Patient & Family Concierge (Casual) - High School Students

UPMC•Everett, PA

8d•Onsite

About The Position

UPMC Bedford is seeking a caring and compassionate high school student to join its 3 Main Acute Care unit as a casual Patient & Family Concierge. The position works rotating day and evening shifts and provides generalized, compassionate service and support to patients, families, and visitors during their hospital stay. Its goal is to create a positive experience for patients, visitors, and colleagues while responding to changing needs across the hospital. Duties may include destination coordination, environmental services, dietary services, patient transportation, telehealth cart setup, and supply and equipment management. The role remains focused on patient and guest satisfaction and quality of care from the first impression to the last. The Concierge welcomes and directs patients and visitors, provides appropriate general information while protecting patient confidentiality, and assists with parking and patient belongings. The role also cleans assigned areas, prepares and delivers meals, transports patients and related items, retrieves and maintains telehealth carts, and manages unit supplies and equipment. Additional work includes answering unit phones, responding to call lights under Nursing Assistant/PCT direction, interacting with patients, rounding hourly, supporting mobility as appropriate, and following infection-control and mandatory reporting procedures. The Concierge is expected to exhibit UPMC Values and use UPMC Experience behaviors, communicate clearly about the UPMC Patient Portal, and perform other duties as assigned.

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 34 with renewal.

Nice To Haves

High school students preferred.
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 appropriate patient information to visitors while protecting confidentiality and withholding restricted information.
Answer questions about visiting hours, directions, package delivery, and general hospital policies.
Issue courtesy parking discounts and free passes when appropriate, assist with parking cashier functions, validate patient parking, and track patient belongings upon admission.
Clean and organize assigned patient rooms and other areas, remove trash, empty linen hampers, replenish supplies, make beds, and change bed linens according to established procedures.
Inspect assigned areas, report maintenance issues, and ensure areas are clean and in good repair.
Assemble and serve meals according to diet orders, menus, and patient or guest requirements while following food safety, HACCP, sanitation, and equipment procedures.
Deliver patient meal trays using the designated script to confirm patient identity and deliver other requested nourishment.
Safely transport patients, patient-specific equipment, and lab specimens between designated areas; inspect and disinfect transportation equipment.
Record transportation activity, report status or abnormal activity to a supervisor, and enter equipment repair requests in the online portal.
Retrieve and set up telehealth carts for scheduled appointments, return carts to storage after cleaning and decontamination, and perform weekly cart and software testing.
Escalate telehealth cart or software concerns to the appropriate unit leader.
Order and organize unit supplies and equipment, deliver materials, and stock patient rooms and designated supply areas.
Maintain refrigerator and temperature logs, check supply expiration dates, monitor inventory with supply chain management, and inventory pumps in patient rooms.
Perform other unit-specific supply, kitchen, temperature-checking, tray, and family-lounge duties as needed.
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 and prompt patient mobility as appropriate, involving clinical staff when needed.
Maintain unit resources such as pamphlets and department contacts when applicable.
Consistently follow hand hygiene and infection-control procedures and mandatory reporting procedures for incidents or serious events that affected or could have affected 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.
Limit medication access to distribution of medication to the nurse.
Stay informed about the UPMC Patient Portal and clearly communicate navigation information to patients.
Perform in accordance with system-wide competencies and behaviors and complete other duties as assigned.