Patient & Family Concierge

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:

Patient Support & Coordination

• Greets, directs, and escorts patients/visitors; provides general information and respects confidentiality.
• Issues parking passes/discounts, scooters, and tracks patient belongings.
• Answers phones, responds to call lights, conducts hourly rounds, interacts with patients, and encourages mobility.
• Prints/distributes plans of care and assists patients with the UPMC Patient Portal.

Unit Operations & Environmental Support

• Cleans assigned areas, removes trash, changes linens, and restocks supplies.
• Reports maintenance issues and ensures cleanliness standards are met.
• Prepares/serves meals per diet orders, follows HACCP, and delivers trays with proper ID.
• Transports patients, equipment, and specimens; documents transports, disinfects equipment, and reports issues.

Equipment, Supplies & Technology

• Orders and stocks supplies; maintains supply rooms, temperature logs, and expiration checks.
• Inventories pumps and completes unit‑specific restocking tasks.
• Retrieves, sets up, cleans, and tests telehealth carts weekly.
• Submits equipment repair requests as needed.

• Follows infection control, safety policies, mandatory reporting, and UPMC Experience behaviors.

• 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:
 

• Cardiopulmonary Resuscitation (CPR)
• Comprehensive Crisis Management (CCMC)
• Driver's License
• Act 31 Child Abuse Reporting with renewal
• Act 33 with renewal
• Act 34 with renewal
• Act 73 FBI Clearance with renewal

UPMC is an Equal Opportunity Employer/Disability/Veteran