What are the responsibilities and job description for the Patient & Family Concierge, 4 South Trauma position at UPMC?
UPMC Hamot is hiring a Patient & Family Concierge to join our 4 South Trauma unit!
This position is full-time, options between three 12-hour shifts or four 10-hour shifts. Occasional weekend and holiday coverage required.
Previous clerical or medical experience highly preferred.
Title and Salary will be determined based upon education and experience.
Purpose: 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. The Concierge will serve in a variety of capacities across the hospital based on ever-changing needs. In the course of 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:
- Greet patients and families warmly; provide directions and escort assistance.
- Share patient information appropriately while maintaining confidentiality.
- Serve as a reference for visiting hours, directions, policies, and package delivery.
- Issue courtesy parking discounts, free passes, and patient scooters as needed.
- Assist with parking cashier functions and validate patient parking.
- Track patient belongings upon admission.
- Clean and organize assigned areas (patient rooms, public spaces, toilets, offices, equipment); remove trash and linen.
- Replenish supplies; make beds and change linens in discharge and on-call rooms.
- Inspect cleanliness and report maintenance issues.
- Assemble and serve meals per diet orders; maintain food safety using HACCP principles.
- Operate food service equipment per procedures; perform sanitation per guidelines.
- Deliver and set up patient meal trays; provide additional nourishments upon request.
- Transport patients, equipment, and lab specimens safely and timely; disinfect transport equipment.
- Record transportation data electronically or manually; report abnormal activities.
- Retrieve, set up, clean, and test telehealth carts; escalate issues as needed.
- Order and organize unit supplies; deliver and stock rooms, supply areas, and equipment.
- Maintain refrigerator logs and check expiration dates; inventory and remove unused pumps.
- Answer unit phones; respond to call lights under direction; interact with patients and assess needs.
- Round hourly; print and distribute daily care plans; prompt patient mobility.
- Maintain resources like pamphlets; adhere to hand hygiene and infection control.
- Follow mandatory reporting for incidents; exhibit UPMC values and experience behaviors.
- Assist patients with UPMC Patient Portal navigation.
- Access medications only for nurse distribution.
- Perform other duties as assigned and comply with system-wide competencies.
