Patient & Family Concierge

UPMC•Cumberland, MD

5h•Onsite

About The Position

The Patient & Family Concierge provides generalized, compassionate service and support to patients, families, and visitors during their hospital stay. The role helps create a positive experience for patients, visitors, and colleagues and may work across areas of the hospital to meet changing needs. Responsibilities may include destination coordination, environmental services, dietary services, patient transportation, and supply and equipment management, with a consistent focus on patient and guest satisfaction and quality of care. The position supports UPMC Western Maryland’s 6 West Orthopedic Unit. Available shifts and statuses are discussed during the interview. The role includes rotating weekends and holidays. Candidates are placed in the appropriate job title based on experience.

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.
Availability for rotating weekends and holidays.

Nice To Haves

Customer service or secretarial experience is preferred.
Previous experience in health care or customer service is a plus but not required.

Responsibilities

Greet patients and families; provide directions and escort assistance to patients and visitors.
Share appropriate patient information while protecting confidentiality, and answer general questions about visiting hours, directions, package delivery, and hospital policies.
Issue parking discounts and passes, assist with parking cashier functions, validate patient parking, 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, and report maintenance problems.
Assemble and serve meals in accordance with diet orders and patient or guest requirements; follow food safety, sanitation, and equipment procedures.
Deliver and set up patient meal trays using the designated patient-identification script and provide other nourishment upon request.
Transport patients, patient-specific equipment, and lab specimens safely and accurately between designated areas; inspect and disinfect transportation equipment.
Record transportation activity, report status or abnormal activity to a supervisor, and submit equipment repair requests when needed.
Order, organize, stock, and deliver unit-specific supplies and equipment; maintain inventory and expiration-date checks, refrigerator and temperature logs, and designated equipment inventories.
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 while involving clinical staff as needed.
Maintain unit resources and supplies as assigned, including completing unit-specific logs and restocking patient and family areas.
Follow hand hygiene, infection control, safety, sanitation, confidentiality, and mandatory incident-reporting procedures.
Demonstrate UPMC Values and UPMC Experience behaviors, including AIDET + The Promise, the 10-5 Rule, Escort - Don't Direct, and Own Your Zone.
Perform other duties as assigned and comply with system-wide competencies and behaviors.