Patient & Family Concierge

UPMC; New Castle (PA); On-site; USD 22,000 - 30,000; Full time

Job summary

UPMC Jameson seeks a Patient & Family Concierge to support patients, families, and visitors in a fast-paced hospital setting. This role focuses on welcoming guests, guiding them to destinations, and coordinating services to enhance the patient experience.

The position emphasizes compassionate service, confidentiality, and teamwork with the Cardiac Care and Telemetry Team. Prior health care or customer service experience is a plus, with opportunities for growth within the hospital’s care ladder.

Qualifications

• High school diploma or equivalent required.
• Previous experience in health care or customer service is a plus.

Responsibilities

• Greets patients and families and provides directions and escort assistance.
• Ensures patient information is shared appropriately while maintaining confidentiality.
• Assists with parking and transportation logistics and coordinates with staff as needed.
• Stocks and maintains clean, organized patient areas and equipment.
• Supports dietary, environmental, and transportation services as part of the care team.

Skills

Customer service

Communication

Education

High school diploma

Job description

UPMC Jameson is hiring a flexible, full-time Patient & Family Concierge to join the 2300 Cardiac Care and Telemetry Team! This opportunity is perfect for someone who thrives on creating exceptional experiences for patients, families, and visitors.
If you are passionate about service, energized by variety, and committed to making others feel supported and at ease, this role offers the chance to make a meaningful impact every single day.
Final candidates will be placed within the appropriate role on the career ladder based on education, experience, and manager discretion at the 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.
  

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.

Licensure, Certifications, and Clearances

• Act 31 Child Abuse Reporting with renewal
• Act 33 with renewal
• Act 34 with renewal
• Act 73 FBI Clearance with renewal

UPMC is an Equal Opportunity Employer/Disability/Veteran