Are you interested in a career that provides plenty of opportunity for growth and development? As a Patient & Family Concierge with UPMC, you’ll make a meaningful difference on our team by working with our Life Changers to provide high-quality patient care. Build relationships with patients as you help them find comfort in a safe environment. With a premier benefits package and endless opportunities for growth, browse Patient & Family Concierge roles today to see how you can make a difference with UPMC!

ENTRY LEVEL PATIENT & FAMILY CONCIERGE: NO EXPERIENCE REQUIRED, RATE STARTS AT $17.38/HOUR

Patient & Family Concierge Senior: 6 months of experience as a Patient & Family Concierge or equivalent, rate starts at $17.58/hour

QUALIFICATIONS - INTERNAL

• Must have the desire, drive, and compassion needed to provide an exceptional patient and family experience at all times.
• 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.
• 6 months experience required for senior title
• Ability to follow written and verbal instructions.
• Licensure, Certifications, and Clearances:
• Act 34

PURPOSE:

The Patient & Family Concierge is responsible for providing generalized, compassionate service and support to patients, families, and visitors during their stay within the hospital. The core goal of the Concierge is to create and deliver a top-notch experience for patients, visitors, and colleagues. The Concierge will serve in a variety of capacities across the hospital based on ever-changing needs. In the course of the day, the Concierge may assist with patient and visitor destination coordination, environmental services, dietary, patient transport throughout the hospital, and supply/equipment management. Above all, the Concierge will remain focused on patient and guest satisfaction and quality of care from first to last impression.

The Patient and Family Concierge role is a new non-clinical support role that focuses on essential non-clinical tasks. Such as:

• Transporting patients, patient-specific equipment, or lab specimens.
• Delivering meals, water pitchers, or other nourishment to patients.
• Replenishing supplies.
• Decluttering patient rooms and public areas.
• Maintaining equipment, reporting maintenance needs.
• Greeting and escorting patients and visitors

This role does not perform direct clinical care, which requires additional training. Examples of clinical care that should not be performed include, but is not limited to:

• Mobility assistance
• Bathing
• Dressing
• Feeding
• Placing telemetry leads
• Removing IV lines

RESPONSIBILITIES:

• Destination Coordination: Greets patients and families warmly and positively, providing verbal direction and escort assistance to visitors and patients to ensure their arrival at the appropriate destination.
• Environmental Services: Inspects and ensures that all assigned areas are properly cleaned and in good repair, reporting any maintenance problems to a supervisor. Prepares patient room for Environmental Services colleagues to clean and sanitize rooms. Replenishes supplies as needed.
• Dietary Services:. Delivers and Sets up patient meal trays using the designated department script to ensure proper patient identification. Delivers other nourishments to patients upon request. Follows all safety and sanitation regulations.
• Transportation Services: Escorts Patient to discharge lounge or main entrance as appropriate.
• Supply & Equipment Management. Organizes supply room. Delivers supplies, equipment, and other materials to the patient units, and other designated areas safely, timely, and accurately. Stocks patient room, supply areas, med carts (no medications), Depending on unit need, may also: monitor refrigerator temperatures, check kitchens for expired items, complete additional unit-specific logs and stock, deliver and remove trays, routinely freshen and restock supplies in family lounge.
• General: Answers unit phones and transfers to appropriate staff. Responds to call lights under Nursing Assistant/PCT direction. 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 careDepending upon unit, may maintain resources like pamphlets, department contacts, etc. Adheres to hand hygiene and infection control procedures on a consistent basis when interacting with customers. Responsible for following mandatory reporting procedures for any incident or serious event that did affect or potentially could have affected the care of any patient. Exhibits UPMC Values and practices UPMC Experience key behaviors (AIDET + The Promise, 10-5 Rule, Escort Don’t Direct, Own Your Zone) when performing all job responsibilities.
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• Performs in accordance with all other system-wide competencies/behaviors.

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• Performs other duties as assigned.