Full-Time Patient & Family Concierge - Surgical ICU

UPMC Shadyside is a Magnet-designated teaching hospital renowned for its commitment to research, education, and outstanding patient care. As part of the University of Pittsburgh Medical Center network, UPMC Shadyside offers a comprehensive range of medical services and is recognized for delivering high-quality health care driven by innovation and excellence. The hospital’s culture fosters teamwork, continuous improvement, and compassionate care, making it an ideal place for healthcare professionals dedicated to advancing their careers in a supportive environment. The Surgical Intensive Care Unit (ICU) at UPMC Shadyside is an award-winning team, having received the prestigious AACN Beacon Award twice. This distinction exemplifies the unit’s dedication to outstanding critical care and patient outcomes. Focused primarily on surgical oncology patients, the Surgical ICU also provides expert care for critically ill medical patients with specialties in vascular, urological, and general surgical cases. These aspects make UPMC Shadyside’s Surgical ICU a critical component of the hospital’s mission to deliver patient-centered care and cutting-edge treatment. The Patient and Family Concierge role at UPMC Shadyside’s Surgical ICU is vital to ensuring a seamless and supportive experience for patients, families, and visitors. This full-time position involves working three 12-hour shifts per week, typically from 7 a.m. to 7 p.m., totaling 36 hours weekly. The Concierge serves as a compassionate liaison, offering information, assistance, and a warm presence throughout the hospital stay. The role requires versatility, adapting to a variety of responsibilities including destination coordination, environmental services, dietary support, patient transportation, telehealth support, and supply and equipment management. The Concierge’s primary mission is to enhance patient satisfaction and the overall quality of care by providing timely, courteous, and professional support from the moment patients and families enter the unit until discharge. Key tasks include greeting and guiding patients and visitors, coordinating access to hospital resources and services, maintaining cleanliness and organization of patient and public areas, assisting with meal delivery and dietary compliance, safely transporting patients and essential items within the hospital, managing telehealth equipment setup and maintenance, and ensuring the availability of necessary supplies and equipment. The Concierge must be proactive in addressing patient needs, responding to call lights, and facilitating communication between patients, families, and clinical staff. Demonstrated adherence to infection control, safety regulations, and hospital policies ensures a secure environment. The role also encompasses administrative duties such as answering phones, distributing care plans, and maintaining logs related to environmental hygiene, supply inventory, and equipment status. A strong commitment to UPMC core values and key behaviors such as AIDET (Acknowledge, Introduce, Duration, Explanation, Thank you), The Promise, and the 10-5 Rule is essential for success. Fluency in navigating and explaining the UPMC Patient Portal is also valued to support patient access to health information and services. Overall, the Patient and Family Concierge at UPMC Shadyside’s Surgical ICU exemplifies the hospital’s dedication to delivering exceptional, patient-centered care through dedicated, attentive service and teamwork, contributing to a top-notch healthcare experience for all patients and families.