Patient & Family Concierge, Mom-Baby

Patient & Family Concierge Opportunity

UPMC Hamot is hiring a Patient & Family Concierge to join the Mom-Baby unit!

This position is full-time, Monday-Friday 3pm-11pm

Purpose : 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 :

• Greet patients and families warmly; provide directions and escort assistance.
• Share patient information appropriately while maintaining confidentiality.
• Serve as a reference for visiting hours, directions, package delivery, and hospital policies.
• Issue courtesy parking discounts, free passes, and patient scooters as needed.
• Assist with parking cashier functions and validate patient parking.
• Track patient belongings upon admission.
• Clean and organize assigned areas (patient rooms, public spaces, toilets, procedure rooms, offices, equipment); remove trash and linen.
• Replenish supplies; make beds and change linens in discharge and on-call rooms.
• Inspect cleanliness and report maintenance issues.
• Assemble and serve meals per diet orders; maintain food safety using HACCP principles.
• Operate food service equipment per procedures; perform sanitation per guidelines.
• Deliver and set up patient meal trays using proper identification; provide additional nourishments.
• Transport patients, equipment, and lab specimens safely and timely; disinfect transport equipment.
• Record transportation data electronically or manually; report abnormal activities and maintenance issues.
• Retrieve, set up, clean, and store telehealth carts; perform weekly testing and escalate concerns.
• Order and organize unit supplies; deliver and stock rooms and supply areas (PPE, trays, pumps, etc.).
• Maintain refrigerator logs, check expiration dates, and monitor inventory with supply chain.
• Answer phones and transfer calls; respond to call lights under direction.
• Socialize with patients, assess needs, and prompt mobility with clinical staff.
• Round hourly; print and distribute daily care plans; maintain resources like pamphlets.
• Follow hand hygiene and infection control procedures consistently.
• Report incidents or serious events per mandatory reporting guidelines.
• Exhibit UPMC values and experience behaviors (AIDET, The Promise, 10-5 Rule, Escort Don't Direct, Own Your Zone).
• Limit medication access to distribution to nurses.
• Assist patients with UPMC Patient Portal navigation for smooth access to health information.
• Perform other duties as assigned and adhere to system-wide competencies.

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 :

UPMC is an Equal Opportunity Employer / Disability / Veteran