Patient & Family Concierge - Full-Time - Medical ICU at UPMC Presbyterian

UPMC•Pittsburgh, PA

22h•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 aims to create an excellent experience for patients, visitors, and colleagues, adapting to changing needs across the hospital. Duties may span destination coordination, environmental services, dietary services, patient transportation, telehealth cart support, and supply and equipment management, with a focus on patient and guest satisfaction and quality of care. The Concierge welcomes and directs patients and visitors, provides appropriate general hospital information while protecting patient confidentiality, and may assist with parking, scooters, and tracking patient belongings. The role cleans and maintains assigned areas, replenishes supplies, prepares and delivers meals according to dietary requirements and food-safety procedures, and transports patients, equipment, and specimens. It also retrieves, sets up, cleans, and tests telehealth carts; maintains unit supplies and equipment; and supports patients and staff through phone coverage, call-light response under clinical staff direction, hourly rounding, mobility prompts, and patient portal guidance. The Concierge follows infection-control and safety procedures, reports incidents and maintenance concerns, and demonstrates UPMC values and experience behaviors.

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 31 Child Abuse Reporting clearance with renewal.
Act 33 clearance with renewal.
Act 34 clearance.
Act 73 FBI clearance with renewal.

Nice To Haves

Previous experience in health care or customer service is a plus, but is not required.

Responsibilities

Greet patients and families and provide directions or escort assistance to appropriate destinations.
Provide information about visiting hours, directions, package delivery, and general hospital policies while protecting patient confidentiality.
Issue courtesy parking discounts and free passes when appropriate, assist with parking cashier functions, validate patient parking, and issue scooters as needed.
Track patient belongings upon admission.
Clean and organize assigned patient rooms, public areas, toilets, procedure rooms, offices, and patient-specific equipment; remove trash, empty linen hampers, replenish supplies, and make beds or change linens as required.
Inspect assigned areas and report maintenance problems to a supervisor.
Assemble and serve meals according to diet orders, menus, and patient or guest requirements, following food safety, sanitation, and equipment procedures.
Deliver and set up patient meal trays using the designated patient-identification script, and deliver other requested nourishment.
Transport patients, patient-specific equipment, and lab specimens safely and promptly between designated hospital areas.
Inspect and disinfect transportation equipment; record transportation data; report transportation status or abnormal activity; and submit equipment repair requests through the online portal.
Retrieve and set up telehealth carts for scheduled appointments, then return carts to storage after cleaning and decontamination.
Test telehealth carts and software weekly and escalate concerns to the appropriate unit leader.
Order and organize unit-specific supplies and equipment; deliver materials to patient units and other designated areas; and stock patient rooms and supply areas.
Maintain refrigerator and temperature logs, check supply expiration dates, monitor inventory with supply chain management, and inventory or remove pumps that are not needed.
Perform unit-specific tasks as needed, such as monitoring refrigerator temperatures, checking kitchens for expired items, completing logs, stocking areas, and delivering or removing trays.
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 to ensure assigned areas and responsibilities are addressed.
Print and distribute daily plans of care and prompt patient mobility when appropriate, involving clinical staff as needed.
Maintain unit resources such as pamphlets and department contacts when required.
Follow hand hygiene, infection-control, safety, and mandatory incident-reporting procedures.
Demonstrate UPMC values and 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 help patients understand how to navigate it and access health information and care services.
Perform other duties as assigned and comply with system-wide competencies and behaviors.