Patient & Family Concierge - CTICU West Shore

UPMC•Harrisburg, PA

1h•Onsite

About The Position

The Patient & Family Concierge provides compassionate, generalized service and support to patients, families, and visitors during their hospital stay. The role focuses on creating a high-quality experience for patients, visitors, and colleagues and responds to changing hospital needs across a variety of service areas. Work may include destination coordination, environmental services, dietary services, patient transportation, telehealth cart support, and supply and equipment management. Throughout all duties, the Concierge prioritizes patient and guest satisfaction, confidentiality, safety, and quality of care.

Requirements

Must have the desire, drive, and compassion to provide an exceptional patient and family experience.
High school diploma, active enrollment in a high school/GED program, or one year of previous job experience in lieu of a high school diploma/GED.
Ability to follow written and verbal instructions.
Act 34 clearance.

Nice To Haves

Previous experience in health care or customer service.

Responsibilities

Greet patients and families and provide directions and escort assistance to appropriate destinations.
Provide information about visiting hours, directions, package delivery, and general hospital policies while respecting patient confidentiality.
Issue parking discounts and passes, validate patient parking, assist with parking cashier functions, issue patient scooters, and track patient belongings upon admission.
Clean and organize assigned patient rooms, public spaces, toilets, procedure rooms, offices, and patient-specific equipment; replenish supplies, make beds, change linens, and report maintenance issues.
Assemble and serve meals according to diet orders, menus, and individual requirements; follow food safety, sanitation, and department procedures.
Deliver and set up meal trays using the required patient-identification script and deliver other requested nourishments.
Transport patients, patient-specific equipment, and lab specimens safely and promptly between designated areas.
Inspect and disinfect transportation equipment, record transportation activity, report abnormal activity, and submit equipment repair requests.
Retrieve and set up telehealth carts for scheduled appointments, return and decontaminate carts after use, test carts and software weekly, and escalate concerns.
Order, organize, deliver, and stock unit supplies and equipment; maintain supply inventory, expiration checks, and applicable refrigerator and temperature logs.
Inventory pumps in patient rooms and remove equipment that is no longer needed; coordinate inventory monitoring with supply chain management.
As unit needs require, check refrigerator temperatures and kitchen items, complete unit logs, stock or deliver trays, and restock family lounge supplies.
Answer unit phones and transfer calls to appropriate staff; respond to call lights under Nursing Assistant/PCT direction.
Interact with patients, assess their needs, round hourly, print and distribute daily plans of care, and encourage mobility with clinical staff involvement as appropriate.
Maintain unit resources such as pamphlets and department contacts as applicable.
Follow hand hygiene and infection-control procedures and mandatory reporting procedures for incidents or serious events affecting or potentially affecting patient care.
Demonstrate UPMC Values and UPMC Experience behaviors, including AIDET + The Promise, the 10-5 Rule, Escort Don’t Direct, and Own Your Zone.
Stay informed about the UPMC Patient Portal and explain how patients can navigate it to access health information and care services.
Limit medication access to distributing medication to the nurse.