Patient & Family Concierge

UPMC Jameson is hiring a full-time Patient & Family Concierge to join the 2400 Flex Team!

Final candidates will be selected for a job title within the career ladder that reflects level of education, experience and manager discretion at time of offer.

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.

• Destination Coordination:
  Greets patients and families warmly and positively, providing verbal direction and escort assistance to visitors and patients to ensure their arrival at the appropriate destination. Disseminates patient information to visitors as appropriate while respecting patient confidentiality and withholding restricted information. Serves as a reference source for visiting hours, general directions, package delivery, and general hospital policies. Issues courtesy parking discounts and free passes when appropriate.
  
  Issues patient scooters to patients and visitors as needed. Assists with parking cashier functions and validates patient parking. Establishes tracking of patient belongings upon admission.
• Environmental Services:
  Cleans, removes trash from, empties linen hampers, and organizes all assigned areas, including patient rooms, public areas, toilets, procedure rooms, offices, and patient‑specific equipment, following established procedures. Replenishes supplies as needed. Makes beds and changes bed linens following established cleaning procedures in all assigned patient discharge rooms and on‑call rooms. Inspects and ensures that all assigned areas are properly cleaned and in good repair, reporting any maintenance problems to a supervisor.
• Dietary Services:
  Assembles and serves meals according to diet orders, menus, and patient or guest specific requirements. Maintains food safety and quality by applying HACCP principles throughout service. Adheres to department procedures regarding the operation of all food service equipment. Performs sanitation in accordance with departmental procedures and health department guidelines. Delivers and sets up patient meal trays using the designated department script to ensure proper patient identification.
  
  Delivers other nourishments to patients upon request. Follows all safety and sanitation regulations.
• Transportation Services:
  Transports patients and patient‑specific equipment, and lab specimens using prescribed vehicles between patient units, treatment centers, and other designated areas safely, timely, and accurately. Performs inspections and disinfecting procedures on transportation equipment utilized by the department. Records transportation data electronically in the Transport Tracking System and/or manually on appropriate forms and logs utilized by the department. Reports the status of transportation activities and abnormal activities to a supervisor.
  
  Enters requests for equipment repairs into the online portal as maintenance issues are identified. Inspects and disinfects transportation equipment.
• Telehealth Cart Retrieval and Set Up:
  When notified by PFC Sr, PFC Lead, RN or other designated staff member that a telehealth appointment has been scheduled for a patient, the PFC will retrieve the telehealth cart and set up in the patient?s room at the designated appointment time. Once telehealth visit is completed, will return cart to appropriate storage location clean and decontaminate. Perform weekly testing of the telehealth cart and software to ensure that it is functioning as expected and escalates concerns to appropriate unit leader.
  
  Su…