Patient & Family Concierge, Full-Time, 4W Acute Care - Upmc East

The 4W Acute Care Unit at UPMC East in Monroeville, Pennsylvania is hiring a full-time Patient & Family Concierge! This role will work regular, full-time hours including 2, 12-hour shifts and 2, 8-hour shifts per week with primarily daylight hours. Apply now to join the team and enjoy making an everyday difference at UPMC!

Are you someone who enjoys helping others? Possibly interested in creating a career in the hospital setting but not sure where to start? This is the perfect position for you! As a Patient and Family Concierge, you will work alongside our Patient Care Technicians and Professional Staff Nurses to help create a better experience for both patient and family members entering and exiting the hospital. A Patient and Family Concierge will be assigned both bedside, stocking, and administrative tasks. UPMC takes pride in advancing its employees through our Career Ladders. This position has room for advancement within the department. We encourage you to apply and become a part of the UPMC East Community!

Purpose:

The Patient & Family Concierge is responsible for providing generalized, compassionate service and support to patients, families, and visitors during their stay in the hospital. The core goal of the Concierge is to create and deliver a top-notch experience for patients, visitors, and colleagues. The Concierge will serve in a variety of capacities across the hospital based on ever-changing needs. In the day, the Concierge may assist with patient and visitor destination coordination, environmental services, dietary, patient transport throughout the hospital, and supply/equipment management. Above all, the Concierge will remain focused on patient and guest satisfaction and quality of care from first to last impression.

Responsibilities

• Performs in accordance with all other system-wide competencies/behaviors.

• Performs other duties as assigned.

• Performs in accordance with system-wide competencies/behaviors.

• Performs other duties as assigned.

• Destination Coordination:

o 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.

o Disseminate patient information to visitors as appropriate while respecting patient confidentiality and withholding restricted information.

o Serves as a reference source for visiting hours, general directions, package delivery, and general hospital policies.

o Issues courtesy parking discounts and free passes when appropriate. Issues patient scooters to patients and visitors as needed.

o Assists with parking cashier functions and validates patient parking.

o Establishes tracking of patient belongings upon admission.

• Dietary Services:

o Assembles and serves meals according to diet orders, menus, and patient or guest-specific requirements.

o Maintains food safety and quality by applying HACCP principles throughout service.

o Adheres to department procedures regarding the operation of all food service equipment.

o Performs sanitation in accordance with departmental procedures and health department guidelines.

o Delivers and sets up patient meal trays using the designated department script to ensure proper patient identification.

o Delivers other nourishments to patients upon request.

o Follows all safety and sanitation regulations.

• Environmental Services:

o 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.

o Replenishes supplies as needed. Makes beds and changes bed linens following established cleaning procedures in all assigned patient discharge rooms and on-call rooms.

o Inspects and ensures that all assigned areas are properly cleaned and in good repair, reporting any maintenance problems to a supervisor.

Qualifications:

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

• High School diploma OR active High School/GED program enrollment OR one year of previous job experience required 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.

• Act 34 Clearance.