Full-Time Patient & Family Concierge - Presbyterian 12 North
Job Overview
Employment Type
Full-time
Compensation
Hourly
Range $15.00 - $19.50
Work Schedule
Day Shifts
Benefits
Health Insurance
Dental Insurance
Paid Time Off
Retirement Plan
Employee Discounts
Training and Development
flexible schedule
Job Description
UPMC Presbyterian is a leading healthcare institution known for its commitment to excellence, innovation, and patient-centered care. As part of the University of Pittsburgh Medical Center (UPMC) system, it provides a wide range of medical services and specialties to patients from diverse backgrounds. The hospital is recognized for its advanced medical technology and compassionate care delivery, making it a trusted healthcare provider in the region. UPMC Presbyterian offers a supportive working environment where employees can grow professionally while making meaningful contributions to patient health and well-being.
The Patient and Family Concierge role is a full-time position based primarily on daylight shifts, working 36 hours per week within the 12 North Medicine Telemetry unit. This role is vital in delivering an exceptional patient and visitor experience by offering compassionate support, personalized service, and practical assistance throughout the hospital stay. The Concierge functions in a flexible, multi-faceted capacity, adapting to the needs of the unit and hospital to ensure smooth coordination and communication. Core responsibilities include providing destination directions, supporting environmental services, assisting dietary services, facilitating patient transport, managing supplies and equipment, and handling telehealth cart logistics.
This position plays a critical role in enhancing the overall quality of patient care and satisfaction by acting as a friendly, knowledgeable point of contact for patients, families, and visitors. The Concierge is trained to maintain patient confidentiality, assist with logistics, provide safe and timely transport, and ensure hospital areas are clean, stocked, and functioning efficiently. The role also involves active communication with clinical staff to support patient mobility and needs, along with administrative tasks such as answering phones and distributing care plans.
UPMC values employees who provide compassionate, responsive service, and practice key behaviors including AIDET communication principles, ownership of work zones, and proactive patient engagement. The Patient and Family Concierge is expected to uphold these values consistently, contributing to the trusted reputation of UPMC Presbyterian. This position offers an excellent opportunity for individuals seeking a dynamic, patient-focused role in a prestigious healthcare setting, with the possibility for growth and learning within the wider UPMC network.
The Patient and Family Concierge role is a full-time position based primarily on daylight shifts, working 36 hours per week within the 12 North Medicine Telemetry unit. This role is vital in delivering an exceptional patient and visitor experience by offering compassionate support, personalized service, and practical assistance throughout the hospital stay. The Concierge functions in a flexible, multi-faceted capacity, adapting to the needs of the unit and hospital to ensure smooth coordination and communication. Core responsibilities include providing destination directions, supporting environmental services, assisting dietary services, facilitating patient transport, managing supplies and equipment, and handling telehealth cart logistics.
This position plays a critical role in enhancing the overall quality of patient care and satisfaction by acting as a friendly, knowledgeable point of contact for patients, families, and visitors. The Concierge is trained to maintain patient confidentiality, assist with logistics, provide safe and timely transport, and ensure hospital areas are clean, stocked, and functioning efficiently. The role also involves active communication with clinical staff to support patient mobility and needs, along with administrative tasks such as answering phones and distributing care plans.
UPMC values employees who provide compassionate, responsive service, and practice key behaviors including AIDET communication principles, ownership of work zones, and proactive patient engagement. The Patient and Family Concierge is expected to uphold these values consistently, contributing to the trusted reputation of UPMC Presbyterian. This position offers an excellent opportunity for individuals seeking a dynamic, patient-focused role in a prestigious healthcare setting, with the possibility for growth and learning within the wider UPMC network.
Job Requirements
- High school diploma or active High School/GED program enrollment
- One year of previous job experience in lieu of diploma acceptable
- Desire, drive, and compassion to provide exceptional patient and family experience
- Ability to follow written and verbal instructions
- Act 34 clearance
- Previous experience in health care or customer service is a plus
Job Qualifications
- High school diploma or active enrollment in High School/GED program
- Previous healthcare or customer service experience preferred
- Strong desire and compassion to provide exceptional patient and family experience
- Ability to follow written and verbal instructions
- Familiarity with patient confidentiality and safety protocols
- Basic knowledge of hospital operational procedures
- Excellent communication and interpersonal skills
Job Duties
- Greet patients and families warmly and provide destination directions and escort assistance
- Disseminate patient information to visitors while respecting confidentiality
- Serve as a reference for hospital policies and visitor information
- Clean and organize assigned areas following established procedures
- Assemble and serve meals according to patient dietary orders and safety guidelines
- Transport patients, equipment, and specimens safely and timely between hospital locations
- Retrieve, set up, test, and clean telehealth carts for patient appointments
- Order, organize, and deliver unit supplies and equipment
- Answer unit phones and respond to call lights under clinical direction
- Interact with patients to assess needs and promote mobility
- Perform mandatory reporting for incidents affecting patient care
- Exhibit UPMC values and experience key behaviors in all responsibilities
Job Criteria
Experience
Entry Level (1-2 years)
Job Location
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