Patient & Family Concierge, Senior- Emergency Department

UPMC Mercy Health Center; Pittsburgh (Allegheny County); On-site; USD 30,000 - 39,000; Full time

Job summary

UPMC Mercy is hiring a Patient & Family Concierge, Senior for the Emergency Department. This full-time role involves greeting patients and visitors, coordinating communications, and updating patient flow. Shifts are 12 hours, with start times at 7am and 7pm, including a $1.10/hour overnight differential.

You will support patient and guest satisfaction, assist with tests and procedures, and collaborate across hospital teams to ensure a compassionate, efficient patient experience.

Qualifications

• Highly organized and able to manage patient flow.
• Strong customer service orientation and interpersonal skills.
• Effective communication with patients, families, and staff.

Responsibilities

• Answer unit phones and transfer to appropriate staff.
• Respond to call lights under Nursing Assistant/PCT direction.
• Interact with patients and assess patient needs.
• Round hourly to ensure all areas of responsibility are met.
• Print and distribute daily plans of care.
• Prompt patient mobility, involving appropriate clinical staff.
• Maintain resources like pamphlets and department contacts.
• Complete DOH POC audits, hand hygiene audits, and update department bulletin boards.
• Adhere to hand hygiene and infection control procedures.
• Follow mandatory reporting procedures for incidents.
• Access to medications is limited to distribution to the nurse.
• Demonstrate UPMC values and practices.
• Perform other duties as assigned.

Skills

Organizational skills

Customer service

Communication

Job description

Join Our Team as a Patient & Family Concierge, Senior at UPMC Mercy!

Are you highly organized, love the excitement of a busy day, and looking to directly impact patient care? The Patient & Family Concierge, Senior role is perfect for you! We are currently searching for a role to work full-time hours (3, 12-hour rotating shifts each week) supporting our Emergency Department at UPMC Mercy. Shift times are typically 12 hours and have start times at 7am and 7pm. Overnight shifts earn an extra $1.10 more per hour.

As a Patient & Family Concierge, Senior, You Will

• Greet all patients, family members, visitors, and staff members.
• Assist with all communications regarding the department.
• Accurately update and maintain patient flow processes.
• Coordinate patient tests and procedures.

Role Overview

The Patient & Family Concierge, Senior provides compassionate service and support to patients, families, and visitors during their stay. The goal is to create a top-notch experience for everyone. You will serve in various capacities across the hospital based on changing needs, including:

• Assisting with patient and visitor destination coordination.
• Providing environmental services and dietary support.
• Managing supplies and equipment.
• Offering administrative support.

Above all, you will focus on patient and guest satisfaction and quality of care from first to last impression.

About UPMC Mercy’s Emergency Department

Our state-of-the-art 36-bed Level I trauma and burn center, as well as a primary cardiac and comprehensive stroke center, provides emergency care to over 68,000 people annually. The ED handles critically ill or injured patients with minor or complex medical-surgical needs, obstetrical patients, psychiatric cases, and individuals seeking drug and alcohol services. Patient volume and acuity can change quickly, making the ED a dynamic environment where critical thinking and problem-solving are essential.

Responsibilities

• 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. Depending upon unit, may complete DOH POC audits, hand hygiene audits, TJC environment tracers, and updating both patient & non-patient facing department bulletin boards. 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. Access to medications is limited to the distribution of the medication to the nurse. 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. Performs in accordance with all other system-wide competencies/behaviors. Performs other duties as assigned.