Patient & Family Concierge, 4IU

UPMC Hamot is hiring a casual Patient & Family Concierge to join the 4IU Unit! _Title and Salary will be determined based upon education and experience._

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.

Responsibilities:

a { text-decoration: none; color: #464feb; } tr th, tr td { border: 1px solid #e6e6e6; } tr th { background-color: #f5f5f5; } + Greets patients and families warmly; provides directions and escorts to ensure arrival at correct locations. + Shares appropriate patient information while maintaining confidentiality and withholding restricted details. + Serves as a resource for visiting hours, directions, deliveries, and hospital policies. + Issues parking discounts, free passes, and patient scooters as needed; assists with parking validation and cashier functions. + Tracks patient belongings upon admission. + Cleans and maintains patient rooms, public areas, offices, and equipment; removes trash, manages linen, and organizes spaces. + Replenishes supplies, makes beds, and changes linens in discharge and on-call rooms. + Inspects areas for cleanliness and reports maintenance issues. + Prepares and serves meals per diet orders and patient needs. + Follows food safety (HACCP), sanitation standards, and equipment procedures. + Delivers and sets up patient meal trays with proper identification; provides additional nourishments as requested. + Transports patients, equipment, and specimens safely and efficiently. + Inspects, disinfects, and maintains transportation equipment; logs and tracks transport activities. + Reports issues and submits repair requests for equipment. + Retrieves, sets up, cleans, and stores telehealth carts for scheduled visits. + Performs routine testing of telehealth equipment and escalates issues. + Orders, stocks, organizes, and monitors supplies and equipment, including expiration dates and inventory levels. + Delivers supplies, equipment, and materials; stocks patient care items and maintains logs (e.g., temperature, inventory). + Manages unit needs such as lounge supplies, tray delivery/removal, and unit-specific stocking tasks. + Answers phones, transfers calls, and responds to call lights under direction. + Interacts with patients, rounds regularly, and supports patient needs and mobility with clinical staff. + Prints and distributes care plans; maintains unit resources and materials. + Adheres to infection control, safety standards, and mandatory reporting procedures. + Demonstrates UPMC values and service behaviors (AIDET, 10-5 Rule, Escort Don't Direct, Own Your Zone). + Handles limited medication distribution (to nurse only). + Supports patient portal navigation and communicates access information clearly. + Performs in accordance with all other system-wide competencies/behaviors. Performs other duties as assigned. + 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