Patient & Family Concierge - 6 East Rehab

UPMC•Monroeville, PA

About The Position

PMC East is seeking a part-time Patient & Family Concierge for its 6 East Rehab Unit. The role provides compassionate, generalized service and support to patients, families, and visitors throughout their hospital stay, with the goal of delivering an excellent experience for patients, visitors, and colleagues. The Concierge works across different hospital functions in response to changing needs, including destination coordination, environmental services, dietary services, patient transportation, telehealth cart setup, and supply and equipment management. The position remains focused on patient and guest satisfaction and quality of care from the first impression to the last. This position requires two 12-hour shifts per week on a rotating schedule, during either 6 AM–6 PM or 6 PM–6 AM. The Concierge must have the desire, drive, and compassion to provide an exceptional patient and family experience. A high school diploma, active high school/GED program enrollment, or one year of previous job experience in lieu of a high school diploma/GED is required. Previous healthcare or customer service experience is a plus but is not required. The ability to follow written and verbal instructions is required. Act 34 is listed under Licensure, Certifications, and Clearances.

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 34 is listed under Licensure, Certifications, and Clearances.

Nice To Haves

Previous experience in healthcare or customer service.

Responsibilities

Greet patients and families, provide directions and escort assistance, share appropriate patient information while protecting confidentiality, and answer general questions about visiting hours, directions, package delivery, and hospital policies.
Issue courtesy parking discounts and passes, validate patient parking, assist with parking cashier functions, provide patient scooters as needed, and track patient belongings upon admission.
Clean and organize assigned areas and equipment, remove trash, empty linen hampers, replenish supplies, make beds and change linens in assigned discharge and on-call rooms, and report maintenance concerns.
Assemble and serve meals according to diet orders, menus, and individual requirements; follow food safety, HACCP, sanitation, equipment-operation, and patient-identification procedures; and deliver requested nourishment.
Safely and accurately transport patients, patient-specific equipment, and lab specimens between designated areas; inspect and disinfect transportation equipment; record transportation activity; report status or abnormalities; and submit equipment repair requests.
Retrieve and set up telehealth carts for scheduled appointments, return and decontaminate carts after use, test carts and software weekly, and escalate concerns to the appropriate unit leader.
Order, organize, deliver, and stock unit supplies and equipment, including designated patient-care supplies and materials; maintain temperature logs and check expiration dates; inventory pumps and remove unneeded equipment; and coordinate supply inventory with supply chain management.
As unit needs require, monitor refrigerator temperatures, check kitchens for expired items, complete unit-specific logs and stocking, deliver and 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 and duties are addressed.
Print and distribute daily plans of care, encourage patient mobility as appropriate in coordination with clinical staff, and maintain unit resources such as pamphlets and department contacts when needed.
Follow hand hygiene and infection control procedures and mandatory reporting procedures for incidents or serious events that affected or could have affected 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.
Limit medication access to distribution of medication to the nurse and stay informed about the UPMC Patient Portal to help patients navigate it and maintain access to health information and care services.
Perform other duties as assigned and comply with system-wide competencies and behaviors.