Patient & Family Concierge - Casual - 10S at UPMC Presbyterian

UPMC•Pittsburgh, PA

19h•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 focuses on delivering a high-quality experience for patients, visitors, and colleagues, and responds to changing needs across the hospital. Duties may span destination coordination, environmental services, dietary services, patient transportation, telehealth cart setup, and supply and equipment management. The Concierge remains focused on patient and guest satisfaction and quality of care throughout each interaction. The position also supports general unit operations by answering phones, responding to call lights under Nursing Assistant/PCT direction, interacting with patients, rounding hourly, distributing daily plans of care, and encouraging mobility when appropriate with clinical staff involvement. The Concierge follows infection-control and incident-reporting procedures, demonstrates UPMC Experience behaviors, and helps patients navigate the UPMC Patient Portal. Access to medications is limited to distributing medication to a nurse. Other duties may be assigned.

Requirements

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 clearance.

Nice To Haves

Previous experience in health care or customer service is a plus but is not required.
Desire, drive, and compassion to provide an exceptional patient and family experience.

Responsibilities

Greet patients and families, provide directions and escort assistance, answer general questions about hospital services and policies, and share patient information only as appropriate while protecting confidentiality.
Issue parking discounts and passes, assist with parking cashier functions and 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; replenish supplies; make beds and change linens; and report maintenance problems.
Assemble and serve meals according to diet orders and requirements, apply HACCP food-safety principles, operate food-service equipment according to procedures, sanitize appropriately, and deliver meal trays and other nourishments.
Transport patients, patient-specific equipment, and lab specimens safely and accurately between designated locations; inspect and disinfect transportation equipment; record transport activity; report status or abnormalities; and submit repair requests.
Retrieve and set up telehealth carts for scheduled appointments, return and decontaminate carts after visits, test carts and software weekly, and escalate concerns to the appropriate unit leader.
Order, organize, stock, and deliver unit supplies and equipment; maintain temperature logs and check expiration dates; inventory pumps and remove those no longer needed; and coordinate inventory monitoring with supply chain management.
Depending on unit needs, monitor refrigerator temperatures, check kitchens for expired items, complete unit-specific logs, stock supplies, deliver or remove trays, and restock family lounge supplies.
Answer unit phones and transfer calls to appropriate staff; respond to call lights under Nursing Assistant/PCT direction; interact with patients and assess their needs; and round hourly to ensure assigned areas are satisfactory.
Print and distribute daily plans of care and encourage patient mobility as appropriate, involving clinical staff when needed.
Maintain unit resources such as pamphlets and department contacts where 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 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 explain how patients can navigate it to access health information and care services.
Perform other duties as assigned.