Patient & Family Concierge- Women's Hospital

Join our team in a versatile role supporting the entire Women's Hospital. This position offers hours scheduled across weekdays between 5:00 a.m. and 9:00 p.m. and weekends between 9:00 a.m. and 9:00 p.m. We are seeking a candidate with excellent communication and customer service skills, basic computer proficiency, and the ability to work both independently and as part of a team. Flexibility, professionalism, and a commitment to providing an exceptional patient and visitor experience are essential. This role also supports the Women's Hospital visitor management system.

Position Summary

The Patient & Family Concierge provides compassionate service and support to patients, families, and visitors throughout their hospital experience. This role supports multiple areas across the Women's Hospital to ensure a positive, safe, and efficient experience for patients, visitors, and staff.

Key Responsibilities

• Welcome patients and visitors, provide directions, escort assistance, and support the visitor management process.
• Answer questions regarding hospital services, visiting hours, parking, and general policies while maintaining patient confidentiality.
• Assist with parking validation, patient belongings tracking, and visitor accommodations.
• Clean and maintain patient rooms, public areas, equipment, and supply areas; replenish supplies as needed.
• Assemble, deliver, and set up patient meals while following food safety and sanitation standards.
• Transport patients, specimens, and equipment safely throughout the hospital.
• Set up, clean, store, and perform routine checks on telehealth equipment.
• Stock, organize, and monitor supplies and equipment, including checking inventory levels and expiration dates.
• Answer unit phones, assist with call lights under Nursing Assistant/PCT direction, and support patient needs.
• Conduct hourly rounds, distribute plans of care, and assist with patient mobility as appropriate.
• Help patients navigate the UPMC Patient Portal and access healthcare information.
• Follow all safety, infection prevention, reporting, and UPMC service standards, including AIDET, The Promise, Escort Don't Direct, and Own Your Zone.
• Deliver medications to nursing staff as assigned and perform other duties as needed.

What We're Looking For

• Strong customer service and communication skills.
• Basic computer skills.
• Ability to work independently and collaboratively.
• Flexible, organized, and adaptable in a fast-paced environment.
• Commitment to providing excellent care and service to patients, families, and visitors.

Qualifications

• Passionate about providing an exceptional patient and family experience through compassionate, customer-focused service.
• High school diploma required, or active enrollment in a High School/GED program, or one year of previous work experience in lieu of a diploma/GED.
• Previous healthcare or customer service experience is preferred.
• Ability to follow written and verbal instructions.

UPMC is an Equal Opportunity Employer/Disability/Veteran