Patient & Family Concierge, NICU

Join our NICU team at UPMC Hamot as a Patient Family Concierge and make a meaningful impact on families during their most vulnerable moments!

Shifts : This position is part-time, shifts range from 5pm-9pm, 5pm-10pm. Occasional weekends and holidays required.

Role Specifics: In this vital role, you’ll provide compassionate, hands-on support to families in the Newborn Intensive Care Unit by greeting and guiding visitors, maintaining a clean and welcoming environment, assisting with meal delivery, and offering administrative support such as phone coverage and chart management. You’ll also help monitor cameras to make certain parents can view their infant as well as ensure family resources are readily available. Ideal candidates are calm under pressure, service-oriented, and committed to delivering an exceptional experience aligned with UPMC’s values.

Title and Salary will be determined based upon education and experience.

Overview: The Patient & Family Concierge provides compassionate, all-around support to patients, families, and visitors in the hospital. Their main goal is to ensure a high-quality, welcoming experience. They assist in various areas such as wayfinding, environmental services, dietary needs, patient transport, and supply management—adapting to the hospital’s changing needs. Above all, they focus on delivering excellent service and care from arrival to departure.

Responsibilities:

• Warmly greets and directs patients and visitors; escorts as needed.
• Shares appropriate patient info while maintaining confidentiality. Provides info on visiting hours, directions, policies, and parking.
• Issues parking passes, scooters, and tracks patient belongings. Cleans and organizes patient rooms and public areas; removes trash and linen.
• Replenishes supplies, changes bed linens, and reports maintenance issues. Prepares and serves meals per dietary requirements; ensures food safety.
• Delivers meal trays and nourishments; follows sanitation protocols. Transports patients, equipment, and specimens safely and promptly.
• Disinfects transport equipment and logs transport data. Orders and stocks unit supplies and equipment; monitors expiration dates.
• Maintains supply rooms, med carts (excluding meds), and PPE stations. Answers phones, responds to call lights, and rounds hourly.
• Prints and distributes care plans; encourages patient mobility. Maintains educational materials and family lounge supplies.
• Follows infection control and hand hygiene procedures. Reports incidents per mandatory reporting guidelines.
• Demonstrates UPMC values and service behaviors (AIDET, 10-5 Rule, etc.). Handles medication only for nurse distribution.
• Performs in accordance with all other system-wide competencies/behaviors. Performs other duties as assigned.