Patient & Family Concierge - Emergency Department

Join UPMC Shadyside’s Emergency Department!

Patient & Family Concierges: Looking for Full-Time and two different 12 hour shifts of your choice (day/evening 7a, 9a, 10a, 11a) or (evening/night 10a, 11a, 3p, rare 7p)

Unit: Emergency Department

About UPMC Shadyside: A Magnet-designated teaching hospital with ongoing research and education

About the Role:

Provide generalized, compassionate service and support to patients, families, and visitors

Create and deliver a top-notch experience for patients, visitors, and colleagues

Serve in various capacities across the hospital based on needs

Assist with:

Patient and visitor destination coordination

Environmental services

Dietary services

Patient transport throughout the hospital

Supply and equipment management

Focus on patient and guest satisfaction and quality of care from first to last impression

About the Emergency Department:

50-bed unit specializing in high-acuity care

Unique connection to UPMC Cancer Center, serving oncology patients from across the city and beyond

Designated oncology area within the ED

Comprehensive care for all patients, including triage desk and EMS arrivals

24-hour cardiac catheterization lab for STEMI cases

Stroke center status

Fast-paced, collaborative environment emphasizing rapid problem-solving

Responsibilities:Destination Coordination:

Greet and assist patients and families

Provide directions and escort assistance

Disseminate patient information while respecting confidentiality

Issue parking discounts, free passes, and patient scooters

Assist with parking cashier functions and validate patient parking

Track patient belongings upon admission

Environmental Services:

Clean and organize assigned areas (patient rooms, public areas, etc.)

Replenish supplies as needed

Make beds and change linens

Report maintenance problems

Dietary Services:

Assemble and serve meals according to diet orders

Maintain food safety and quality

Operate food service equipment

Perform sanitation tasks

Deliver and set up patient meal trays

Transportation Services:

Transport patients, equipment, and lab specimens safely and timely

Inspect and disinfect transportation equipment

Record transportation data

Report transportation activities and maintenance issues

Supply & Equipment Management:

Order and organize unit-specific supplies and equipment

Deliver supplies and equipment to designated areas

Stock patient rooms and supply areas

Maintain refrigerator and temperature logs

Monitor supply inventory and expiration dates

General:

Answer unit phones and transfer calls

Respond to call lights

Interact with patients and assess needs

Round hourly to ensure responsibilities are met

Print and distribute daily plans of care

Promote patient mobility

Maintain resources like pamphlets and department contacts

Adhere to hand hygiene and infection control procedures

Follow mandatory reporting procedures

Exhibit UPMC Values and key behaviors

Document in medical records and comply with safety policies.

High School diploma OR active High School/GED program enrollment OR one year of previous job experience required in lieu of HS Diploma/GED.

Previous experience in health care or customer service is a plus, but not required.

Must have the desire, drive, and compassion needed to provide an exceptional patient and family experience at all times.

Ability to follow written and verbal instructions.

Licensure, Certifications, and Clearances:

Act 31 Child Abuse Reporting with renewal

Act 33 with renewal

Act 34 with renewal

Act 73 FBI Clearance with renewal

UPMC is an Equal Opportunity Employer/Disability/Veteran