Patient & Family Concierge

Responsibilities

• Greets patients and families warmly and positively, providing verbal direction and escort assistance to visitors and patients.
• Serves as a reference source for visiting hours, general directions, package delivery, and general hospital policies.
• Issues courtesy parking discounts and free passes when appropriate.
• Issues patient scooters to patients and visitors as needed.
• Cleans, removes trash from, empties linen hampers, and organizes all assigned areas, including patient rooms, public areas, toilets, procedure rooms, offices, and patient-specific equipment.
• Maintains food safety and quality by applying HACCP principles throughout service.
• Delivers and sets up patient meal trays using the designated department script to ensure proper patient identification.
• Orders unit specific supplies and equipment, ensuring adequate and appropriate quantities.
• Monitors supply inventory and expiration date in collaboration with supply chain management.
• Answers unit phones and transfers to appropriate staff.
• Interacts and socializes with patients and assesses patient needs.
• Rounds hourly to ensure all areas of responsibility are met satisfactorily.
• Prints and distributes daily plans of care.
• Maintains resources like pamphlets, department contacts, etc.
• Adheres to hand hygiene and infection control procedures on a consistent basis when interacting with customers.

Qualifications

• High School diploma OR active High School/GED program enrollment OR one year of previous job experience required in lieu of HS Diploma/GED.
• Previous experience in health care or customer service is a plus but not required.
• Ability to follow written and verbal instructions.

Benefits

UPMC is dedicated to providing each patient with the right care, in the right way, at the right time, every time. Our Patient and Family Concierges are essential partners in that mission, enhancing the patient experience at UPMC with positivity and integrity.