Patient & Family Concierge- Emergency Department at UPMC

Pittsburgh, Pennsylvania, United States -

Full Time

Start Date

Immediate

Expiry Date

02 Jun, 26

Salary

0.0

Posted On

04 Mar, 26

Experience

0 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Communication, Emotional Support, Patient Experience, Empathy, Patience, Wayfinding, Coordination, Feedback Gathering, Calm Under Pressure, Patient Services, Customer Service, Hospitality

Industry

Hospitals and Health Care

Description

UPMC Mercy Hospital is searching for a full-time Patient & Family Concierge to support our Emergency Department! The Patient & Family Concierge serves as a compassionate liaison between patients, families, and the clinical care team in the Emergency Department (ED). This role is designed to enhance the patient and family experience by providing clear communication, emotional support, and practical assistance during what is often a stressful and uncertain time. The Concierge ensures that patients and families feel informed, respected, and cared for throughout their ED visit. This full-time role will work 5, 8-hour daylight shifts each week. Strong preference for candidates with previous experience in patient services, customer service or hospitality. We're looking for someone who has excellent communication skills and can remain calm under pressure while keeping the goal of the patient experience at top of mind. Key Responsibilities Patient & Family Support Welcome patients and families upon arrival to the ED. Provide orientation to the ED process, including wait times, triage, and treatment flow. Offer emotional reassurance and empathetic listening to patients and families. Communication Serve as a bridge between clinical staff and families, relaying updates in a timely and compassionate manner. Clarify medical terminology and procedures in patient-friendly language. Assist families in understanding discharge instructions and follow-up care. Logistical Assistance Help patients and families with wayfinding, parking, food services, and other hospital amenities. Coordinate with social work, chaplaincy, and other support services as needed. Facilitate access to interpreter services for non-English-speaking patients. Experience Enhancement Monitor waiting areas to ensure comfort and safety. Provide resources such as reading materials, refreshments, or comfort items. Gather feedback from patients and families to improve ED services. 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. Ability to follow written and verbal instructions. Licensure, Certifications, and Clearances: Act 34 UPMC is an Equal Opportunity Employer/Disability/Veteran

Responsibilities

The Patient & Family Concierge acts as a liaison between patients, families, and the clinical team in the Emergency Department, focusing on clear communication and emotional support. Key duties include welcoming patients, providing orientation, offering reassurance, relaying updates, clarifying medical terms, and assisting with logistical needs and support services.