Patient & Family Concierge - Night Shift

UPMC is a renowned healthcare provider known for its commitment to delivering high-quality medical services across multiple hospitals and clinics. As a leading institution in patient care, UPMC emphasizes the importance of patient and family-centered services, ensuring that each individual's experience within their facilities is as comfortable and supportive as possible. The organization prides itself on fostering an environment where compassion, professionalism, and excellence in care converge to create a holistic healing atmosphere.

The Patient & Family Concierge role at UPMC is a unique and vital position that serves as the frontline representative of the hospital's dedication to superior patient and visitor satisfaction. This full-time position focuses on providing compassionate support and guidance to patients, families, and visitors throughout their hospital stay. The Concierge plays a multifaceted role by assisting with various tasks including destination coordination, environmental services, dietary assistance, patient transportation, telehealth setup, and supply and equipment management. The position requires a dynamic individual adaptable to change and capable of managing duties across different departments based on daily needs.

The primary aim of the Patient & Family Concierge is to create a welcoming and seamless experience from the moment patients and visitors arrive at the hospital until their departure. This includes greeting individuals warmly, providing clear verbal directions, escorting patients and families to their destinations, and serving as a dependable source of information related to hospital policies, visiting hours, and patient services. The Concierge also ensures accessibility by managing parking validations and issuing courtesy parking passes when appropriate.

Beyond the front-facing duties, the Concierge contributes to maintaining a clean and orderly environment by handling environmental services such as cleaning, trash removal, linen changes, and supply replenishment in patient rooms and public areas. The role also integrates dietary responsibilities, where the Concierge assembles and delivers meals adhering to specific diet orders, ensuring food safety and sanitation standards are strictly followed.

Transporting patients and equipment between units safely and efficiently is another crucial responsibility, along with managing telehealth carts for scheduled patient appointments. The Concierge ensures the telehealth equipment is set up correctly, tested regularly, and sanitized after use. Additionally, the role involves meticulous inventory management, including ordering and distributing supplies, monitoring expiration dates, and maintaining storage areas.

The Patient & Family Concierge must exhibit excellent communication skills, empathy, and the ability to work collaboratively with healthcare teams to promptly address patient needs. This role demands a person with a genuine desire to improve patient experience and who can uphold UPMC's core values consistently. With opportunities for on-the-job learning and growth, this position offers a meaningful career path within a respected healthcare system that values the well-being of its patients and staff alike.