Purpose:
The Patient & Family Concierge provides compassionate service and support to patients, families, and visitors, aiming to create a top-notch experience. They assist in various capacities, including destination coordination, environmental services, dietary, patient transport, and supply/equipment management. The primary focus is on ensuring patient and guest satisfaction and maintaining high-quality care throughout their stay.

Responsibilities:

·       Destination Coordination: Greets and assists patients and visitors, providing directions and escorting them as needed. Shares patient information appropriately while maintaining confidentiality. Provides information on visiting hours, directions, and hospital policies. Issues parking discounts, free passes, and patient scooters. Assists with parking cashier functions and tracks patient belongings.

·       Environmental Services: Cleans and organizes assigned areas, including patient rooms and public spaces. Replenishes supplies, makes beds, and changes linens. Reports maintenance issues to supervisors.

·       Dietary Services: Assembles and serves meals according to dietary requirements. Maintains food safety and quality, adheres to equipment operation procedures. Delivers meal trays and other nourishments, ensuring proper patient identification. Follows safety and sanitation regulations.

·       Transportation Services: Transports patients, equipment, and lab specimens safely and timely. Inspects and disinfects transportation equipment. Records transportation data and reports issues to supervisors. Requests equipment repairs as needed.

·       Supply & Equipment Management: Orders and organizes unit-specific supplies and equipment. Delivers supplies and equipment to designated areas. Stocks patient rooms and supply areas, checks expiration dates, and maintains inventory. Monitors refrigerator temperatures and completes unit-specific logs.

·       General: Answers phones, responds to call lights, and interacts with patients. Rounds hourly to ensure responsibilities are met. Prints and distributes daily plans of care, promotes patient mobility. Adheres to hand hygiene and infection control procedures. Follows mandatory reporting procedures for incidents. Exhibits UPMC values and practices key behaviors in all job responsibilities.