Patient & Family Concierge

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\:

Patient Support & Coordination

• Greets, directs, and escorts patients/visitors; provides general information and respects confidentiality.
• Issues parking passes/discounts, scooters, and tracks patient belongings.
• Answers phones, responds to call lights, conducts hourly rounds, interacts with patients, and encourages mobility.
• Prints/distributes plans of care and assists patients with the UPMC Patient Portal.

Unit Operations & Environmental Support

• Cleans assigned areas, removes trash, changes linens, and restocks supplies.
• Reports maintenance issues and ensures cleanliness standards are met.
• Prepares/serves meals per diet orders, follows HACCP, and delivers trays with proper ID.
• Transports patients, equipment, and specimens; documents transports, disinfects equipment, and reports issues.

Equipment, Supplies & Technology

• Orders and stocks supplies; maintains supply rooms, temperature logs, and expiration checks.
• Inventories pumps and completes unit‑specific restocking tasks.
• Retrieves, sets up, cleans, and tests telehealth carts weekly.
• Submits equipment repair requests as needed.

• Follows infection control, safety policies, mandatory reporting, and UPMC Experience behaviors.