Patient & Family Concierge - Senior- Post Anesthesia Care Unit

About the role

Join our team as a Patient & Family Concierge, Senior, where you'll play a vital role in delivering compassionate service and ensuring patients feel supported every step of the way. This is more than a customer service role. You'll serve as a key resource within the hospital, helping patients, visitors, and staff navigate their healthcare journey while providing critical operational support behind the scenes. Every day brings new opportunities to make a difference.

Why you'll love this role

• Work a 4-day workweek with 10-hour shifts
• No nights, weekends, or holidays required
• Make a direct impact on the patient and family experience
• Enjoy a dynamic role with variety and opportunities to learn
• Collaborate with multidisciplinary healthcare teams
• Join a mission-driven organization dedicated to excellence in patient care

What you'll do

As a Patient & Family Concierge, Senior, you'll support patients, families, visitors, and hospital staff through a variety of responsibilities, including:

Provide Outstanding Patient & Guest Service

• Welcome patients and visitors with warmth and professionalism
• Assist with wayfinding, escorting patients and guests throughout the hospital
• Serve as a trusted resource for hospital information, policies, and visitor needs
• Help ensure every patient and family receives an exceptional experience from arrival through discharge

Support Patient Care Operations

• Coordinate patient transports, tests, procedures, and admissions/discharges
• Manage patient tracking, assignment support, and communication with clinical teams
• Assist with patient documentation, chart management, and administrative functions
• Support telehealth consultations by coordinating and facilitating virtual specialty visits

Manage Supplies & Equipment

• Maintain unit inventory and organize supply areas
• Ensure critical supplies and equipment are stocked, available, and functioning properly
• Monitor inventory levels and expiration dates to support efficient patient care

Contribute to a Safe and Clean Environment

• Support environmental services, room readiness, and infection prevention practices
• Follow safety, sanitation, and quality standards to help maintain a welcoming environment for patients and visitors

Assist with Food & Nutrition Services

• Deliver meals and nourishments while ensuring patient safety and satisfaction
• Maintain food quality and sanitation standards

Primary role focus

This position primarily functions as a Surgical Secretary in the Post-Anesthesia Care Unit (PACU), partnering closely with the charge nurse and clinical team to provide essential operational support. Responsibilities include:

• Patient tracking and flow coordination
• Patient assignments and communication support
• Billing and documentation assistance
• Supply management and ordering
• Coordinating ordered testing and procedures
• Serving as a central point of communication for the PACU team

What makes you successful

• Passion for providing exceptional customer service
• Strong communication and organizational skills
• Ability to multitask in a fast-paced healthcare environment
• Team-oriented mindset with a commitment to patient-centered care
• Focus on professionalism, compassion, and attention to detail

Qualifications

• Must have the desire, drive, and compassion needed to provide an exceptional patient and family experience at all times
• High School diploma OR one year of previous job experience required in lieu of HS Diploma/GED
• 6 months of experience as a Patient & Family Concierge or equivalent
• Demonstrated competency in all responsibilities of Patient & Family Concierge role
• Internal promotions to this level are based on the discretion of the business unit's assessment of employee performance
• Completion of 1 annual contribution from these options: hospital/department committee participation, participation in departmental project, peer interviewer, onboarding/precepting of other Experience Concierges
• Ability to follow written and verbal instructions
• Licensure, Certifications, and Clearances: Act 34

Applicants will be placed in the appropriate job title and salary from the career ladder, based on their individual experience and education.