Patient & Family Concierge-Rehab

UPMC is a leading healthcare provider renowned for its commitment to delivering exceptional medical services, compassionate care, and patient-centered experiences. As an integrated health care delivery and financing system, UPMC operates hospitals, outpatient clinics, and specialized care services, placing a strong emphasis on innovation and quality care standards. With a dedication to serving diverse patient populations, UPMC fosters an environment that supports the health and well-being of patients, families, and the community. UPMC operates across multiple facilities with a focus on providing comprehensive healthcare solutions that include advanced medical technology, educational resources, and a supportive workplace culture for employees.

The Patient & Family Concierge position at UPMC is designed to ensure that patients, families, and visitors receive compassionate, personalized service throughout their stay within the hospital. This role encompasses a wide range of responsibilities aimed at creating a welcoming atmosphere and enhancing the overall experience for all individuals navigating the hospital environment. Scheduled from 6:00 AM to 2:00 PM, Monday through Friday, with occasional weekend shifts as needed, the concierge plays a vital role in coordinating destinations within the hospital, assisting with environmental and dietary services, patient transport, and supply or equipment management. The role requires exceptional interpersonal skills, attention to detail, and a strong commitment to patient satisfaction.

The concierge provides a direct point of contact for guidance, directions, and support, ensuring that patients and visitors feel cared for and attended to during what can often be a stressful and unfamiliar experience. From greeting patients warmly and escorting them to appropriate areas, to managing supplies and equipment or assisting with meal delivery according to specific dietary needs, the concierge actively contributes to the hospital’s mission of quality care and positive patient outcomes. This position also includes duties related to environmental upkeep, such as cleaning and organizing patient rooms and shared spaces to maintain a hygienic and comfortable setting.

Additional responsibilities include telehealth cart retrieval and setup for virtual appointments, ensuring all technological equipment is tested and functioning optimally. Patient safety and comfort are prioritized through meticulous transportation of patients and medical equipment across units using prescribed vehicles while adhering to safety and sanitation protocols. The concierge also supports communication by answering phones and responding to patient call lights under nursing staff guidance. This multi-faceted role requires flexibility, compassion, and strong organizational skills to adapt to the evolving demands of the hospital setting.

UPMC encourages staff members in this role to embody its core values by practicing key patient experience behaviors such as AIDET (Acknowledge, Introduce, Duration, Explanation, and Thank You), the 10-5 Rule, Escort Don’t Direct, and Owning Your Zone. This focus on exemplary behavior ensures every encounter leaves a positive and lasting impression on patients and families. The Patient & Family Concierge's responsibilities extend beyond routine tasks, involving a proactive approach to patient care, environment maintenance, and effective communication across departments. By helping patients navigate their healthcare journey smoothly and supportively, this position serves as an essential component in improving patient satisfaction and quality of care within UPMC’s facilities.