Patient & Family Concierge - MICU

The Medical ICU (MICU) at Hamot is seeking a Patient & Family Concierge to join our team!

Position Details

• Status: Full-time
• Schedule: 6:30 AM – 7:00 PM, three days per week
• Holidays: Rotating
• Weekends: Six weekend shifts required per schedule

The MICU offers a supportive, team-oriented environment. This role is often the first point of contact for patients and families, playing a key role in welcoming visitors, answering phones, and connecting needs to the appropriate staff.

Position Purpose

The Patient & Family Concierge provides compassionate, customer-focused support to patients, families, and visitors throughout their hospital experience. The primary goal of the Concierge is to deliver an exceptional experience from first to last impression. This role supports hospital operations in multiple areas based on daily needs, while remaining focused on patient satisfaction, safety, and quality of care.

Key Responsibilities

Destination Coordination

• Greet patients and families warmly and professionally.
• Provide verbal directions and escort patients and visitors as needed.
• Share appropriate patient information while maintaining confidentiality.
• Serve as a resource for visiting hours, hospital policies, directions, and package delivery.
• Issue courtesy parking discounts, free passes, scooters, and validate patient parking as appropriate.
• Assist with parking cashier functions.
• Track patient belongings upon admission.

Environmental Services

• Clean and maintain assigned areas, including patient rooms, public spaces, restrooms, offices, procedure rooms, and equipment.
• Remove trash, empty linen hampers, and replenish supplies.
• Make beds and change linens following established cleaning procedures.
• Inspect assigned areas for cleanliness and safety and report maintenance concerns promptly.

Dietary Services

• Assemble and serve meals in accordance with diet orders, menus, and patient-specific needs.
• Deliver and set up meal trays using department scripts to ensure proper patient identification.
• Deliver nourishments upon request.
• Maintain food safety and sanitation standards, following HACCP principles and department guidelines.
• Operate food service equipment safely and correctly.

Transportation Services

• Transport patients, patient equipment, and lab specimens safely and efficiently.
• Inspect, clean, and disinfect transportation equipment.
• Document transportation activities in the Transport Tracking System or required logs.
• Report abnormal activity and equipment issues to leadership.
• Enter repair requests into the online maintenance portal as needed.

Telehealth Cart Setup

• Retrieve and set up telehealth carts in patient rooms for scheduled appointments.
• Clean, decontaminate, and return carts after use.
• Perform weekly testing of telehealth carts and software.
• Escalate issues to appropriate unit leadership.

Supply & Equipment Management

• Order, organize, and stock unit-specific supplies and equipment.
• Monitor inventory levels and expiration dates in collaboration with Supply Chain.
• Stock patient rooms, supply areas, PPE, med cards (no medications), AccuCheck trays, phlebotomy/IV trays, and other unit supplies.
• Maintain refrigerator logs, temperature checks, and kitchen inspections.
• Inventory and manage pumps and remove equipment when no longer needed.
• Support family lounge upkeep, stocking, and tray delivery/removal as assigned.

General Responsibilities

• Answer unit phones and route calls appropriately.
• Respond to call lights under Nursing Assistant/PCT direction.
• Interact with patients, assess basic needs, and support mobility with clinical staff.
• Conduct hourly rounding to ensure areas of responsibility are met.
• Print and distribute daily plans of care.
• Maintain patient education resources and unit materials as needed.
• Follow all hand hygiene and infection control practices.
• Adhere to mandatory reporting requirements for incidents or safety concerns.
• Demonstrate UPMC Values and Experience behaviors, including AIDET The Promise, 10-5 Rule, Escort Don’t Direct, and Own Your Zone.
• Access to medications is limited to delivery to licensed nursing staff.
• Assist patients with navigating the UPMC Patient Portal.
• Perform all system-wide competencies and other duties as assigned.