains CyraCom equipment
• Prints report sheets
• Assigns Responder 5 and phones
• Builds and maintains patient charts
• Filings papers to patient chart
• Manages auto-print reports, including OR schedule
• Updates Bedboards per unit standards and communicates changes to appropriate staff as needed
• Enters and communicates physician orders timely and accurately
• Placed work order or otherwise contacts Biotronics for malfunctioning equipment
• Prints chart copy upon request
• Completes patient admissions, discharges, and transfers through electronic health record
• Orders parking passes and cashier functions on demand
• Requests transport in teletracking, prints ticket to ride
• Records transportation data
• Checks crash carts including fire equipment and defibrillators as appropriate
• Distributes patient and unit mail
• Performs unit audits as directed
• Initiates quiet time or monitors noise levels

Qualifications

• 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
• Desired, drive, and compassion needed to provide an exceptional patient and family experience at all times
• Demonstrated competency in all responsibilities of Patient & Family Concierge role
• 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