Patient & Family Concierge, Emergency Services

Now Hiring : Full-Time Patient & Family Concierge in Emergency Services at UPMC Hamot

Shift : 12-hour shifts, rotating evenings / nights 3p-3a and 7p-7a

6 months of previous medical administrative experience is highly preferred.

Title and salary based on education and previous experience.

About UPMC Hamot Emergency Department :

UPMC Hamot Emergency Department is the largest ED in the Erie region and provides comprehensive care for both minor and major injuries 24 hours a day, seven days a week. We are a Level 2 trauma center, cardiac center, and comprehensive stroke center. We are also among a select few EDs internationally to have received the Emergency Nurses Association Lantern Award, which recognizes our exceptional practice and innovative performance in leadership, practice, education, advocacy, and research.

Overview :

The Patient & Family Concierge 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 Concierge is to create and deliver a top-notch experience for patients, visitors, and colleagues. The Concierge will serve in a variety of capacities across the hospital based on ever-changing needs. In the course of the day, the Concierge may assist with patient and visitor destination coordination, environmental services, dietary, patient transport throughout the hospital, and supply / equipment management. Above all, the Concierge will remain focused on patient and guest satisfaction and quality of care from first to last impression.

Responsibilities :

• Warmly greets and escorts patients and visitors to correct destinations.
• Provides general hospital information while maintaining patient confidentiality.
• Issues parking passes, patient scooters, and assists with parking validation.
• Tracks patient belongings upon admission. Cleans and organizes patient rooms, public areas, and equipment per procedures.
• Replenishes supplies, changes linens, and reports maintenance issues. Assembles and serves meals per dietary orders, ensuring food safety and sanitation.
• Operates food service equipment and delivers meals using proper identification protocols. Transports patients, equipment, and specimens safely and accurately.
• Disinfects transport equipment and logs transportation data. Retrieves, sets up, and disinfects telehealth carts; performs weekly functionality tests.
• Orders, stocks, and delivers unit-specific supplies and equipment.
• Maintains inventory, checks expiration dates, and monitors refrigerator logs. Answers phones, responds to call lights, and interacts with patients to assess needs.
• Rounds hourly, prints / distributes care plans, and encourages patient mobility.
• Maintains unit resources and adheres to infection control and hand hygiene protocols. Follows mandatory incident reporting procedures.
• Demonstrates UPMC values and key behaviors in all interactions. Limited access to medications, only for nurse distribution.
• Performs in accordance with all other system-wide competencies / behaviors. Performs 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 :

UPMC is an Equal Opportunity Employer / Disability / Veteran