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 aims to create a positive experience for patients, visitors, and colleagues and serves in a variety of capacities across the hospital according to changing needs. Duties may include destination coordination, environmental services, dietary services, patient transportation, and supply and equipment management, with an ongoing focus on patient and guest satisfaction and quality of care. The position supports UPMC Western Maryland’s Comprehensive Inpatient Rehabilitation Unit (CIRU), a CARF-accredited program with 13 private rooms. The unit provides collaborative occupational, physical, and speech rehabilitation services and 24-hour rehabilitation nursing care through an interdisciplinary team approach. The Concierge may greet and guide patients and visitors; clean and replenish assigned areas; assemble and deliver meals; transport patients, equipment, and specimens; manage unit supplies and equipment; answer phones; respond to call lights under Nursing Assistant/PCT direction; interact with patients; and complete rounds. The role follows patient confidentiality, food safety, infection control, safety, sanitation, and mandatory reporting procedures. Access to medications is limited to distributing medication to the nurse. This is described as a great entry-level opportunity for someone seeking to enter healthcare. Shifts and statuses are discussed during the interview. The position includes rotating weekends and holidays.

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.

Nice To Haves

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

Responsibilities

Greet patients and families and provide directions or escort assistance to appropriate destinations.
Provide appropriate visitor information while protecting patient confidentiality; answer questions about visiting hours, directions, package delivery, and general hospital policies.
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 areas, toilets, procedure rooms, offices, and patient-specific equipment; remove trash, empty linen hampers, 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 while following food safety, HACCP, sanitation, and safety procedures.
Deliver and set up patient meal trays using the designated patient-identification script and deliver other requested nourishments.
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 activity, report status and abnormal activity, and submit equipment repair requests when needed.
Order and organize unit-specific supplies and equipment, maintain adequate quantities, and deliver materials to patient units and other designated areas.
Stock patient rooms and supply areas, maintain refrigerator and temperature logs, check supply expiration dates, inventory pumps, and monitor inventory in collaboration with supply chain management.
Depending on unit needs, monitor refrigerator temperatures, check kitchens for expired items, complete unit-specific logs, stock supplies, and deliver or remove trays and restock the family lounge.
Answer unit phones and transfer calls to appropriate staff; respond to call lights under Nursing Assistant/PCT direction.
Interact and socialize with patients, assess patient needs, round hourly, print and distribute daily plans of care, and prompt patient mobility as appropriate in coordination with clinical staff.
Maintain unit resources such as pamphlets and department contacts when applicable.
Follow hand hygiene and infection control procedures and mandatory reporting procedures for incidents or serious events affecting or potentially affecting patient care.
Exhibit UPMC Values and follow UPMC Experience behaviors, including AIDET + The Promise, the 10-5 Rule, Escort - Don't Direct, and Own Your Zone.
Perform duties in accordance with system-wide competencies and behaviors and complete other duties as assigned.