Patient & Family Concierge (Part-Time)

UPMC; Pittsburgh, Northern (Allegheny County, KY); Hybrid; USD 22,000 - 30,000; Part time

Job summary

UPMC St. Margaret is seeking a part-time support role to assist visitors, patients, and families with directions and overall patient experience. The role includes coordination of services across environmental, dietary, transportation, and telehealth support areas within the hospital.

Qualifications emphasize strong customer service and communication skills, with ability to work in a healthcare environment. The position requires flexibility to cover two 12-hour day shifts weekly and weekend

Qualifications

• Experience in healthcare or hospital setting preferred.
• Strong communication and interpersonal skills.
• Ability to stand for long periods and assist visitors.

Responsibilities

• Greets patients and families, provides directions and escort assistance to locations.
• Cleans and maintains assigned areas, handles basic sanitation and supplies as needed.
• Assists with meal service and patient nourishment delivery following safety standards.
• Transports patients and equipment between units and designated areas.
• Sets up and retrieves telehealth cart; performs weekly testing and ensures function.
• Manages supply room, delivers items to patient units, and tracks inventory.

Skills

Customer service

Communication

Teamwork

Job description

This part-time role offers two 12-hour day shifts per week (6:00 AM - 6:00 PM) and is ideal for individuals who enjoy helping others, building connections, and delivering outstanding customer service in a healthcare environment. The position requires availability Sunday through Saturday, including weekends and holidays, with approximately six weekend shifts per schedule.

Whether assisting visitors with wayfinding, answering questions, or helping patients and families feel supported during their care journey, you'll play an important role in enhancing the overall patient experience.

Join UPMC St. Margaret and help make every interaction count!

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.