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   Current UPMC employees must apply in HR Direct

Emergency Department Health Care Concierge, Part-Time - CHP

  • Job ID: 172159700
  • Status: Part-Time
  • Regular/Temporary: Regular
  • Hours:
  • Shift: Rotating
  • Facility: UPMC Children's Hospital of Pittsburgh
  • Department: Emergency Dept
  • Location: 4401 Penn Avenue, Pittsburgh PA 15224
  • Union Position: No
  • Salary Range: $15.88 to $24.98 / hour

Description

The ED Health Care Concierge will be an integral part of the emergency department team and will be responsible for executing our mission by supporting excellent patient experience and key initiatives in the emergency department. The concierge associate will help patients and families schedule follow up patient care, communicate with partnering hospitals on referred patients, and collaborate with pediatric subspecialties. You will also assist in promoting our innovative technology platforms such as our patient portals and applications. This role will be critical in providing excellent support in navigating patients and families to their next step in care. This position works rotating shifts.

Responsibilities:

 

  • Understands the principles of service recovery and is both empowered and responsible for taking appropriate action to recover from service that does not meet the expectation of the UPMC Experience.
  • Schedule or connect patient to resources to schedule for ancillary services at checkout
  • Help patients navigate the healthcare system by providing clear and understandable instructions. Provides follow-up to unresolved patient questions or needs to ensure the appropriate continuity of care.
  • Understands the principles of service recovery and is both empowered and responsible for taking appropriate action to recover from service that does not meet the expectation of the UPMC Experience.
  • Conduct outbound service calls in accordance with departmental initiatives.
  • Schedule or connect patient to resources to schedule for ancillary services.
  • Provide exemplary customer service by being proactive and responsive to all patient and family needs.
  • Ensure effective communication and call escalation to appropriate personnel. Includes thorough and accurate documentation of encounter.
  • Help patients navigate the healthcare system by providing clear and understandable instructions. Provides follow-up to unresolved patient questions or needs to ensure the appropriate continuity of care.
  • Promote MyUPMC patient portal.
  • Engage with families in CHP ED to ensure they have access to the Anywhere Care app, have an account and know the types of medical conditions appropriate for a video visit.
  • Be familiar with local subspecialty offices in partner hospital regions.
  • Assist partner hospitals in troubleshooting subspecialty follow up appointment access.
  • Educate CHP and partner hospital providers on pre-appointment requirements.
  • Communicate effectively with partner hospital care teams to relay subspecialty follow up information.
  • Engage via phone or video call with patients and families at partner hospitals to schedule follow up subspecialist visits.
  • Schedule follow-up appointments for patients prior to them leaving CHP emergency department.
  • Ability to remain calm and professional when faced with stressful situations, while simultaneously prioritizing all work activities.
  • Support and contribute to UPMC service excellence mission and abide by all UPMC departmental policies, procedures, goals, and values in the process of performing all job responsibilities. Incorporate acts of dignity and respect in daily interactions.

 

Qualifications

  • Completion of high school graduate or equivalent is required.
  • Experience with personal computer based applications, other various office equipment and proficient typing skills are preferred.
  • Two years of experience in a health care setting or customer service function is preferred.
  • Knowledge of medical terminology is preferred.
  • Prior experience with Medipac, Epic, or other health records systems is preferred.


Licensure, Certifications, and Clearances:

  • Act 31 Child Abuse Reporting with renewal
  • Act 33 with renewal
  • Act 34 with renewal
  • Act 73 FBI Clearance with renewal

UPMC is an Equal Opportunity Employer/Disability/Veteran

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More than just competitive pay and benefits, UPMC’s Total Rewards package cares for you in all areas of life — because we believe that you’re at your best when receiving the support you need: professional, personal, financial, and more.

Our Values

At UPMC, we’re driven by shared values that guide our work and keep us accountable to one another. Our Values of Quality & Safety, Dignity & Respect, Caring & Listening, Responsibility & Integrity, Excellence & Innovation play a vital role in creating a cohesive, positive experience for our employees, patients, health plan members, and community. Ready to join us? Apply today.

   Current UPMC employees must apply in HR Direct