Full-Time Patient & Family Concierge- Acute Care (4 East)

UPMC•Pittsburgh, PA

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 creating a positive experience for patients, visitors, and colleagues and may support a range of hospital functions according to changing needs, including destination coordination, environmental services, dietary services, patient transportation, telehealth cart support, and supply and equipment management. The Concierge prioritizes patient and guest satisfaction and quality of care throughout the hospital experience. Responsibilities include greeting and directing patients and visitors, escorting them as needed, sharing appropriate general information while protecting patient confidentiality, and assisting with parking and patient belongings. The Concierge cleans and organizes assigned areas, replenishes supplies, and reports maintenance concerns; assembles and delivers meals in accordance with diet orders and food safety procedures; and transports patients, equipment, and specimens while maintaining and documenting transportation equipment and activity. The role also retrieves, sets up, cleans, and tests telehealth carts; manages unit supplies and equipment, including stocking, inventory, expiration checks, and temperature logs; and provides general unit support such as answering phones, responding to call lights under clinical staff direction, rounding, distributing plans of care, and encouraging patient mobility as appropriate. The Concierge follows infection-control and mandatory reporting procedures, observes UPMC values and experience practices, and performs other duties as assigned. Medication access is limited to distributing medication to the nurse.

Requirements

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.
Desire, drive, and compassion to provide an exceptional patient and family experience.

Nice To Haves

Previous experience in health care or customer service.

Responsibilities

Greet patients and families, provide directions and escort assistance, and share appropriate visitor and hospital information while protecting patient confidentiality.
Issue parking discounts and passes, assist with parking cashier functions, issue patient scooters, and establish tracking of patient belongings upon admission.
Clean and organize assigned patient, public, procedure, and office areas; replenish supplies; make beds and change linens; and report maintenance problems.
Assemble and serve meals according to diet orders and patient or guest requirements, apply food safety practices, and deliver meal trays and other nourishments.
Transport patients, patient-specific equipment, and lab specimens safely and accurately; inspect and disinfect transportation equipment; document transportation activity; and report status or abnormal activity.
Retrieve and set up telehealth carts for scheduled appointments, clean and decontaminate carts after use, conduct weekly cart and software testing, and escalate concerns.
Order, organize, deliver, and stock unit supplies and equipment; maintain applicable refrigerator and temperature logs; check expiration dates; and monitor inventory with supply chain management.
Inventory pumps in patient rooms and remove those that are not needed.
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.
Follow hand hygiene, infection-control, and mandatory reporting procedures and demonstrate UPMC values and experience behaviors.
Perform other duties as assigned.