Patient & Family Concierge

UPMC•Cranberry Township, PA

2d•Onsite

About The Position

UPMC Northwest is hiring a full-time Patient & Family Concierge for the 3 South Medical Oncology Team. The role works rotating days and evenings and focuses on creating a supportive, positive experience for patients, families, and visitors. Final candidates are placed at the appropriate career-ladder level based on education, experience, and manager discretion at the time of offer. The Patient & Family Concierge provides destination coordination, environmental, dietary, transportation, telehealth-cart, and supply-management support. The role also answers unit phones, responds to call lights under Nursing Assistant/PCT direction, interacts with patients, rounds hourly, supports patient mobility as appropriate, and helps patients navigate the UPMC Patient Portal. The position requires consistent attention to patient confidentiality, safety, infection control, and UPMC service behaviors.

Requirements

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.
Desire, drive, and compassion to provide an exceptional patient and family experience.
Act 34 clearance.
OAPSA clearance.

Nice To Haves

Previous experience in health care or customer service.

Responsibilities

Greet patients, families, and visitors; provide directions and escort assistance; share appropriate information while protecting patient confidentiality; answer questions about visiting hours, directions, package delivery, and hospital policies; issue parking discounts and passes; assist with parking cashier functions and patient parking validation; issue patient scooters; and track patient belongings upon admission.
Clean and organize assigned patient rooms, public areas, toilets, procedure rooms, offices, and patient-specific equipment; remove trash and linen; replenish supplies; make beds and change linens; inspect assigned areas; and report maintenance problems to a supervisor.
Assemble and serve meals according to diet orders, menus, and patient or guest requirements; apply HACCP principles; operate food-service equipment according to procedures; perform sanitation; deliver and set up meal trays using the designated patient-identification script; and deliver requested nourishment while following safety and sanitation rules.
Safely and accurately transport patients, patient-specific equipment, and lab specimens between units, treatment centers, and designated areas; inspect and disinfect transportation equipment; record transportation data; report activity status and abnormalities to a supervisor; and submit equipment repair requests through the online portal.
Retrieve and set up telehealth carts for scheduled appointments; return carts to storage after cleaning and decontaminating them; test carts and software weekly; and escalate concerns to the appropriate unit leader.
Order and organize unit supplies and equipment; deliver supplies, equipment, medication, and other materials; stock patient rooms and designated supplies and trays; maintain refrigerator and temperature logs and check supply expiration dates; inventory pumps and remove those not needed; and monitor inventory and expiration dates with supply chain management.
Depending on unit needs, monitor refrigerator temperatures, check kitchens for expired items, complete unit-specific logs and stocking, deliver and remove 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 and assess their needs; round hourly; print and distribute daily plans of care; and prompt patient mobility as appropriate with clinical staff involvement when needed.
Maintain unit resources such as pamphlets and department contacts when applicable; follow hand hygiene and infection-control procedures; and comply with mandatory reporting procedures for incidents or serious events that affected or could have affected patient care.
Demonstrate UPMC Values and service behaviors, including AIDET + The Promise, the 10-5 Rule, Escort Don’t Direct, and Own Your Zone.
Stay informed about the navigation and usability of the UPMC Patient Portal and clearly explain how patients can use it to access health information and care services.
Perform other duties as assigned and comply with system-wide competencies and behaviors.