Senior Patient & Family Concierge - ED Support

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

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.