Patient & Family Concierge - 7E Neurology/Oncology - PT Days with Rotation

UPMC Williamsport has an opening for a Part-Time Patient & Family Concierge to join 7 East! 7 East is an Adult Med/Surg unit with a focus on Neurology and Oncology.

This position will be scheduled 20 hours per week and will work Days with Rotation. The shifts associated with this position will be 6:45 a.m. to 3:00 p.m. rotating to 2:45 p.m. to 11:00 p.m. This role will also be assigned every other weekend/holiday. 

**Final candidates will be selected for a job title within the career ladder that reflects level of education, experience and manager discretion at time of offer.**

Purpose

The Patient & Family Concierge is responsible for providing compassionate, service-oriented support to patients, families, and visitors throughout their hospital experience. The core goal of this role is to create and deliver an exceptional experience for patients, visitors, and colleagues.

The Patient & Family Concierge serves in a variety of capacities across the hospital based on changing operational needs. Responsibilities may include patient and visitor destination coordination, environmental services, dietary services, patient transportation, telehealth support, and supply/equipment management. Above all, the Concierge remains focused on patient and guest satisfaction and the quality of care from first to last impression.

Responsibilities:

Destination Coordination

• Greets patients and families warmly and professionally.
• Provides verbal directions and escort assistance to ensure patients and visitors arrive at the appropriate destination.
• Disseminates patient information to visitors as appropriate while maintaining patient confidentiality and withholding restricted information.
• Serves as a resource for:
  • Visiting hours
  • General directions
  • Package delivery
  • Hospital policies and procedures
• Issues courtesy parking discounts and free parking 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, organizes, and maintains assigned areas, including:
  • Patient rooms
  • Public areas
  • Restrooms
  • Procedure rooms
  • Offices
  • Patient-specific equipment
• Removes trash and empties linen hampers in accordance with established procedures.
• Replenishes supplies as needed.
• Makes beds and changes bed linens in:
  • Patient discharge rooms
  • On-call rooms
• Inspects assigned areas to ensure cleanliness and proper maintenance.
• Reports maintenance concerns to the appropriate supervisor.

Dietary Services

• Assembles and serves meals according to:
  • Diet orders
  • Menus
  • Patient- and guest-specific requirements
• Maintains food safety and quality standards by applying HACCP principles throughout food service operations.
• Adheres to departmental procedures for the operation of food service equipment.
• Performs sanitation procedures in accordance with departmental policies and health department guidelines.
• Delivers and sets up patient meal trays using designated department scripting to ensure proper patient identification.
• Delivers additional nourishments to patients upon request.
• Follows all safety and sanitation regulations.

Transportation Services

• Transports patients, patient-specific equipment, and laboratory specimens using approved transportation methods.
• Ensures safe, timely, and accurate transportation between:
  • Patient units
  • Treatment centers
  • Other designated locations
• Performs inspection and disinfection procedures on transportation equipment.
• Records transportation data electronically through the Transport Tracking System and/or manually using department-approved forms and logs.
• Reports transportation status and any unusual activities to a supervisor.
• Submits equipment repair requests through the online maintenance portal as issues are identified.
• Inspects and disinfects transportation equipment.

Telehealth Cart Retrieval and Set-Up

• Retrieves and sets up telehealth carts when notified by a:
  • PFC Sr
  • PFC Lead
  • RN
  • Other designated staff member
• Ensures telehealth equipment is available in the patient’s room at the designated appointment time.
• Returns telehealth carts to the proper storage location following appointment completion.
• Cleans and decontaminates telehealth equipment after use.
• Performs weekly testing of telehealth carts and software to ensure proper functionality.
• Escalates concerns or equipment issues to the appropriate unit leader.

Supply & Equipment Management

• Orders unit-specific supplies and equipment, ensuring adequate inventory levels.
• Organizes and maintains supply rooms.
• Delivers supplies, equipment, medications, and other materials to patient units and designated locations safely, timely, and accurately.
• Stocks:
  • Patient rooms
  • Supply areas
  • Medication carts (no medications)
  • Accu-Chek trays
  • Phlebotomy/IV trays
  • PPE supplies
  • Other designated stock areas
• Maintains refrigerator and temperature logs.
• Monitors expiration dates on supplies.
• Inventories pumps (SCDs, IV pumps, etc.) in patient rooms and removes equipment when no longer needed.
• Collaborates with Supply Chain Management to monitor inventory levels and expiration dates.

Depending on unit needs, may also:

• Monitor refrigerator temperatures.
• Check kitchens for expired items.
• Complete additional unit-specific logs.
• Perform additional stocking functions.
• Deliver and remove trays.
• Routinely freshen and restock supplies in family lounges.

General Responsibilities

• Answers unit phones and transfers calls to appropriate staff.
• Responds to call lights under the direction of Nursing Assistants/PCTs.
• Interacts and socializes with patients while assessing patient needs.
• Conducts hourly rounding to ensure responsibilities are completed satisfactorily.
• Prints and distributes daily plans of care.
• Promotes patient mobility as appropriate and involves clinical staff when needed.
• May maintain unit resources such as:
  • Educational pamphlets
  • Department contacts
  • Other unit-specific reference materials
• Consistently adheres to hand hygiene and infection control procedures.
• Follows mandatory reporting procedures for incidents or serious events that did affect or could potentially have affected patient care.
• Exhibits UPMC Values and practices UPMC Experience key behaviors, including:
  • AIDET + The Promise
  • 10-5 Rule
  • Escort Don’t Direct
  • Own Your Zone
• Access to medications is limited to the distribution of medications to the nurse.
• Maintains knowledge of the UPMC Patient Portal and confidently communicates information to patients regarding portal navigation, usability, and access to health information and care services.

Additional Duties

• Performs in accordance with all other system-wide competencies and behavioral expectations.
• Performs other duties as assigned.