Patient & Family Concierge

UPMC; Pittsburgh (Allegheny County); On-site; USD 30,000 - 45,000; Full time

Job summary

UPMC St. Margaret is hiring a Full-Time Patient and Family Concierge. This role is essential in creating a welcoming environment for patients and families in the Emergency Department, offering growth opportunities in the healthcare field. Responsibilities include coordinating patient destinations, managing supplies, and providing compassionate service, with the requirement for weekend and holiday rotations.

Qualifications

• Ideal for individuals looking to begin a career in healthcare.
• Demonstrates ability to interact with patients and clinical staff.
• Ability to manage and organize supplies.

Responsibilities

• Communicates with physicians and clinical staff.
• Assists with stocking and organizing supplies.
• Provides compassionate support to patients and families.

Skills

Communication

Organization

Interpersonal Skills

Education

High school diploma or equivalent

Job description

Join Our Team at UPMC St. Margaret!

UPMC St. Margaret is currently hiring aFull-Time Patient and Family Conciergeto support our Emergency Department. This role offers a 40-hour workweek, consisting of two 8-hour shifts and two 12-hour shifts.

As a Patient and Family Concierge (PFC), you’ll play a key role in creating a welcoming and supportive environment for patients and their families. Responsibilities include:

• Communicating with physicians and clinical staff
• Answering and directing phone calls
• Stocking and organizing supplies
• Assisting with various support tasks as needed

This is an excellententry-level opportunitywith room for growth—ideal for individuals looking to begin a career in healthcare.Weekend and holiday rotations are required, offering valuable experience in a fast-paced, team-oriented setting.

If you're passionate about helping others and want to make a meaningful impact, we encourage you to apply!

This position is posted as a Patient and Family Concierge which is a valuable step in the career ladder, the final candidate will be placed in the appropriate title and salary based on experience and education.

Purpose:
The Patient & Family Concierge is responsible for providing generalized, compassionate service and support to patients, families, and visitors during their stay within the hospital. The core goal of the Concierge is to create and deliver a top-notch experience for patients, visitors, and colleagues. The Concierge will serve in a variety of capacities across the hospital based on ever-changing needs. In the course of the day, the Concierge may assist with patient and visitor destination coordination, environmental services, dietary, patient transport throughout the hospital, and supply/equipment management. Above all, the Concierge will remain focused on patient and guest satisfaction and quality of care from first to last impression.

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.
• 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.
• *Performs in accordance with all other system-wide competencies/behaviors.*Performs other duties as assigned.