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Patient & Family Support Generalist-PACU-UPMC Mercy


UPMC Mercy is hiring a Patient & Family Support Generalist to support the PACU department at our Pittsburgh, PA location!

The schedule will be Monday - Friday 11:00a.m. - 7:30p.m.

Provide customer service, greeter, escort, housekeeping and clerical support to the Department of Patient and Family Support Services under the direction of the Director, Patient and Family Support. Create a positive first impression for all patients, families, visitors, physicians, employees and volunteers who visit the hospital. This position will also work with the department to respond to concerns and complaints and ensure that the appropriate follow-up is conducted. This position will work heavily with valet parking, security, housekeeping, patient transportation services and the emergency room to ensure that first impressions are optimal.



  • Communicate with Patient Relations staff on a daily basis. Update on any outstanding issues, report any problems with equipment or services in the lobby area and communicate any concerns or needs of the position. Attend monthly Patient Relations staff meetings.
  • Provide a farewell comment to departing patients, families, visitors, physicians, employees and volunteers with a proper salutation and a smile. Offer some form of assistance.
  • Complete MPAC/CPAC processes such as discharging patient from computer.
  • Maintain the following resources: pamphlets regarding UPMC Health System, hospital departments with contacts and phone listings, patient information handbooks, physician's office locations, diagnostic areas, maps of the UPMC Oakland campus and other areas, direction cards and information regarding services available in the Oakland area. Be fluent and offer this information to patients, families, visitors, physicians, employees and volunteers in anticipation of their needs.
  • Work with Valet Parking to assist people to and from their vehicles and help with belongings. Direct customers to the Valet Parking cashier and assist when they are extensive delays with vehicle drop-off and pick-up.
  • Complete housekeeping duties to ensure front entrance, lobby, escalator, and bathrooms are clean and free from clutter, litter and cigarette butts. Contacts housekeeping and maintenance departments for larger issues and areas outside those mentioned above and follows-up with them until completion.
  • Maintain confidentiality of all patients, families, visitors, physicians, employees and volunteers and internal hospital operational information.
  • Ensure that every interaction a patient, family, visitor, physician, employee or volunteer has is a positive one and implement any service recovery tool necessary to recover from those that aren't.
  • Greet all incoming patients, families, visitors, physicians, employees and volunteers with a proper salutation and a smile. Offer some form of assistance to facilitate their arrival.
  • Provide directions (written and verbal) to all patients, families, visitors, physicians, employees and volunteers requesting information. Approach people who appear to be lost and offer assistance to their desired destination.
  • Participate in a patient focused customer service program with services that include: calling patients before appointments to remind them and ensure that they have the correction directions and arrival information, greeting them upon arrival and escorting them to their destinations and remaining in contact by beeper for any assistance they may need during their visit.
  • Work with Security to ensure that patients, families, visitors, physicians, employees and volunteers are compliant in non-smoking areas and with safety and security issues.
  • Comply with all UPMC Performance Management competencies/behaviors and policies/procedures.The above statement reflects the general details considered necessary to describe the principal functions of the job identified, and shall not be construed as a detailed description of all of the work requirements that may be inherent in the job, nor shall it be interpreted as limiting an employee in performing duties other than those normally performed or from helping employees in other position or units.
  • Notify patients, families, visitors, physicians, employees and volunteers destination if there are issues with delays, special needs request or general communication.
  • Assist the Patient and Family Support Services department in resolving patient issues including but not limited to: press ganey phone call follow-up, delivery of plants/flowers/special items for patients, assistance with lost belonging investigations and other special requests as needed.
  • Provide prompt escort/transportation service (ambulatory or wheelchair) to the patient's desired destination. Contact patient transport services when the destination is outside of the hospital.



  • High School diploma.
  • Degree in communication, public relations or customer service preferred.
  • 5 years of experience in a customer-service setting is preferred.
  • Additional previous experience in health care, customer service or sales is preferred.
  • Basic computer skills and knowledge of Medipac and Microsoft Office preferred.
  • Ability to manage multiple tasks in a fast paced environment.
  • Excellent written and verbal communication skills as well as have the ability to remain calm and diffuse upset patients and family members.
  • Ability to use critical thinking skills, work independently, yet be part of a team to foster a welcoming environment. Self motivation ability.
  • Ability to anticipate customer needs.

Licensure, Certifications, and Clearances:

  • Act 34

  • UPMC is an Equal Opportunity Employer/Disability/Veteran

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   Current UPMC employees must apply in HR Direct