Patient & Family Concierge - General Surgery

Overview

UPMC McKeesport is looking for a Patient and Family Concierge to support the 4 M General Surgery. This is a full-time daylight position; candidates must be willing to work weekends.

The Patient & Family Concierge is responsible for providing generalized, compassionate service and support to patients, families, and visitors during their stay within the hospital. The core goal of the Concierge is to create and deliver a top-notch experience for patients, visitors, and colleagues, with a focus on patient and guest satisfaction and quality of care from first to last impression.

• Greets patients and families warmly, providing verbal direction and escort assistance 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 for visiting hours, 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.

• Organizes all assigned areas and patient-specific equipment following established procedures.
• Replenishes supplies as needed.
• Inspects and ensures assigned areas are clean and in good repair, reporting maintenance problems to a supervisor.

• 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 nourishments to patients upon request.
• Follows all safety and sanitation regulations.

• Transports patient-specific equipment and lab specimens using prescribed vehicles between patient units and designated areas safely and timely.
• Performs inspections and disinfection procedures on transportation equipment.
• Records transportation data electronically or manually as required.
• Reports the status of transportation activities and any abnormal activities to a supervisor.
• Enters requests for equipment repairs into the online portal as maintenance issues are identified.
• Inspects and disinfects transportation equipment.
• Orders unit-specific supplies and equipment, ensuring adequate quantities; organizes supply room.
• Stocks patient rooms, supply areas, med cards (no medications), Accucheck trays, phlebotomy/IV trays, PPE, and more.
• Maintains refrigerator temperature logs and checks expiration dates on supplies; inventories pumps and removes items as needed.
• Monitors supply inventory and expiration dates in collaboration with supply chain management.
• May also monitor refrigerator temperatures, check kitchens for expired items, complete unit-specific logs, stock, and restock supplies in family lounge as needed.

• Answers unit phones and transfers to appropriate staff.
• Responds to call lights under Nursing Assistant/PCT direction.
• Interacts with patients and assesses patient needs; rounds hourly to ensure duties are met.
• Prints and distributes daily plans of care.
• Prompts patient mobility as appropriate, involving the appropriate clinical staff as needed.
• Maintains resources such as pamphlets and department contacts, as needed.
• Adheres to hand hygiene and infection control procedures when interacting with customers.
• Follows mandatory reporting procedures for any incident or serious event affecting patient care.
• Exhibits UPMC values and practices UPMC Experience key behaviors (AIDET + The Promise, 10-5 Rule, Escort Don t Direct, Own Your Zone) in all responsibilities.
• Access to medications is limited to distribution to the nurse.
• Performs in accordance with system-wide competencies/behaviors; performs other duties as assigned.

Must have the desire, drive, and compassion to 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

UPMC is an Equal Opportunity Employer/Disability/Veteran