Full-Time Patient & Family Concierge - Cardiothoracic ICU

Life in Pittsburgh; Pittsburgh (Allegheny County); On-site; USD 32,000 - 42,000; Full time

Job summary

UPMC Presbyterian is seeking a Full-Time Patient & Family Concierge for the Cardiothoracic ICU to support patients, families, and visitors throughout hospital stays. The role emphasizes coordinating destinations, assisting with environmental services, dietary needs, transportation, and supply management to ensure a high-quality patient experience.

Responsibilities include welcoming patients, guiding them to locations, helping with parking, and handling related duties.

Qualifications

• High school diploma or equivalent required or enrollment in HS/GED program.
• Experience in health care or customer service is a plus but not required.
• Ability to follow written and verbal instructions.

Responsibilities

• Destination coordination: greet patients and families, guide to destinations, assist with parking and passes, track belongings.
• Environmental services: clean and organize areas, replenish supplies, report issues.
• Dietary services: assemble and serve meals per dietary orders, maintain safety.
• Transportation services: transport patients and equipment, disinfect equipment, log data.
• Supply & equipment management: order and deliver supplies, keep stock and logs, check expirations.

Skills

Compassion

Customer service

Communication

Follow instructions

Attention to detail

Education

High School diploma or equivalent

Enrollment in high school/GED

Job description

Join UPMC Presbyterian's Cardiology Team!

UPMC Shadyside is hiring a Full-Time Patient & Family Concierge to join their team in the Cardiothoracic ICU!

The Patient & Family Concierge provides compassionate, general support to patients, families, and visitors throughout their hospital stay. The primary goal of the Concierge is to ensure a high-quality experience for everyone involved, including patients, visitors, and staff. Duties may include coordinating patient and visitor destinations, assisting with environmental services, dietary needs, patient transport, and managing supplies and equipment.

About the Unit:

The Cardiothoracic ICU at Presbyterian is a 20-bed critical care facility specializing in care for adult and geriatric patients recovering from open heart surgery, heart and/or lung transplant, thoracic surgery, and vascular surgery. Our surgical teams are closely involved in a collaborative and multidisciplinary approach to patient management.

Responsibilities:

• Destination Coordination: Welcomes patients and families, guiding them to their destinations and providing information while respecting confidentiality. Assists with parking, issues courtesy discounts and passes, provides scooters as needed, and tracks patient belongings upon admission.
• Environmental Services: Cleans and organizes assigned areas, including patient rooms and public spaces, follows cleaning procedures, replenishes supplies, and reports maintenance issues.
• Dietary Services: Assembles and serves meals based on dietary orders, maintains food safety, operates food service equipment, and delivers meal trays and nourishments, adhering to sanitation and safety guidelines.
• Transportation Services: Safely transports patients, equipment, and lab specimens between areas, disinfects equipment, records data, reports issues, and requests equipment repairs as needed.
• Supply & Equipment Management: Orders, organizes, and delivers supplies and equipment, maintains stock and temperature logs, checks expiration dates, and monitors inventory.
• General: Answers phones, responds to call lights, interacts with patients, rounds regularly, distributes care plans, prompts mobility, maintains resources, and follows hygiene and infection control protocols. Adheres to reporting procedures and UPMC values, and performs additional duties as assigned.

• 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.
• Previous experience in health care or customer service is a plus, but not required.
• Ability to follow written and verbal instructions.

Patient & Family Concierge (PFC) Career Ladder:

• Patient & Family Concierge
  • Requires a high school diploma/GED or enrollment in a high school or GED program
  • 1 year of previous job experience
• Patient & Family Concierge Senior
  • Requires a high school diploma/GED
  • 1 year of previous job experience
  • Six months or more of PFC experience or equivalent
• Patient & Family Concierge Lead
  • Requires a high school diploma/GED
  • 1 year of previous job experience
  • 2 years or more of PFC experience or equivalent (including one year as PFC-Senior)

Licensure, Certifications, and Clearances:

• Act 34

UPMC is an Equal Opportunity Employer/Disability/Veteran