Be the friendly face that helps families navigate one of life's most important moments.
UPMC Mercy is seeking a compassionate and customer-focused Patient & Family Concierge to join our Post-Anesthesia Care Unit (PACU) team. In this highly visible role, you'll provide comfort, guidance, and support to patients' loved ones throughout the surgical journey—from welcoming families upon arrival to helping coordinate communication and reconnecting them with their loved ones during recovery.
As a trusted resource and advocate, you'll play a key role in creating a positive experience during what can often be a stressful time. Working alongside surgeons, nurses, and other members of the care team, you'll ensure families feel informed, supported, and cared for every step of the way.
This full-time, daylight position offers a Monday through Friday schedule (9:00 a.m. - 5:30 p.m.) with no weekends or holidays, a supportive team environment, and the opportunity to work in our newly renovated surgical and patient care spaces. If you have a passion for helping others, delivering outstanding customer service, and making a meaningful impact every day, we'd love to hear from you.
Responsibilities
- Welcome and assist patients, families, and visitors by providing directions, escort assistance, and information while maintaining patient confidentiality.
- Maintain clean, safe, and organized patient care and public areas, including cleaning rooms, replenishing supplies, and preparing rooms for new patients.
- Assemble, deliver, and serve meals in accordance with diet orders, food safety standards, and departmental procedures.
- Transport patients, specimens, equipment, and supplies safely and efficiently throughout the facility while maintaining transportation equipment.
- Set up, test, clean, and return telehealth equipment to support scheduled patient appointments.
- Manage unit supplies and equipment by stocking, organizing, monitoring inventory and expiration dates, and delivering materials as needed.
- Answer unit phones, assist with call lights under clinical staff direction, and support patient, visitor, and unit needs.
- Promote a positive patient experience by rounding regularly, supporting patient mobility, providing patient portal guidance, and addressing non-clinical concerns.
- Follow all safety, infection prevention, confidentiality, regulatory, and mandatory reporting requirements.
- Demonstrate UPMC Values and service standards, including AIDET, The Promise, the 10-5 Rule, Escort Don't Direct, and Own Your Zone.
- Perform 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.
Licensure, Certifications, and Clearances:
- Act 34
UPMC is an Equal Opportunity Employer/Disability/Veteran