Concierge, UPMC Mercy

UPMC Mercy is a renowned hospital located in Pittsburgh, Pennsylvania, and is part of the larger UPMC healthcare system. As a major provider of health services, UPMC Mercy is committed to delivering exceptional patient care combined with outstanding customer service. This hospital is recognized for its compassionate approach, extensive medical expertise, and dedication to innovation in healthcare. Its commitment to serving diverse communities makes it an inclusive and supportive workplace, where employees are valued and encouraged to grow professionally. UPMC Mercy provides a comprehensive range of medical services, including emergency care, surgical procedures, and specialty treatments, ensuring patients receive holistic care in a welcoming and supportive environment. Employees at UPMC Mercy benefit from working in a dynamic healthcare setting that values teamwork, compassion, and respect.

The Full Time Concierge role at UPMC Mercy is a vital position within the hospital, dedicated to supporting patients, visitors, guests, and vendors by providing assistance and ensuring they are directed to appropriate areas efficiently. This role is designed to foster a pleasant and welcoming environment right from the moment individuals enter the hospital. The position includes shifts between Monday through Friday within the hours of 5am to 10pm, aligning with the hospital’s operational needs and ensuring consistent customer service availability throughout the day. The concierge is a key frontline representative of the hospital, tasked with greeting and engaging with individuals in a courteous and respectful manner while anticipating and addressing their needs with care and professionalism.

Responsibilities of this position extend to managing the presentation and upkeep of lobby areas to maintain a neat and professional appearance, which enhances the overall patient and visitor experience. The concierge must utilize technical skills and specialized knowledge related to customer service within a healthcare setting, exhibiting positive interpersonal skills such as integrity, follow-through on commitments, and adaptability in response to change. An essential aspect of the role involves coordinating with hospital volunteers and various departments to ensure visitors receive timely assistance and that the facility’s public areas remain clean and orderly.

The concierge must be knowledgeable in patient privacy practices and medical terminology to interact effectively with diverse customers, including patients of all ages. By actively listening and communicating clearly both verbally and in writing, the concierge resolves issues and supports patient safety initiatives. They also play a crucial part in expediting patients to necessary treatment areas, helping reduce stress and wait times for patients and their families.

This role not only demands excellent customer service skills but also teamwork, requiring the concierge to collaborate effectively with hospital staff and support departments to achieve shared goals. The position promotes patient safety and requires continuous learning to maintain the knowledge necessary to cater to the age-specific needs of all customers. UPMC Mercy offers an enriching opportunity for individuals who are passionate about healthcare customer service and want to contribute positively to a leading medical institution.