Full-Time Patient & Family Concierge - UPMC Presbyterian Adult Acute Care (11S)

Patient & Family Concierge – Entry-Level & Senior Opportunities

Full-Time: 3 12-hour shifts per week. mostly 6a-6p but may work 10a-10p

The Nursing Support position requires the availability to work rotating, 12-hour shifts. Shifts are scheduled on a rotating basis meaning you are required to work daylight, evening, overnights, weekends, and holidays and having full open rotating availability 7 days a week.

The Patient & Family Concierge is a key ambassador of the UPMC Experience. You will support patients, families, visitors, and clinical teams by assisting with customer service, hospitality needs, transport, environmental services, dietary support, supply coordination, and more. Every day brings variety—and the opportunity to truly make a difference in someone’s hospital experience.

Your mission: Deliver exceptional service, anticipate needs, and help create a safe and comfortable environment for all.

About the Unit:

• 11S - Our diverse patient population can include hepatology, urology, endocrinology, post-surgical complications, pulmonary, infectious disease and many more. This teaching unit is a great fit for graduate nurses and nurses seeking to gain inpatient experience and/or expand their clinical knowledge. Our partnership with our medical teaching teams includes daily multidisciplinary bedside rounds and collaboration with discharge planning.

Core Responsibilities

Destination Coordination

• Warmly greet patients and visitors, offering directions or personally escorting them to their destinations.
• Provide information on visiting hours, hospital policies, and navigation support.
• Maintain patient confidentiality at all times.
• Assist with courtesy parking passes, parking validation, and patient scooter distribution.
• Track and document patient belongings upon admission.

Environmental Services Support

• Clean and maintain assigned areas including patient rooms, public spaces, bathrooms, and equipment.
• Remove trash, replenish supplies, and organize spaces as needed.
• Make beds and change linens in patient discharge rooms.
• Report maintenance concerns promptly.

️ Dietary Services Assistance

• Assemble and serve meals according to diet orders and patient‑specific needs.
• Ensure food quality and safety following HACCP and departmental guidelines.
• Deliver and set up meal trays using approved patient‑identification scripting.
• Follow all sanitation and safety regulations.

Transportation Services

• Safely transport patients, equipment, and lab specimens throughout the hospital.
• Clean and inspect transport equipment.
• Document transport activity and report concerns or repair needs.

Telehealth Cart Support

• Retrieve, set up, clean, and return telehealth carts for scheduled appointments.
• Perform weekly functionality testing and report issues.

Supply & Equipment Management

• Order, organize, and distribute unit supplies and equipment.
• Restock rooms, medication carts (excluding medications), PPE, clinical trays, and supply areas.
• Maintain logs, temperature checks, and expiration monitoring.
• Inventory pumps and remove unnecessary equipment.
• Assist with lounge upkeep and unit‑specific stocking needs.

General Responsibilities

• Answer phones, respond to call lights under NA/PCT direction, and positively interact with patients.
• Conduct hourly rounding to ensure all needs are met.
• Print and distribute plans of care.
• Encourage patient mobility with appropriate clinical support.
• Assist patients in navigating the UPMC Patient Portal.
• Adhere to hand hygiene, infection control, safety, and reporting requirements.
• Demonstrate UPMC Values and UPMC Experience Standards (AIDET, 10‑5 Rule, Escort Don’t Direct, Own Your Zone).

Other duties as assigned

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.

No prior experience required for entry-level role

Entry Level: No experience required | Starts at $19.00/hr

Senior Level: 6+ months of experience| Starts at $19.40/hr

Licensure, Certifications, and Clearances:

• Act 34

UPMC is an Equal Opportunity Employer/Disability/Veteran