Patient & Family Concierge, Senior- Emergency Department

About the Role

UPMC Mercy is seeking a Patient & Family Concierge, Senior to work full-time hours (3, 12-hour rotating shifts each week) supporting the Emergency Department. Shift times are typically 12 hours with start times at 7am and 7pm. Overnight shifts earn an extra $1.10 more per hour. The role provides compassionate service and support to patients, families, and visitors during their stay, with the goal of creating a top-notch experience for everyone. You will serve in various capacities across the hospital based on changing needs, including assisting with patient and visitor destination coordination, providing environmental services and dietary support, managing supplies and equipment, and offering administrative support. Above all, you will focus on patient and guest satisfaction and quality of care from first to last impression.

About the Emergency Department

UPMC Mercy's state-of-the-art 36-bed Level I trauma and burn center, as well as a primary cardiac and comprehensive stroke center, provides emergency care to over 68,000 people annually. The ED handles critically ill or injured patients with minor or complex medical-surgical needs, obstetrical patients, psychiatric cases, and individuals seeking drug and alcohol services. Patient volume and acuity can change quickly, making the ED a dynamic environment where critical thinking and problem-solving are essential.

Responsibilities

• Greet all patients, family members, visitors, and staff members
• Assist with all communications regarding the department
• Accurately update and maintain patient flow processes
• Coordinate patient tests and procedures
• Answer unit phones and transfer to appropriate staff
• Respond to call lights under Nursing Assistant/PCT direction
• Interact and socialize with patients and assess patient needs
• Round hourly to ensure all areas of responsibility are met satisfactorily
• 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
• 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
• Exhibit UPMC Values and practice 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

Requirements

• 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

Licensure and Clearances

• PFC Senior = Health Unit Coordinator = non-patient care, so does not require all clearances/renewal like the rest of department
• Act 34