Patient & Family Concierge - Senior (Night Shift)

Patient & Family Concierge, Senior

Emergency Department – East Campus
Night Shift | Full-Time (3x12 hours)

Schedule Requirements

• Night shift\: 6\:00 PM – 6\:00 AM
  • Required to work daylight hours for 6 weeks of training
• Three 12‑hour shifts per week
• Six weekend shifts per 6‑week schedule

• Every-other holiday, following a set rotation assigned by leadership

Purpose

The Patient & Family Concierge, Senior is responsible for delivering compassionate, service‑driven support to patients, families, visitors, and staff across the hospital. This role ensures a seamless, top‑quality experience from first to last impression by assisting with navigation, communication, comfort, and operational needs.

Concierges, Senior will support multiple functions—including patient/visitor coordination, environmental services, dietary, transport, supplies/equipment, and administrative tasks—based on real‑time hospital needs. Above all, this position is dedicated to patient satisfaction, service excellence, and contributing to a safe, welcoming environment throughout the Emergency Department.

Responsibilities

Destination Coordination

• Warmly greets and directs patients, families, and visitors.
• Escorts patients/visitors to destinations as needed.
• Shares appropriate patient information while maintaining confidentiality.
• Provides information on visiting hours, policies, and general directions.
• Issues courtesy parking discounts, free passes, and validates parking.
• Issues patient scooters and establishes tracking of patient belongings.

Environmental Services Support

• Cleans and organizes assigned areas, including patient rooms, public areas, and equipment.
• Removes trash, empties linen, replenishes supplies, and changes bed linens following procedures.
• Inspects assigned areas and reports maintenance or repair needs.

Dietary Services Support

• Assembles and serves patient meals according to diet orders.
• Maintains food safety and follows HACCP principles.
• Operates food service equipment per guidelines.
• Delivers patient meal trays and nourishments, ensuring proper identification.
• Follows all safety and sanitation standards.

Transportation Services

• Safely transports patients, equipment, and lab specimens throughout the hospital.
• Disinfects transportation equipment and documents transport activities.
• Enters repair requests into the online portal as needed.
• Communicates abnormal transport concerns to leadership.

Supply & Equipment Management

• Orders unit-specific supplies and ensures adequate inventory.
• Organizes supply rooms and restocks\: patient rooms, med carts (excluding meds), trays, PPE, IV supplies, etc.
• Logs refrigerator temperatures and checks expiration dates.
• Inventories and removes unused pumps/equipment.
• Supports supply chain processes and completes unit-specific stocking and audits.

Administrative Support

• Completes administrative tasks including coordinating tests, scheduling transports, and general errands.
• Answers phones and assists callers with courtesy and accuracy.
• Manages CyraCom equipment, prints unit reports, assigns phones, builds patient charts, and files documentation.
• Updates bedboards and communicates changes as required.
• Enters physician orders and maintains OR schedules.
• Processes admissions, transfers, and discharges in the EHR.
• Completes parking pass and cashier functions.
• Performs crash cart checks and distributes mail.
• Conducts unit audits and monitors noise levels/quiet time compliance.

General Responsibilities

• Answers unit phones and responds to call lights as directed by clinical staff.
• Conducts hourly rounding and assists with patient comfort needs.
• Promotes patient mobility in collaboration with clinical staff.
• Maintains patient‑facing and staff‑facing bulletin boards.
• Performs required audits (DOH POC, hand hygiene, TJC tracers, etc.).
• Follows all infection control and mandatory reporting procedures.
• Supports UPMC values and experience standards (AIDET, Promise behaviors, 10‑5 Rule, Escort Don’t Direct, Own Your Zone).
• Assists patients with navigating and understanding the UPMC Patient Portal.

Telehealth Consults & Cart Management

• Monitors Epic for Telehealth Cart tasks.
• Coordinates cart delivery with remote specialty providers via secure chat.
• Delivers carts to patient rooms and initiates telemedicine visits.
• Closes tasks in Epic and ensures carts are cleaned, charged, and returned.
• Performs weekly testing and escalates issues to IT Telemedicine as needed.