Patient & Family Concierge

UPMC•New Castle, PA

11h

About The Position

UPMC Jameson is hiring a flexible, full-time Patient & Family Concierge for the 2300 Cardiac Care and Telemetry Team. This role supports patients, families, and visitors by providing welcoming service and assistance across several areas, including destination coordination, environmental services, dietary services, patient transportation, telehealth cart setup, and unit supply and equipment management. Final candidates will be placed at the appropriate career-ladder level based on education, experience, and manager discretion at the time of offer. The concierge helps patients and visitors navigate the hospital, maintains clean and orderly assigned areas, delivers meals and supplies, safely transports patients and equipment, and supports telehealth appointments. The role also provides general assistance on the unit, including answering phones, responding to call lights under Nursing Assistant/PCT direction, interacting with patients, and helping patients use the UPMC Patient Portal. The position requires compassion, reliable service, adherence to safety and infection-control procedures, and compliance with UPMC system-wide competencies and behaviors.

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.
Desire, drive, and compassion to provide an exceptional patient and family experience.
Act 31 Child Abuse Reporting certification, with renewal.
Act 33 clearance, with renewal.
Act 34 clearance, with renewal.
Act 73 FBI Clearance, with renewal.

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, and share appropriate information while protecting patient confidentiality.
Provide information about visiting hours, directions, package delivery, and general hospital policies; issue parking discounts or passes, 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; replenish supplies, change linens, and report maintenance issues.
Assemble and serve meals according to diet orders and individual requirements; follow HACCP, food safety, sanitation, and equipment procedures; deliver meal trays and other nourishment to patients.
Safely and accurately transport patients, patient-specific equipment, and lab specimens between designated areas; inspect and disinfect transportation equipment, record transportation data, report abnormal activities, and submit repair requests.
Retrieve and set up telehealth carts for scheduled appointments, clean and decontaminate carts after use, and perform weekly testing of carts and software, escalating concerns to the appropriate unit leader.
Order, organize, deliver, stock, and monitor unit-specific supplies and equipment; maintain temperature and expiration-date logs and inventory equipment such as pumps.
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.
Round hourly, print and distribute daily plans of care, and prompt patient mobility as appropriate while involving clinical staff when needed.
Maintain unit resources such as pamphlets and department contacts when required by the unit.
Follow hand hygiene and infection-control procedures and mandatory reporting procedures for incidents or serious events affecting or potentially affecting patient care.
Demonstrate 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.
Limit medication access to distributing medication to the nurse.
Perform other duties as assigned and comply with system-wide competencies and behaviors.