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

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.

Qualifications

• Must have the desire, drive, and compassion needed to provide an exceptional patient and family experience at all times.
• High School Diploma or active High School/GED program enrollment or one year of previous job experience required in lieu of a High School Diploma/GED.
• Previous experience in healthcare or customer service is a plus, but not required.
• Ability to follow written and verbal instructions.

Licensure, Certifications, and Clearances

• Act 34

UPMC is an Equal Opportunity Employer/Disability/Veteran.