Patient & Family Concierge

UPMC; Farrell (Mercer County); On-site; USD 42,000 - 64,000; Full time

Job summary

UPMC Horizon - Shenango Valley is seeking a Patient & Family Concierge for the Emergency Department to support patients and families in a fast-paced environment. The role runs full-time from 8 a.m. to 8 p.m.

and involves coordinating patient movements, escort services, meal delivery per dietary needs, and safe transport across departments. The position emphasizes compassionate patient greeting, confidentiality, and adherence to hospital policies.

Responsibilities

• Destination Coordination: Greets patients and families warmly, provides directions and escort assistance to ensure arrival at the correct destination, shares patient info appropriately while protecting confidentiality, offers parking discounts and passes, assists with parking cashier functions, tracks patient belongings on admission.
• Environmental Services: Cleans, tidies, replaces linens, and maintains patient rooms and common areas; replenishes supplies, makes beds, checks for cleanliness and maintenance needs.
• Dietary Services: Delivers meals per diet orders, follows HACCP and safety guidelines, operates food service equipment, delivers meals and nourishments to patients or guests.
• Transportation Services: Transports patients and equipment between units, records data, inspects vehicles, reports issues, and coordinates with maintenance as needed.
• Telehealth Cart Retrieval and Set Up: Retrieves telehealth cart, sets up in patient room for scheduled visits, decontaminates cart after use, performs weekly testing of cart and software, and escalates concerns.
• Supply & Equipment Management: Orders and stocks supplies to unit level, distributes supplies and equipment, maintains refrigerators and logs, inventories pumps and monitors expiration dates in collaboration with supply chain.
• General: Answers phones, responds to call lights, interacts with patients, rounds hourly, distributes daily care plans, prompts mobility with staff support, follows hand hygiene and infection control, adheres to incident reporting, upholds UPMC values, and ensures portal navigation support.

Job description

UPMC Horizon - Shenango Valley is hiring a Patient & Family Concierge to join the Emergency Department Team. This full-time role will work 8 a.m. to 8 p.m.

Final candidates will be selected for a job title within the career ladder that reflects level of education, experience and manager discretion at time of offer.

Responsibilities:

• Destination Coordination: Greets patients and families warmly and positively, providing verbal direction and escort assistance to visitors and patients to ensure their arrival at the appropriate destination. Disseminates patient information to visitors as appropriate while respecting patient confidentiality and withholding restricted information. Serves as a reference source for visiting hours, general directions, package delivery, and general hospital policies. Issues courtesy parking discounts and free passes when appropriate. Issues patient scooters to patients and visitors as needed. Assists with parking cashier functions and validates patient parking. Establishes tracking of patient belongings upon admission.
• Environmental Services: Cleans, removes trash from, empties linen hampers, and organizes all assigned areas, including patient rooms, public areas, toilets, procedure rooms, offices, and patient-specific equipment, following established procedures. Replenishes supplies as needed. Makes beds and changes bed linens following established cleaning procedures in all assigned patient discharge rooms and on-call rooms. Inspects and ensures that all assigned areas are properly cleaned and in good repair, reporting any maintenance problems to a supervisor.
• Dietary Services: Assembles and serves meals according to diet orders, menus, and patient or guest specific requirements. Maintains food safety and quality by applying HACCP principles throughout service. Adheres to department procedures regarding the operation of all food service equipment. Performs sanitation in accordance with departmental procedures and health department guidelines. Delivers and sets up patient meal trays using the designated department script to ensure proper patient identification. Delivers other nourishments to patients upon request. Follows all safety and sanitation regulations.
• Transportation Services: Transports patients and patient-specific equipment, and lab specimens using prescribed vehicles between patient units, treatment centers, and other designated areas safely, timely, and accurately. Performs inspections and disinfecting procedures on transportation equipment utilized by the department. Records transportation data electronically in the Transport Tracking System and/or manually on appropriate forms and logs utilized by the department. Reports the status of transportation activities and abnormal activities to a supervisor. Enters requests for equipment repairs into the online portal as maintenance issues are identified. Inspects and disinfects transportation equipment.
• Telehealth Cart Retrieval and Set Up: When notified by PFC Sr, PFC Lead, RN or other designated staff member that a telehealth appointment has been scheduled for a patient. The PFC will retrieve the telehealth cart and set up in the patient’s room at the designated appointment time. Once telehealth visit is completed, will return cart to appropriate storage location clean and decontaminate. Perform weekly testing of the telehealth cart and software to ensure that it is functioning as expected and elevate concerns to appropriate unit leader. Supply & Equipment Management: Orders unit specific supplies and equipment, ensuring adequate and appropriate quantities. Organizes supply room. Delivers supplies, equipment, medication and other materials to the patient units, and other designated areas safely, timely, and accurately. Stocks patient room, supply areas, med cards (no medications), Accucheck trays, phlebotomy/IV trays, PPE, and more. Maintains refrigerator and temperature logs and checks all expiration dates on supplies. Inventories pumps (SCDs, IV, etc.) in patient rooms and removes if not needed. Monitors supply inventory and expiration date in collaboration with supply chain management. Depending on unit need, may also: monitor refrigerator temperatures, check kitchens for expired items, complete additional unit-specific logs and stock, deliver and remove trays, routinely freshen and restock supplies in family lounge.
• General:Answers unit phones and transfers to appropriate staff.Responds to call lights under Nursing Assistant/PCT direction.Interacts and socializes with patients and assesses patient needs.Rounds hourly to ensure all areas of responsibility are met satisfactorily.Prints and distributes daily plans of care.Prompts patient mobility as appropriate, involving the appropriate clinical staff as needed.Depending upon unit, may maintain resources like pamphlets, department contacts, etc.Adheres to hand hygiene and infection control procedures on a consistent basis when interacting with customers. Responsible for following mandatory reporting procedures for any incident or serious event that did affect or potentially could have affected the care of any patient.Exhibits UPMC Values and practices UPMC Experience key behaviors (AIDET + The Promise, 10-5 Rule, Escort Don’t Direct, Own Your Zone) when performing all job responsibilities.Access to medications is limited to the distribution of the medication to the nurse.Stays informed on navigation and usability of UPMC Patient Portal; confidently and clearly communicates what patients need to know to navigate the Portal to ensure a smooth experience and continued access to health information and care services.
• *Performs in accordance with all other system-wide competencies/behaviors.*Performs other duties as assigned.