Patient & Family Concierge, Senior - 8A Neuro ICU

UPMC Mercy is a renowned healthcare institution known for delivering comprehensive and compassionate medical care. Located in Pittsburgh, Pennsylvania, UPMC Mercy is part of the University of Pittsburgh Medical Center (UPMC) system, a world-class network of hospitals, specialty clinics, and research centers. This hospital is distinguished by its commitment to pioneering medical research while offering excellent patient-centered care, with a focus on both acute and chronic health conditions. UPMC Mercy provides services across multiple medical specialties, emphasizing an interdisciplinary approach to foster innovation and quality in patient outcomes. The institution values a diverse and inclusive workplace where team collaboration and patient dignity remain at the forefront of its mission. UPMC Mercy recognizes the importance of a supportive environment for patients and their families, ensuring each individual's experience is handled with sensitivity, respect, and professionalism. Currently, UPMC Mercy is hiring a full-time Patient & Family Concierge, Senior to support its 8A Neuro ICU department. This critical role involves providing generalized and compassionate service and support to patients, families, and visitors during their hospital stay. The primary goal of the Concierge, Senior is to create and maintain a superior experience for patients, visitors, and colleagues alike by offering assistance in various capacities throughout the hospital based on its day-to-day needs. This may include coordinating patient and visitor destinations, offering environmental and dietary services, assisting with patient transport and supply management, and delivering administrative support bundled with essential patient-facing duties. In addition to clerical tasks such as answering phones, maintaining patient flow processes, and coordinating tests and procedures, the role demands unwavering focus on patient satisfaction and quality care from the initial to the final impression. The 8A Neuro ICU itself is an 18-bed critical care unit dedicated to patients with acute and critical neurological conditions. It is equipped with advanced technologies and staffed by a multidisciplinary team of neurologists, neurosurgeons, intensivists, nurses specialized in neurological care, respiratory therapists, physical and occupational therapists, and clinical pharmacists. This collaborative model ensures comprehensive management of complex neurological cases with a patient-first philosophy. Recognizing that neurological disorders can be emotionally and psychologically challenging, the team prioritizes a compassionate and supportive environment for patients and their families. Regular communication, education, and shared decision-making are fundamental aspects of their patient-centered approach. The ICU also works in close partnership with rehabilitation services, outpatient clinics, and community resources to support recovery beyond the hospital stay, making the 8A Neuro ICU a beacon of specialized neurological care with empathy and dedication at its core.

• High school diploma or GED or one year previous job experience required
• minimum six months experience as Patient & Family Concierge or equivalent
• demonstrated competency in Patient & Family Concierge responsibilities
• internal promotions based on business unit's performance assessment discretion
• completion of one annual contribution such as committee participation or departmental project
• must demonstrate desire, drive, and compassion for exceptional patient and family experience
• ability to follow written and verbal instructions
• possession of Act 34 clearance.