Patient & Family Concierge - Senior (Night Shift)

UPMC•Monroeville, PA

6h•Onsite

About The Position

The Patient & Family Concierge, Senior is responsible for delivering compassionate, service‑driven support to patients, families, visitors, and staff across the hospital. This role ensures a seamless, top‑quality experience from first to last impression by assisting with navigation, communication, comfort, and operational needs. Concierges, Senior will support multiple functions—including patient/visitor coordination, environmental services, dietary, transport, supplies/equipment, and administrative tasks—based on real‑time hospital needs. Above all, this position is dedicated to patient satisfaction, service excellence, and contributing to a safe, welcoming environment throughout the Emergency Department.

Requirements

Must have the desire, drive, and compassion needed to provide an exceptional patient and family experience at all times.
High School diploma OR one year of previous job experience required in lieu of HS Diploma/GED.
6 months of experience as a Patient & Family Concierge or equivalent.
Demonstrated competency in all responsibilities of Patient & Family Concierge role.
Ability to follow written and verbal instructions

Nice To Haves

Internal promotions to this level are based on the discretion of the business unit’s assessment of employee performance
Completion of 1 annual contribution from these options: hospital/department committee participation, participation in departmental project, peer interviewer, onboarding/precepting of other Experience Concierges.

Responsibilities

Warmly greets and directs patients, families, and visitors.
Escorts patients/visitors to destinations as needed.
Shares appropriate patient information while maintaining confidentiality.
Provides information on visiting hours, policies, and general directions.
Issues courtesy parking discounts, free passes, and validates parking.
Issues patient scooters and establishes tracking of patient belongings.
Cleans and organizes assigned areas, including patient rooms, public areas, and equipment.
Removes trash, empties linen, replenishes supplies, and changes bed linens following procedures.
Inspects assigned areas and reports maintenance or repair needs.
Assembles and serves patient meals according to diet orders.
Maintains food safety and follows HACCP principles.
Operates food service equipment per guidelines.
Delivers patient meal trays and nourishments, ensuring proper identification.
Follows all safety and sanitation standards.
Safely transports patients, equipment, and lab specimens throughout the hospital.
Disinfects transportation equipment and documents transport activities.
Enters repair requests into the online portal as needed.
Communicates abnormal transport concerns to leadership.
Orders unit-specific supplies and ensures adequate inventory.
Organizes supply rooms and restocks: patient rooms, med carts (excluding meds), trays, PPE, IV supplies, etc.
Logs refrigerator temperatures and checks expiration dates.
Inventories and removes unused pumps/equipment.
Supports supply chain processes and completes unit-specific stocking and audits.
Completes administrative tasks including coordinating tests, scheduling transports, and general errands.
Answers phones and assists callers with courtesy and accuracy.
Manages CyraCom equipment, prints unit reports, assigns phones, builds patient charts, and files documentation.
Updates bedboards and communicates changes as required.
Enters physician orders and maintains OR schedules.
Processes admissions, transfers, and discharges in the EHR.
Completes parking pass and cashier functions.
Performs crash cart checks and distributes mail.
Conducts unit audits and monitors noise levels/quiet time compliance.
Answers unit phones and responds to call lights as directed by clinical staff.
Conducts hourly rounding and assists with patient comfort needs.
Promotes patient mobility in collaboration with clinical staff.
Maintains patient‑facing and staff‑facing bulletin boards.
Performs required audits (DOH POC, hand hygiene, TJC tracers, etc.).
Follows all infection control and mandatory reporting procedures.
Supports UPMC values and experience standards (AIDET, Promise behaviors, 10‑5 Rule, Escort Don’t Direct, Own Your Zone).
Assists patients with navigating and understanding the UPMC Patient Portal.
Monitors Epic for Telehealth Cart tasks.
Coordinates cart delivery with remote specialty providers via secure chat.
Delivers carts to patient rooms and initiates telemedicine visits.
Closes tasks in Epic and ensures carts are cleaned, charged, and returned.
Performs weekly testing and escalates issues to IT Telemedicine as needed.