Part-Time Patient & Family Concierge - 10EW at UPMC Presbyterian

UPMC (University of Pittsburgh Medical Center) is a renowned healthcare provider and insurer operating globally with a mission to extend exceptional patient care, advance medical knowledge, and promote community health. As an integrated health system, UPMC comprises hospitals, outpatient sites, insurance services, and a vast network of medical professionals, which together provide comprehensive and high-quality healthcare services. UPMC is recognized for its commitment to innovation, patient-centered care, and its dedication to fostering a supportive and respectful work environment for staff and volunteers.

The Patient & Family Concierge at UPMC plays a vital role in enhancing the patient and visitor experience by delivering compassionate and personalized support throughout the hospital stay. This position is designed to be highly versatile, adapting to a range of needs within the facility to ensure seamless service delivery and contribute positively to the overall quality of care. The Concierge acts as a friendly and knowledgeable first point of contact for patients and their families, assisting with destination coordination across the hospital, environmental upkeep, dietary service assistance, patient transport, and supply management.

As part of their daily responsibilities, Patient & Family Concierges provide warm greetings and escort services to patients and visitors, ensuring safe and efficient navigation through hospital facilities. They dispense helpful information concerning hospital policies, visiting hours, and logistical support such as parking discounts and scooter distribution. Environmental cleanliness and orderliness are also key areas of focus, where Concierges maintain patient rooms, public areas, and procedural rooms by performing routine cleaning, linen changes, trash removal, and supply replenishments to uphold hospital standards.

The role extends to dietary assistance where Concierges prepare and deliver meals in accordance with specified diet orders, adhering strictly to food safety protocols. Transportation duties include moving patients, medical equipment, and specimens safely throughout designated hospital areas, maintaining equipment sanitation, and accurately logging transportation activities. The position further requires managing telehealth technology setups for patient appointments, ensuring the availability and functionality of telehealth carts, along with routine cleaning and testing.

Supply and equipment management are also essential tasks carried out by the Concierge. This entails ordering and organizing necessary unit supplies, inventory oversight, maintaining temperature records, and collaborating with supply chain management to ensure an adequate stock of materials such as medical supplies and personal protective equipment. Additionally, patient rooms and communal family areas are regularly checked and stocked to guarantee comfort and operational efficiency.

Other general duties encompass responding to unit phone calls, assisting nursing staff by responding to call lights, patient interaction and assessment, and supporting patient mobility. The Concierge actively participates in maintaining infection control standards and adheres to strict confidentiality and mandatory reporting protocols. Upholding UPMC's values and customer experience principles, such as AIDET communication strategies and proactive engagement, is fundamental to daily responsibilities.

This role is ideal for individuals with a strong desire to contribute positively to patient care experiences, demonstrating empathy, flexibility, and a proactive approach to addressing the varied needs of the hospital environment. A high school diploma or equivalent is required or equivalent experience. Prior healthcare or customer service experience is preferred but not mandatory. This position reflects UPMC's commitment to equal employment opportunities and encourages candidates from diverse backgrounds to apply.