Patient & Family Concierge - 5 West Neurology

Patient & Family Concierge
UPMC East | 5 West Neurology
Full-Time | 36 Hours per Week | Daylight Shift (7:00 AM – 7:00 PM)

UPMC East is seeking a compassionate, service-focused Patient & Family Concierge (PFC) to join our 5 West Neurology team. As an integral member of a multidisciplinary care team, the Patient & Family Concierge serves as one of the first points of contact for patients, families, and visitors entering the unit. This role plays a vital part in creating a welcoming, supportive, and efficient care environment while ensuring an exceptional patient experience from admission through discharge.

The ideal candidate is highly organized, adaptable, and thrives in a fast-paced healthcare setting. The Concierge will coordinate patient flow throughout the unit, manage telephone communications, assist with patients traveling to and from testing and procedures, and provide ongoing support to nursing and interdisciplinary staff as unit needs evolve. Above all, this role is focused on enhancing patient satisfaction, supporting clinical operations, and ensuring seamless coordination of care.

What You'll Do

Patient, Family & Visitor Support

• Welcome patients, families, and visitors with a warm and professional attitude.
• Provide directions and escort assistance throughout the hospital.
• Serve as a resource for visiting hours, hospital services, and general facility information.
• Assist with patient belongings tracking and visitor needs while maintaining patient confidentiality.
• Promote a positive patient experience through proactive rounding and engagement.

Unit Operations & Customer Service

• Answer unit phones and direct calls appropriately.
• Print and distribute daily plans of care.
• Respond to patient requests and call lights under the direction of clinical staff.
• Encourage appropriate patient mobility and communicate needs to the care team.
• Maintain educational materials, resource information, and unit communications.

Supply & Equipment Management

• Stock patient rooms, supply areas, PPE, and designated unit inventory.
• Monitor supply levels, expiration dates, and equipment availability.
• Organize supply rooms and coordinate delivery of supplies and equipment.
• Maintain logs, refrigerator temperatures, and unit-specific documentation as required.

Patient Transport & Equipment Support

• Safely transport patients, specimens, and equipment throughout the hospital.
• Clean, inspect, and disinfect transportation equipment.
• Document transportation activities and report concerns promptly.
• Assist with telehealth cart setup, retrieval, testing, and sanitization.

Environmental & Hospitality Services

• Maintain clean, organized patient and family environments.
• Support discharge room turnover and linen management.
• Replenish supplies and identify maintenance concerns.
• Assist with meal tray delivery and patient nourishment requests while supporting food safety standards.

What We're Looking For

• Passion for delivering outstanding customer service.
• Strong communication and interpersonal skills.
• Ability to work collaboratively with patients, families, nurses, physicians, and support staff.
• Flexibility to adapt to changing priorities in a fast-paced hospital environment.
• Commitment to patient-centered care and the UPMC Experience.

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

Licensure, Certifications, and Clearances:
 

• Act 34

UPMC is an Equal Opportunity Employer/Disability/Veteran