Patient & Family Concierge - Lead - UPMC Presbyterian Adult Acute Care (8N)
Job Overview
Employment Type
Full-time
Compensation
Hourly
Range $15.00 - $19.50
Work Schedule
Standard Hours
Day Shifts
Benefits
Health Insurance
Dental Insurance
Paid Time Off
Retirement Plan
Life insurance
Employee assistance program
Professional development opportunities
Job Description
UPMC is a globally recognized health care provider and insurer known for its commitment to excellence in patient care, research, and medical education. As a leading healthcare institution, UPMC operates a wide range of hospitals, outpatient centers, and specialty facilities dedicated to improving the health and well-being of the communities it serves. With state-of-the-art technology and a compassionate approach, UPMC strives to provide top-quality medical services while fostering an environment of innovation and continuous improvement.
The Patient & Family Concierge, Lead at UPMC plays a pivotal role in ensuring an exceptional experience for patients, families, and visitors during their hospital stay. This leadership position is designed to oversee and execute a variety of support services that enhance patient care from arrival to discharge. The Concierge, Lead is not only responsible for direct interactions, such as greeting and directing patients and visitors but also coordinates numerous essential services across the hospital. These include environmental services, dietary assistance, patient transportation, supply and equipment management, and administrative tasks.
Working closely with other hospital staff and leaders, the Concierge, Lead also participates in recruitment, onboarding, scheduling, and coaching of other Patient & Family Concierges. This role requires a compassionate individual who is attentive to patient and family needs, able to adapt to dynamic hospital demands, and dedicated to maintaining UPMC’s high standards of guest satisfaction and patient quality of care.
The duties of the Patient & Family Concierge, Lead extend beyond routine tasks to include supporting hospital initiatives related to the UPMC Experience program, which focuses on enhancing the overall care environment through key behaviors that promote communication, respect, and responsiveness. This role demands a strong sense of responsibility and leadership skills to effectively manage a team and uphold these standards consistently.
This full-time position requires extensive interaction with patients, visitors, and healthcare professionals, necessitating excellent communication skills and a strong customer service orientation. The Concierge, Lead ensures that all areas under their purview are maintained to high cleanliness and organizational standards, contributing directly to a healing and welcoming hospital environment. In addition, the position requires familiarity and compliance with hospital policies, patient confidentiality guidelines, and safety regulations.
In summary, the Patient & Family Concierge, Lead at UPMC represents a crucial link between patients, families, and hospital services, committed to delivering a seamless, compassionate, and supportive experience. The role is ideal for individuals passionate about healthcare service excellence and looking to make a tangible impact on patient satisfaction and overall hospital functioning.
The Patient & Family Concierge, Lead at UPMC plays a pivotal role in ensuring an exceptional experience for patients, families, and visitors during their hospital stay. This leadership position is designed to oversee and execute a variety of support services that enhance patient care from arrival to discharge. The Concierge, Lead is not only responsible for direct interactions, such as greeting and directing patients and visitors but also coordinates numerous essential services across the hospital. These include environmental services, dietary assistance, patient transportation, supply and equipment management, and administrative tasks.
Working closely with other hospital staff and leaders, the Concierge, Lead also participates in recruitment, onboarding, scheduling, and coaching of other Patient & Family Concierges. This role requires a compassionate individual who is attentive to patient and family needs, able to adapt to dynamic hospital demands, and dedicated to maintaining UPMC’s high standards of guest satisfaction and patient quality of care.
The duties of the Patient & Family Concierge, Lead extend beyond routine tasks to include supporting hospital initiatives related to the UPMC Experience program, which focuses on enhancing the overall care environment through key behaviors that promote communication, respect, and responsiveness. This role demands a strong sense of responsibility and leadership skills to effectively manage a team and uphold these standards consistently.
This full-time position requires extensive interaction with patients, visitors, and healthcare professionals, necessitating excellent communication skills and a strong customer service orientation. The Concierge, Lead ensures that all areas under their purview are maintained to high cleanliness and organizational standards, contributing directly to a healing and welcoming hospital environment. In addition, the position requires familiarity and compliance with hospital policies, patient confidentiality guidelines, and safety regulations.
In summary, the Patient & Family Concierge, Lead at UPMC represents a crucial link between patients, families, and hospital services, committed to delivering a seamless, compassionate, and supportive experience. The role is ideal for individuals passionate about healthcare service excellence and looking to make a tangible impact on patient satisfaction and overall hospital functioning.
Job Requirements
- High school diploma or GED or one year of previous job experience in lieu of diploma
- Two years of experience as a Patient & Family Concierge or equivalent, including at least one year in a senior role
- Solid or strong score on most recent performance evaluation and must maintain score
- Completion of an annual contribution such as committee participation or project involvement encouraged
- Ability to follow written and verbal instructions
- Act 34 clearance
Job Qualifications
- High school diploma or equivalent
- Two years of experience as a Patient & Family Concierge or equivalent role, including at least one year in a senior position
- Demonstrated competency in all responsibilities of the Patient & Family Concierge, Senior role
- Strong interpersonal and communication skills
- Ability to follow written and verbal instructions
- Strong customer service orientation
- Experience in a healthcare setting preferred
- Leadership or supervisory experience is a plus
Job Duties
- Greet patients and families warmly and provide verbal direction and escort assistance
- Disseminate patient information appropriately while maintaining confidentiality
- Clean and organize assigned areas including patient rooms and public spaces
- Assemble and serve meals according to diet orders and safety standards
- Transport patients and equipment safely and timely within the hospital
- Order and manage supplies and equipment ensuring adequate stock and proper storage
- Perform department administrative functions including scheduling, coordinating patient tests, and managing patient charts
- Support and lead other Patient & Family Concierges through training, scheduling, and coaching
- Monitor and facilitate telehealth consultations by coordinating equipment and communication
- Adhere to UPMC Experience initiatives and participate in quality improvement and patient satisfaction efforts
Job Criteria
Experience
Expert Level (7+ years)
Job Location
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