The Women’s Hospital at UPMC Hamot is seeking a compassionate and dedicated Patient & Family Concierge to provide exceptional service and support to patients, families, and visitors. This role is based in the security booth and involves visitor registration and management, while delivering a welcoming and helpful experience throughout the hospital.

Hours: 4:30 AM – 12:00 AM and 12:00 PM – 7:30 PM

Purpose:
The Patient & Family Concierge ensures a positive and seamless experience for patients, visitors, and staff. Responsibilities are diverse and may include assisting with wayfinding, environmental services, dietary support, patient transport, and supply management. The Concierge’s primary focus is on patient satisfaction and quality of care from arrival to discharge.

Key Responsibilities:

Destination Coordination:

Greet and assist patients and families with directions and escorts.

Provide information on visiting hours, hospital policies, and parking.

Manage visitor registration and patient belongings tracking.

Issue parking validations, discounts, and mobility aids as needed.

Environmental Services:

Maintain cleanliness of assigned areas including patient rooms, public spaces, and equipment.

Change bed linens and replenish supplies following protocols.

Report maintenance issues promptly.

Dietary Services:

Assemble and deliver meals according to dietary orders and safety standards.

Follow HACCP guidelines and department sanitation procedures.

Provide additional nourishment upon request.

Transportation Services:

Safely transport patients, equipment, and lab specimens within the hospital.

Maintain and disinfect transportation equipment.

Accurately document transportation activities and report issues.

Supply & Equipment Management:

Order, organize, and distribute supplies and equipment to units.

Monitor inventory, expiration dates, and refrigeration logs.

Collaborate with supply chain management to maintain stock levels.

General Duties:

Answer phones and transfer calls as needed.

Respond to call lights under nursing supervision.

Engage with patients to assess needs and provide support.

Conduct hourly rounds to ensure quality and safety.

Promote patient mobility and assist with daily care plans.

Maintain educational materials and resources on units.

Adhere to infection control and reporting protocols.

Uphold UPMC values and patient experience standards (AIDET, The Promise, 10-5 Rule, Escort Don’t Direct, Own Your Zone).

Qualifications:

Compassionate, patient-focused attitude

Strong communication and interpersonal skills

Ability to multitask and adapt to changing needs

Commitment to maintaining confidentiality and privacy

Basic knowledge of hospital safety and sanitation standards

Additional Information:

Access to medications is limited to distribution to nursing staff only.

Performs other duties as assigned.