Patient & Family Concierge

UPMC•Cumberland, MD

15h•Onsite

About The Position

UPMC Western Maryland’s 7 South Unit is seeking a part-time Patient & Family Concierge for the evening shift, 2:30 p.m. to 10:30 p.m., including shifts every other weekend and holiday. 7 South is a telemetry medical-surgical unit specializing in respiratory distress, COPD, heart failure, and post-operative care, including ENT, Watchman device, urological, and gynecological procedures. The Patient & Family Concierge provides compassionate, generalized service and support to patients, families, and visitors during their hospital stay. The role focuses on delivering a high-quality experience for patients, visitors, and colleagues, and adapts to changing needs across the hospital. Duties may span destination coordination, environmental services, dietary services, patient transportation, telehealth cart setup, and supply and equipment management, with a consistent focus on patient and guest satisfaction and quality of care.

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.

Nice To Haves

Previous experience in health care or customer service.

Responsibilities

Greet patients and families, provide directions and escort assistance, share appropriate information while protecting patient confidentiality, and answer questions about visiting hours, directions, deliveries, and hospital policies.
Issue parking discounts and passes, assist with parking cashier functions and parking validation, issue patient scooters, and track patient belongings upon admission.
Clean and organize assigned patient rooms and other areas; remove trash, empty linen hampers, replenish supplies, make beds, change linens, inspect areas, and report maintenance issues.
Assemble and serve meals according to diet orders and requirements, follow food safety and sanitation procedures, deliver and set up patient meal trays using the designated identification script, and deliver requested nourishments.
Safely transport patients, patient-specific equipment, and lab specimens between designated locations; inspect and disinfect transportation equipment; record transport activity; report status or abnormal activity; and submit equipment repair requests.
Retrieve and set up telehealth carts for scheduled patient appointments, return and decontaminate carts after visits, test carts and software weekly, and escalate concerns to the appropriate unit leader.
Order, organize, deliver, and stock unit supplies and equipment; maintain refrigerator and temperature logs; check supply expiration dates; inventory pumps; and monitor inventory with supply chain management.
Perform additional unit-specific duties as needed, such as checking kitchen items, completing logs, delivering or removing trays, and restocking 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, and round hourly.
Print and distribute daily plans of care, encourage patient mobility as appropriate with clinical staff, and maintain unit resources as assigned.
Follow hand hygiene and infection-control procedures and mandatory reporting procedures for incidents or serious events that affected or could have affected patient care.
Demonstrate UPMC Values and Experience behaviors, including AIDET and The Promise, the 10-5 Rule, Escort Don’t Direct, and Own Your Zone.
Stay informed about UPMC Patient Portal navigation and usability and explain how patients can access health information and care services.
Perform other duties as assigned and in accordance with system-wide competencies and behaviors.