Patient & Family Concierge, Senior- Emergency Department

About the role

The Patient & Family Concierge, Senior role is perfect for you if you are highly organized, enjoy a busy day, and want to directly impact patient care. This position is full-time, working 3, 12-hour rotating shifts each week, supporting the Emergency Department at UPMC Mercy. Shifts typically start at 7am and 7pm, with overnight shifts earning an extra $1.10 per hour.

Responsibilities

• Greet all patients, family members, visitors, and staff members.
• Avoid answering unit phones and transferring calls to appropriate staff.
• Assist with all communications regarding the department.
• Accurately update and maintain patient flow processes.
• Cook up-to-date patient flow processes.
• Coordinate patient tests and procedures.
• Print and distribute daily plans of care.
• Prompt 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.
• Adhere to hand hygiene and infection control procedures on a consistent basis when interacting with customers.
• Follow 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.
• Exhibit 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.
• Perform in accordance with all other system-wide competencies/behaviors.
• Perform other duties as assigned.

Qualifications

• Must have the desire, drive, and compassion needed to provide an exceptional patient and family experience at all times.
• 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.
• 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.

Insurance Services Division of UPMC

Learn more about the opportunities available within the Insurance Services Division of UPMC, which offers a full range of health insurance products and services to millions of members. Discover how you can grow your career and make a difference in the lives of others.