Patient & Family Concierge, Senior- 12E Integrated Medicine
About The Position
The Patient & Family Concierge, Senior provides compassionate service and support to patients, families, and visitors during their stay at UPMC Mercy. The role supports the 12E Integrated Medicine Unit and focuses on creating a positive patient and guest experience and supporting quality of care from first to last impression. The concierge works across the unit as needs change, providing communication, patient-flow coordination, administrative assistance, and support with supplies and equipment. The position is full-time, with three 12-hour rotating shifts each week. Shifts typically start at 7 a.m. or 7 p.m.; overnight shifts earn an additional $1.10 per hour. The 12E Integrated Medicine Unit is a 35-bed acute care unit serving patients with varied acute medical diagnoses and complex care needs. It emphasizes multidisciplinary teamwork and offers opportunities for professional learning and development.
Requirements
- Demonstrated desire, drive, and compassion to provide an exceptional patient and family experience at all times.
- High school diploma, or one year of previous job experience in lieu of a high school diploma or GED.
- Six months of experience as a Patient & Family Concierge or equivalent experience; equivalent experience may be customer-service-focused or patient-care-focused.
- Completion of one annual contribution from these options: hospital or department committee participation, participation in a departmental project, peer interviewer, or onboarding/precepting other Concierges.
- Ability to follow written and verbal instructions.
- Act 34 clearance.
Responsibilities
- Greet patients, family members, visitors, and staff, and assist with destination coordination.
- Assist with communications regarding the department.
- Accurately update and maintain patient flow, including admitting and discharging patients throughout the day.
- Coordinate patient tests and procedures and provide administrative support.
- Answer phone calls and call lights.
- Manage supplies and equipment.
- Focus on patient and guest satisfaction and quality of care throughout the patient experience.
Benefits
- Overnight shifts earn an additional $1.10 per hour.
- Professional development and learning opportunities.
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What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
High school or GED
