Join Our Community!
Are you a healthcare professional interested in a career that provides plenty of opportunity for growth and development? If you're passionate about patient care and looking for a career that offers great benefits and plenty of room for growth, we invite you to explore this opportunity today!
UPMC is dedicated to providing each patient with the right care, in the right way, at theright time, every time. Our Patient and Family Concierges are essential partners in that mission, enhancing the patient experience at UPMC with positivity and integrity. Join us as we provide Life Changing Medicine to our community.
ANCC Magnet designated UPMC Passavant is currently hiring a Lead Patient and Family Concierge to support our 6 South Surgical Oncology Unit at the McCandless location.
The Lead Patient and Family Concierge is a valued step in the UPMC Patient and Family Concierge career ladder, with opportunities for continued growth and advancement. Title and salary will be determined based upon education and experience.
Our Lead PFCs typically work 40 hours each week to cover daylight, evening, overnight, weekend, and holiday shifts. Hours may vary by unit.
Responsibilities:
Destination Coord Responsibilities:
Greet Hospital guests positively, and provide appropriate verbal assistance, guidance and direction to visitors and patients as needed.Serve as a reference source regarding visiting hours, directions, package delivery, general admitting and Hospital policies.
Use the personal computer and CRT for dissemination of patient information.Respect patient confidentiality.
EVS Associate Responsibilities:
Clean all assigned areas, following established procedures. Remove trash from all assigned areas/replenish supplies as needed.
Make beds, following established cleaning procedures in all patient discharge rooms and on-call rooms as assigned.
Inspect and ensure that all assigned areas are properly cleaned and in good repair, report problems to the supervisor.
Transporter Responsibilities:
Transport patients and adjunct equipment via prescribed vehicles between patient units, treatment centers, and their designated areas in a safe, timely, and accurate manner. Deliver supplies, equipment, and other materials to the patient units, and other designated areas in a safe, timely, and accurate manner.
Record transportation data electronically in the Transport Tracking System and/or manually on appropriate forms and logs utilized by the department. Report the status of transportation activities and abnormal activities to the manager in charge.
Supply & Equipment Management Responsibilities:
- Orders unit specific supplies and equipment, ensuring adequate and appropriate quantities.
- Organizes supply room. 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, order unit supplies (office supplies, etc.), MD consults.
Administrative Support Responsibilities:
- Completes department administrative functions.Answers unit phones and transfers to appropriate staff. Prints report sheets. Enters and communicates physician orders timely and accurately. Distributes patient and unit mail. Checks crash carts including fire equipment and defibrillators as appropriate.
- Coordinates patient tests and procedures, scheduling patient transports, and completing errands. Orders and maintains CyraCom equipment. Assign Responder 5 and phones. Build and maintains patient charts. Files papers to patient chart. Manages auto-print reports, including OR schedule. Prints chart copy upon request. Completes patient admissions, discharges, and transfers through electronic health record.
- Updates Bedboards per unit standards and communicates changes to appropriate staff as needed. Places work order or otherwise contacts Biotronics for malfunctioning equipment.
Patient Care Support Responsibilities:
- Responds to call lights under Nursing Assistant/PCT direction. Rounds hourly to ensure all areas of responsibility are met satisfactorily. Prints and distributes daily plans of care. Interacts and socializes with patients and assesses patient needs. Prompts patient mobility as appropriate, involving the appropriate clinical staff as needed.
- Depending upon unit, may complete DOH POC audits, hand hygiene audits, TJC environment tracers, and updating both patient & non-patient facing department bulletin boards.
- Responsible for following mandatory reporting procedures for any incident or serious event that did affect or potentially could have affected the care of any patient.
- Exhibits UPMC Values and practices UPMC Experience key behaviors (AIDET + The Promise, 10-5 Rule, Escort Don't Direct, Own Your Zone) when performing all job responsibilities.
Lead Concierge Responsibilities:
- Champions all UPMC Experience initiatives, coaching other Concierges on adoption of new initiatives as needed. Additionally, supports department leaders with Experience initiatives such as rounding, 90 day check-ins, etc.
- May complete quarterly validation of UPMC Experience initiatives (hourly rounding/AIDET, etc.) with lower-level Concierge staff. May support unit leader in staff performance reviews of lower-level Concierge staff. Supports and actively participates in the onboarding and training of new Concierges.
- Participates or completes the scheduling process for other Concierges.
- Suggests and supports changes within the department. Assumes responsibility for assignments. Demonstrates awareness of behavior and intent versus impact.
- Develops and maintains productive working relationships internally and externally by demonstrating accountability for actions, enthusiasm, motivation, and commitment to patients, visitors, and colleagues.
*Access to medications is limited to the distribution of the medication to the nurse.
*Performs in accordance with system-wide competencies/behaviors.
*Performs other duties as assigned.
