Patient & Family Concierge, Senior
Monday-Friday | 7:00 AM - 5:30 PM | No Nights, Weekends, or Holidays!
Are you passionate about creating exceptional experiences for patients and their families? Join our team as a Patient & Family Concierge, Senior, where you'll play a vital role in delivering compassionate service and ensuring patients feel supported every step of the way.
This is more than a customer service role. You'll serve as a key resource within the hospital, helping patients, visitors, and staff navigate their healthcare journey while providing critical operational support behind the scenes. Every day brings new opportunities to make a difference.
Why You'll Love This Role
Work a 4-day workweek with 10-hour shifts
No nights, weekends, or holidays required
Make a direct impact on the patient and family experience
Enjoy a dynamic role with variety and opportunities to learn
Collaborate with multidisciplinary healthcare teams
Join a mission-driven organization dedicated to excellence in patient care
What You'll Do
As a Patient & Family Concierge, Senior, you'll support patients, families, visitors, and hospital staff through a variety of responsibilities, including:
Provide Outstanding Patient & Guest Service
- Welcome patients and visitors with warmth and professionalism.
- Assist with wayfinding, escorting patients and guests throughout the hospital.
- Serve as a trusted resource for hospital information, policies, and visitor needs.
- Help ensure every patient and family receives an exceptional experience from arrival through discharge.
Support Patient Care Operations
- Coordinate patient transports, tests, procedures, and admissions/discharges.
- Manage patient tracking, assignment support, and communication with clinical teams.
- Assist with patient documentation, chart management, and administrative functions.
- Support telehealth consultations by coordinating and facilitating virtual specialty visits.
Manage Supplies & Equipment
- Maintain unit inventory and organize supply areas.
- Ensure critical supplies and equipment are stocked, available, and functioning properly.
- Monitor inventory levels and expiration dates to support efficient patient care.
Contribute to a Safe and Clean Environment
- Support environmental services, room readiness, and infection prevention practices.
- Follow safety, sanitation, and quality standards to help maintain a welcoming environment for patients and visitors.
Assist with Food & Nutrition Services
- Deliver meals and nourishments while ensuring patient safety and satisfaction.
- Maintain food quality and sanitation standards.
Primary Role Focus
This position primarily functions as a Surgical Secretary in the Post-Anesthesia Care Unit (PACU, partnering closely with the charge nurse and clinical team to provide essential operational support.
Responsibilities include:
- Patient tracking and flow coordination
- Patient assignments and communication support
- Billing and documentation assistance
- Supply management and ordering
- Coordinating ordered testing and procedures
- Serving as a central point of communication for the PACU team
What Makes You Successful
- Passion for providing exceptional customer service
- Strong communication and organizational skills
- Ability to multitask in a fast-paced healthcare environment
- Team-oriented mindset with a commitment to patient-centered care
- Focus on professionalism, compassion, and attention to detail
Join a team where every interaction matters.
If you enjoy helping others, thrive in a collaborative environment, and want to make a meaningful difference in the lives of patients and families, we encourage you to apply today!
- Must have the desire, drive, and compassion needed to provide an exceptional patient and family experience at all times
- High School diploma OR one year of previous job experience required in lieu of HS Diploma/GED.
- 6 months of experience as a Patient & Family Concierge or equivalent
- Demonstrated competency in all responsibilities of Patient & Family Concierge role.
- Internal promotions to this level are based on the discretion of the business unit's assessment of employee performance
- Completion of 1 annual contribution from these options: hospital/department committee participation, participation in departmental project, peer interviewer, onboarding/precepting of other Experience Concierges
- Ability to follow written and verbal instructions
Licensure, Certifications, and Clearances:
Applicants will be placed in the appropriate job title and salary from the career ladder, based on their individual experience and education.
UPMC is an Equal Opportunity Employer/Disability/Veteran