Patient & Family Concierge; Casual - T14 Oncology

Overview

UPMC Altoona is seeking a caring and compassionate individual to join our T14 Surgical Trauma/Oncology unit as a casual Patient & Family Concierge. The Patient & Family Concierge provides generalized, compassionate service and support to patients, families, and visitors during their stay within the hospital. The core goal is to create and deliver a top-notch experience for patients, visitors, and colleagues.

The Concierge serves in a variety of capacities across the hospital based on changing needs, including patient and visitor destination coordination, environmental services, dietary, patient transport, and supply/equipment management. The Concierge remains focused on patient and guest satisfaction and quality of care from first to last impression.

• Destination Coordination
  • Greets patients and families warmly and positively, providing verbal directions and escort assistance to visitors and patients to ensure 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, 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.
• General
  • 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.
  • 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…