Full-Time Patient & Family Concierge - Surgical ICU

Join Our Surgical ICU at UPMC Shadyside!

• Patient & Family Concierge Role: Full-Time at 36 hours a week (three 12-hour shifts per week). Must work 6 weekend shifts per 6-week schedule and 3 holidays per year.
• Unit: Surgical ICU
• About UPMC Shadyside: A Magnet-designated teaching hospital with ongoing research and education

About the Patient & Family Concierge Role:

• Provide generalized, compassionate service and support to patients, families, and visitors
• Create and deliver a top-notch experience for patients, visitors, and colleagues
• Serve in various capacities across the hospital based on needs
• Assist with:
  • Patient and visitor destination coordination
  • Environmental services
  • Dietary services
  • Patient transport throughout the hospital
  • Supply and equipment management
• Focus on patient and guest satisfaction and quality of care from first to last impression

Surgical ICU:

• Award-Winning Excellence: Two-time AACN Beacon Award winner, recognized for outstanding critical care.
• Patient-Centered Care: Focus on surgical oncology patients. Also care for critically ill medical patients. Expertise in vascular, urological, and general surgical cases.

Responsibilities:

Destination Coordination:

• Greet and assist patients and families
• Provide directions and escort assistance
• Disseminate patient information while respecting confidentiality
• Issue parking discounts, free passes, and patient scooters
• Assist with parking cashier functions and validate patient parking
• Track patient belongings upon admission

Environmental Services:

• Clean and organize assigned areas (patient rooms, public areas, etc.)
• Replenish supplies as needed
• Make beds and change linens
• Report maintenance problems

Dietary Services:

• Assemble and serve meals according to diet orders
• Maintain food safety and quality
• Operate food service equipment
• Perform sanitation tasks
• Deliver and set up patient meal trays

Transportation Services:

• Transport patients, equipment, and lab specimens safely and timely
• Inspect and disinfect transportation equipment
• Record transportation data
• Report transportation activities and maintenance issues

Supply & Equipment Management:

• Order and organize unit-specific supplies and equipment
• Deliver supplies and equipment to designated areas
• Stock patient rooms and supply areas
• Maintain refrigerator and temperature logs
• Monitor supply inventory and expiration dates

General:

• Answer unit phones and transfer calls
• Respond to call lights
• Interact with patients and assess needs
• Round hourly to ensure responsibilities are met
• Print and distribute daily plans of care
• Promote patient mobility
• Maintain resources like pamphlets and department contacts
• Adhere to hand hygiene and infection control procedures
• Follow mandatory reporting procedures
• Exhibit UPMC Values and key behaviors
• Document in medical records and comply with safety policies.