Patient & Family Concierge - Senior

Purpose:

The Patient & Family Concierge, Senior plays a key role in delivering an exceptional experience for patients, families, and visitors throughout their hospital stay. This position provides compassionate, service-focused support across a variety of hospital departments and functions, adapting to changing operational needs. Responsibilities may include patient and visitor wayfinding, environmental services, dietary support, patient transportation, supply and equipment management, administrative support, and telehealth coordination.

The primary goal of the Patient & Family Concierge, Senior is to ensure a positive experience from first impression through discharge by promoting patient satisfaction, supporting quality care, and exemplifying UPMC's values and service standards.

Shift Information

• Flex schedule based on departmental needs:

• Two days per week: 7:00 AM - 7:30 PM

• Three days per week: 7:00 AM - 3:00 PM or 1:00 PM - 9:00 PM

• Schedule may vary based on operational and staffing requirements.

Key Responsibilities

Destination Coordination

• Greet patients, families, and visitors in a professional, welcoming manner.
• Provide directions and escort assistance to ensure timely arrival at destinations.
• Serve as a resource for hospital information, visiting hours, policies, and package delivery.
• Maintain patient confidentiality while appropriately communicating patient information.
• Issue parking validations, courtesy parking passes, and patient scooters as needed.
• Support parking cashier functions and establish tracking of patient belongings upon admission.

Environmental Services

• Clean and maintain patient rooms, public areas, offices, restrooms, and equipment according to established procedures.
• Empty trash and linen receptacles and replenish supplies as needed.
• Make beds and change linens in discharge rooms and on-call rooms.
• Inspect assigned areas and report maintenance concerns to leadership.

Dietary Services

• Assemble, deliver, and set up meals according to physician diet orders and patient preferences.
• Follow HACCP principles and food safety standards.
• Provide nourishments upon request and maintain sanitation standards.
• Operate food service equipment safely and according to department procedures.

Transportation Services

• Safely transport patients, specimens, and patient-specific equipment throughout the hospital.
• Inspect, clean, and disinfect transportation equipment.
• Accurately document transportation activities and report issues to leadership.
• Coordinate equipment repairs and maintain transportation records.

Supply & Equipment Management

• Order, stock, and organize unit supplies and equipment.
• Deliver supplies, medications (distribution only, and materials to designated areas.
• Monitor inventory levels, expiration dates, and refrigerator temperature logs.
• Maintain stock of patient care supplies, PPE, and specialty equipment.
• Collaborate with Supply Chain Management to ensure adequate inventory.
• Support unit-specific supply and equipment needs as assigned.

Administrative Support

• Perform a variety of clerical and operational duties to support patient care.
• Coordinate tests, procedures, patient transports, admissions, discharges, and transfers.
• Answer and route telephone calls professionally.
• Maintain patient records and charts within the electronic health record.
• Manage unit communications, reports, schedules, work orders, and transport requests.
• Conduct audits, distribute mail, maintain equipment inventories, and support unit operations.

Patient Experience & General Support

• Answer unit phones and respond to call lights under Nursing Assistant/PCT direction.
• Interact with patients, assess non-clinical needs, and provide assistance as appropriate.
• Conduct hourly rounds to ensure operational and patient satisfaction standards are met.
• Print and distribute daily plans of care.
• Promote patient mobility in collaboration with clinical staff.
• Support quality initiatives, audits, department resources, and regulatory compliance activities.
• Adhere to infection prevention, hand hygiene, and mandatory reporting requirements.
• Demonstrate UPMC Values and service standards, including AIDET, The Promise, the 10-5 Rule, Escort Don't Direct, and Own Your Zone.
• Educate and assist patients with navigating the UPMC Patient Portal.

Telehealth Consults & Cart Management

• Monitor Epic worklists for telehealth consult requests.

• Coordinate telehealth visit timing with remote providers.

• Deliver and set up telehealth carts at the bedside and facilitate virtual visits.

• Close Epic worklist items following consultation completion.

• Clean, store, and charge telehealth equipment after use.

• Perform weekly functionality testing and escalate technical concerns to the Telemedicine IT team.

• High School Diploma or GED required; one year of prior work experience may be accepted in lieu of a diploma/GED.

• Minimum of six (6 months of experience as a Patient & Family Concierge or equivalent role.

• Demonstrated proficiency in all Patient & Family Concierge responsibilities.

• Internal promotions are based on departmental evaluation of employee performance.

• Completion of at least one annual professional contribution, such as:

• Hospital or department committee participation

• Departmental project involvement

• Peer interviewing

• Onboarding or precepting of Experience Concierge staff

• Strong customer service, communication, and interpersonal skills.

• Ability to follow written and verbal instructions.

• Commitment to providing exceptional patient and family experiences.

UPMC is an Equal Opportunity Employer/Disability/Veteran.