Patient & Family Concierge - Senior

Join the UPMC Children's Hospital Team as a Full-Time Patient & Family Concierge!

Are you passionate about delivering exceptional customer service and ready to make a meaningful impact in healthcare? UPMC Children's Hospital is seeking a dedicated and experienced Patient & Family Concierge Senior to join our dynamic team.

What We're Looking For

We're seeking candidates with at least 1 year of experience, preferably in customer service or healthcare. A healthcare background is a plus-but not required. What matters most is your ability to bring empathy, professionalism, and reliability to every interaction.

Your Schedule

• Monday-Friday
• No weekends or UPMC holidays
• Rotating shifts: 6:30 AM-3:00 PM and 9:30 AM-6:00 PM

Why You'll Love It Here

• Supportive, team-focused environment
• Predictable weekday schedule
• The chance to brighten lives every single day

Ready to be the first smile patients and families see when they walk through our doors? We'd love to meet you!

Destination Coordination

• Warmly greets and directs patients and visitors.
• Escorts or guides guests; provides general hospital information.
• Manages patient belongings, parking validation, scooter distribution, and visitor passes.

Environmental Services

• Cleans and organizes patient areas and public spaces.
• Changes bed linens, removes trash, and replenishes supplies.
• Reports maintenance issues and ensures rooms meet cleanliness standards.

Dietary Services

• Prepares and delivers patient meals per dietary needs.
• Follows food safety/HACCP guidelines and equipment procedures.
• Handles sanitation, nourishment delivery, and tray setup with proper patient ID.

Transportation Services

• Transports patients, equipment, and specimens safely and promptly.
• Maintains, disinfects, and documents transport equipment use.
• Enters transport and equipment maintenance data into tracking systems.

Supply & Equipment Management

• Orders, stocks, and tracks unit supplies and equipment.
• Maintains supply rooms and inventory logs (e.g., meds, IVs, PPE).
• Checks expiration dates, restocks family lounges, and handles specialized unit tasks.

Administrative Support

• Manages patient charts, orders, calls, equipment, and transport coordination.
• Updates bedboards, OR schedules, and maintains electronic health records (EHR).
• Handles admissions, discharges, and transfers; monitors equipment and responds to service requests.

General Duties

• Answers phones, responds to call lights, supports patients socially.
• Assists with audits, mobility prompts, plan-of-care distribution, and resource materials.
• Enforces hygiene protocols and safety standards.
• Follows UPMC policies and performs additional duties as needed.

Qualifications:

• Must have the desire, drive, and compassion needed to provide an exceptional patient and family experience at all times
• High School diploma OR one year of previous job experience required in lieu of HS Diploma/GED.
• 6 months of experience as a Patient & Family Concierge or equivalent
• Demonstrated competency in all responsibilities of Patient & Family Concierge role
• Internal promotions to this level are based on the discretion of the business units assessment of employee performance
• Completion of 1 annual contribution from these options: hospital/department committee participation, participation in departmental project, peer interviewer, onboarding/precepting of other Experience Concierges
• Ability to follow written and verbal instructions

Licensure, Certifications, and Clearances:

• Act 31, 33, 34, 73 clearances with renewal

UPMC is an Equal Opportunity Employer/Disability/Veteran