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

About the role

The Patient & Family Concierge, Senior supports UPMC Mercy's 7F Neuro/Trauma Stepdown department, providing generalized, compassionate service and support to patients, families, and visitors.

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 - 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 - 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, order unit supplies (office supplies, etc.), MD consults

Administrative Support

- Completes department administrative functions - Coordinates patient tests and procedures, scheduling patient transports, and completing errands - Responds to telephone calls, providing courteous service to all internal and external callers - Orders and maintains CyraCom equipment - Prints report sheets - Assign Responder 5 and phones - Build and maintains patient charts. Files 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 - Places 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 - Must have the desire, 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 - 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

Licensure, Certifications, and Clearances

- Act 34