Patient & Family Concierge

UPMC•New Castle, PA

10h

About The Position

The Patient & Family Concierge provides generalized, compassionate service and support to patients, families, and visitors during their hospital stay. The role focuses on creating a positive experience for patients, visitors, and colleagues, adapting to changing hospital needs and supporting patient and guest satisfaction and quality of care from first to last impression. Depending on unit needs, the Concierge may coordinate destinations and provide escorts, perform environmental services, assemble and deliver meals, transport patients and materials, set up telehealth carts, and manage supplies and equipment. The role also supports patients and visitors with information, responds to unit needs, and follows infection-control, safety, confidentiality, and mandatory reporting procedures. Medication access is limited to distributing medication to a nurse. This is a part-time position with UPMC Jameson on the 3200 General Surgery Team. Final candidates are placed at the appropriate career-ladder level based on education, experience, and manager discretion at the time of offer.

Requirements

Desire, drive, and compassion to provide an exceptional patient and family experience.
High school diploma, active enrollment in a high school or GED program, or one year of previous job experience in lieu of a high school diploma or GED.
Ability to follow written and verbal instructions.
Act 34 clearance.
Current licensure in the state where the facility is located, or a multistate license issued by a participating Nursing Licensure Compact state where applicable. Employees on an out-of-state NLC license who change residency to the facility’s state must apply for licensure in that state within 60 days.

Nice To Haves

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

Responsibilities

Greet patients and families, provide directions and escort assistance, answer questions about hospital services and policies, and share patient information only as appropriate while protecting confidentiality.
Issue courtesy parking discounts and passes, assist with parking cashier functions and parking validation, issue patient scooters as needed, 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, change linens, and report maintenance problems.
Assemble and serve meals according to diet orders, menus, and patient or guest requirements; apply HACCP principles, follow food-service equipment procedures, perform sanitation, deliver and set up meal trays using patient-identification procedures, and deliver requested nourishment.
Transport patients, patient-specific equipment, and laboratory specimens safely and promptly between units and other designated areas; inspect and disinfect transportation equipment; record transportation data; report activity status or abnormalities; and submit repair requests when needed.
Retrieve and set up telehealth carts for scheduled appointments, return carts to storage after cleaning and decontamination, test carts and software weekly, and escalate concerns to the appropriate unit leader.
Order and organize unit supplies and equipment; deliver materials to designated areas; stock patient rooms, supply areas, trays, and other designated items; maintain refrigerator and temperature logs; check expiration dates; inventory pumps; and monitor supply inventory with supply chain management.
Perform additional unit-specific tasks as needed, such as checking kitchen items for expiration, completing logs, stocking, handling trays, or refreshing the family lounge.
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, prompt patient mobility as appropriate with clinical staff involvement, and maintain unit resources when required.
Follow hand hygiene and infection-control procedures, comply with mandatory reporting procedures, and exhibit UPMC Values and UPMC 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 clearly assist patients with navigating it.
Perform other duties as assigned and comply with system-wide competencies and behaviors.