Full-Time Patient & Family Concierge - UPMC Presbyterian Adult Acute Care (11S)

UPMC•Pittsburgh, PA

7h•Onsite

About The Position

The Patient & Family Concierge serves as a key ambassador of the UPMC Experience, providing support to patients, families, visitors, and clinical teams. This role involves assisting with customer service, hospitality needs, transport, environmental services, dietary support, and supply coordination. The mission is to deliver exceptional service, anticipate needs, and help create a safe and comfortable environment for all within the hospital setting. The position is located in Unit 11S, an Adult Acute Care unit at UPMC Presbyterian, which cares for a diverse patient population including those with hepatology, urology, endocrinology, post-surgical complications, pulmonary, and infectious diseases. This is a teaching unit that offers graduate nurses and nurses opportunities to gain inpatient experience and expand clinical knowledge, featuring daily multidisciplinary bedside rounds and collaboration with medical teaching teams on discharge planning.

Requirements

Must have the desire, drive, and compassion needed to provide an exceptional patient and family experience at all times.
High School diploma OR active High School/GED program enrollment OR one year of previous job experience required in lieu of HS Diploma/GED.
Ability to follow written and verbal instructions.
Act 34 (Licensure, Certifications, and Clearances)

Nice To Haves

Previous experience in health care or customer service

Responsibilities

Warmly greet patients and visitors, offering directions or personally escorting them to their destinations.
Provide information on visiting hours, hospital policies, and navigation support.
Maintain patient confidentiality at all times.
Assist with courtesy parking passes, parking validation, and patient scooter distribution.
Track and document patient belongings upon admission.
Clean and maintain assigned areas including patient rooms, public spaces, bathrooms, and equipment.
Remove trash, replenish supplies, and organize spaces as needed.
Make beds and change linens in patient discharge rooms.
Report maintenance concerns promptly.
Assemble and serve meals according to diet orders and patient ‑specific needs.
Ensure food quality and safety following HACCP and departmental guidelines.
Deliver and set up meal trays using approved patient ‑identification scripting.
Follow all sanitation and safety regulations.
Safely transport patients, equipment, and lab specimens throughout the hospital.
Clean and inspect transport equipment.
Document transport activity and report concerns or repair needs.
Retrieve, set up, clean, and return telehealth carts for scheduled appointments.
Perform weekly functionality testing and report issues.
Order, organize, and distribute unit supplies and equipment.
Restock rooms, medication carts (excluding medications), PPE, clinical trays, and supply areas.
Maintain logs, temperature checks, and expiration monitoring.
Inventory pumps and remove unnecessary equipment.
Assist with lounge upkeep and unit ‑specific stocking needs.
Answer phones, respond to call lights under NA/PCT direction, and positively interact with patients.
Conduct hourly rounding to ensure all needs are met.
Print and distribute plans of care.
Encourage patient mobility with appropriate clinical support.
Assist patients in navigating the UPMC Patient Portal.
Adhere to hand hygiene, infection control, safety, and reporting requirements.
Demonstrate UPMC Values and UPMC Experience Standards (AIDET, 10 ‑5 Rule, Escort Don’t Direct, Own Your Zone).
Other duties as assigned