Casual Patient & Family Concierge- 5EW

The Patient & Family Concierge (PFC) 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 PFC is to create and deliver a top-notch experience for patients, visitors, and colleagues. You will serve in a variety of capacities across the hospital based on ever-changing needs. In the course of the day, you may assist with patient and visitor destination coordination, environmental services, dietary, patient transport throughout the hospital, supply and equipment management, and administrative support. This position will include patient-facing tasks as well as clerical work, such as answering phones, accurately updating and maintaining patient flow process, coordinating tests and procedures, etc. Above all, the PFC will remain focused on patient and guest satisfaction and quality of care from first to last impression.

• 11 North at UPMC Montefiore is a 22-bed Step-down Unit specializing in the care of patients undergoing liver, kidney, pancreas, and intestinal transplants in addition to other complex abdominal surgeries. 11 North is a dynamic patient and family-focused unit where we promote a culture of kindness, caring and teamwork. We strive to ensure that patients and families have a positive experience on 11 North. This is reflected in our high patient satisfaction scores.

Responsibilities:

• Administrative Support: Coordinate tests, procedures, and transports, manage patient charts, enter physician orders, and update bedboards.

• Communication & Coordination: Answer calls, provide courteous service, distribute mail, and facilitate quiet time or noise monitoring.
• Destination Coordination: Greet and escort patients and visitors, provide information while maintaining confidentiality, and assist with parking and patient belongings.

• Dietary Services: Assemble and serve meals per dietary requirements, ensure food safety, and deliver patient meal trays and nourishments.

• Transportation Services: Safely transport patients, equipment, and specimens, maintain transport equipment, and track transport activities.

• Supply & Equipment Management: Order, stock, and organize unit-specific supplies and equipment, monitor expiration dates, and maintain inventory.

• Safety & Compliance: Follow sanitation and safety protocols, check crash carts and medical equipment, and complete required audits.

• Environmental Services: Clean and maintain patient rooms and public areas, replenish supplies, and report maintenance issues.