Patient & Family Concierge (Casual) - Emergency Department

UPMC East is looking for a Casual, Patient & Family Concierge in their Emergency Department.

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

Position Details:

• Limited Casual: 240 hours per calendar year
• Flexible scheduling with 4, 8, or 12-hour shifts
• Available shifts between 7:00 AM and 11:00 PM
• Great opportunity for students, retirees, individuals seeking supplemental income, or anyone looking for flexible healthcare experience

Responsibilities:

Core Patient & Visitor Experience

• Greet patients, families, and visitors in a warm, professional manner.
• Provide wayfinding assistance, verbal directions, and escort services to ensure individuals arrive at the appropriate destination.
• Serve as a resource for visiting hours, hospital policies, package delivery, and general hospital information.
• Disseminate appropriate patient information while maintaining confidentiality and withholding restricted information.
• Issue courtesy parking discounts, parking validations, and free parking passes when appropriate.
• Distribute and manage patient and visitor scooters as needed.
• Establish and maintain tracking of patient belongings upon admission.
• Interact with patients, assess needs, and provide compassionate support throughout their hospital stay.
• Stay informed on UPMC Patient Portal navigation and assist patients in accessing health information and services.

Patient Transport & Logistics Support

• Safely transport patients, patient-specific equipment, and laboratory specimens throughout the hospital.
• Operate transportation equipment in accordance with departmental procedures.
• Inspect, clean, disinfect, and maintain transportation equipment.
• Document transportation activities using electronic tracking systems and required logs.
• Report transportation status updates, delays, and abnormal activities to leadership.
• Submit equipment repair requests and maintenance concerns through designated systems.

Environmental Services & Room Readiness

• Clean and organize patient rooms, procedure rooms, public spaces, offices, restrooms, and equipment.
• Remove waste, empty linen hampers, and replenish necessary supplies.
• Make beds and change linens in discharge rooms and on-call rooms.
• Conduct routine inspections to ensure areas are clean, safe, and properly maintained.
• Report maintenance or repair concerns to appropriate personnel.

Dietary & Nutrition Support

• Assemble and distribute meals according to physician-ordered diets and patient preferences.
• Deliver meal trays and nourishments while utilizing patient identification protocols.
• Maintain food safety standards and HACCP guidelines.
• Operate food service equipment according to departmental procedures.
• Perform sanitation and cleaning activities in compliance with health and safety regulations.
• Ensure adherence to all food safety, sanitation, and infection prevention standards.

Telehealth Support

• Retrieve, deliver, and set up telehealth carts for scheduled patient appointments.
• Coordinate telehealth equipment setup with nursing and other designated staff.
• Clean, disinfect, and return telehealth equipment following appointments.
• Conduct routine testing of telehealth carts and software.
• Escalate equipment or functionality concerns to appropriate leadership.

Supply & Equipment Management

• Order and maintain appropriate levels of unit-specific supplies and equipment.
• Organize and maintain supply rooms and storage locations.
• Deliver supplies, equipment, medications (for distribution to nursing staff only), and other materials throughout the hospital.
• Stock patient rooms, supply areas, PPE, testing trays, and other designated locations.
• Monitor inventory levels, expiration dates, and equipment utilization.
• Maintain refrigerator temperature logs and other required documentation.
• Inventory and remove unnecessary equipment from patient rooms.
• Support family lounges, unit kitchens, and other patient care areas through routine restocking and organization.

Unit Operations & Administrative Support

• Answer unit telephones and direct calls appropriately.
• Respond to call lights under the direction of Nursing Assistants or Patient Care Technicians.
• Print and distribute daily plans of care.
• Maintain unit resources, departmental materials, and reference information.
• Complete unit-specific documentation, logs, and operational tasks as assigned.
• Conduct regular rounding to ensure responsibilities are completed and patient needs are addressed.

Patient Safety, Quality & Service Excellence

• Promote patient mobility in collaboration with clinical staff when appropriate.
• Adhere to infection prevention, hand hygiene, and safety protocols.
• Follow mandatory reporting requirements for incidents, safety concerns, and serious events.
• Demonstrate UPMC Values and service standards, including AIDET The Promise, the 10-5 Rule, Escort Don't Direct, and Own Your Zone.
• Maintain a strong focus on patient satisfaction, quality outcomes, and a positive patient experience.
• Perform all duties in accordance with system-wide competencies and departmental expectations.
• Complete other duties as assigned.