Patient & Family Concierge at UPMC

Altoona, Pennsylvania, United States -

Full Time

Start Date

Immediate

Expiry Date

18 Oct, 26

Salary

0.0

Posted On

20 Jul, 26

Experience

0 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Service, Communication, Empathy, Patient Transport, Patient Experience, Wayfinding, Inventory Management, Food Safety, Professionalism, Teamwork, Patient Privacy, Time Management

Industry

Hospitals and Health Care

Description

UPMC Altoona is seeking a compassionate, outgoing Patient & Family Concierge to support patients and loved ones in our Emergency Department. This casual role is ideal for self-motivated individual who enjoys helping others, thrives in a fast-paced team environment, and takes pride in creating exceptional experiences during stressful moments. Shifts are self-scheduled and may include weekends and holidays. Available shifts fall between 7:00 AM and 3:00 AM, with flexibility within that range. Role Overview The Patient & Family Concierge plays a vital role in creating a welcoming, supportive environment for patients, visitors, and colleagues. This position provides hands-on, non-clinical support across the hospital, adapting to daily needs while remaining focused on patient satisfaction, safety, and quality of care from first to last impression. Key Responsibilities Patient & Visitor Support Greet patients and families warmly and provide directions, escorts, and general hospital information Serve as a resource for visiting hours, policies, parking validation, and wayfinding Protect patient privacy and confidentiality at all times Assist with patient belongings tracking and issue scooters or parking passes when appropriate Answer unit phones, respond to call lights under clinical direction, and interact regularly with patients to assess basic needs Patient Experience & Engagement Actively socialize with patients and help promote comfort and mobility as appropriate Print and distribute daily plans of care Support patients with navigation of the UPMC Patient Portal Demonstrate UPMC Values and Experience behaviors, including AIDET, Escort Don’t Direct, and Own Your Zone Environmental & Unit Support Maintain cleanliness and organization of patient rooms, public areas, and equipment Perform bed making, linen changes, trash removal, and supply replenishment Monitor assigned areas for maintenance issues and report concerns Assist with family lounges, kitchens, and unit-specific logs or stocking tasks Dietary & Nourishment Services Assemble, deliver, and set up meal trays using proper patient identification and scripting Deliver nourishments as requested while following food safety and sanitation guidelines Maintain cleanliness of food service equipment and areas Patient Transport & Equipment Safely transport patients, equipment, and lab specimens throughout the hospital Disinfect and inspect transport equipment and document activity in tracking systems Assist with telehealth cart setup, breakdown, routine testing, and cleaning Supply & Equipment Management Stock patient rooms and supply areas, including PPE and patient-care items Monitor inventory levels, expiration dates, refrigerator temperatures, and equipment usage Deliver supplies and materials accurately and timely to designated areas What We’re Looking For Strong communication and customer service skills Empathy, professionalism, and a calm presence under pressure Ability to adapt and assist across multiple service areas Commitment to teamwork, safety, and patient-centered care 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

Responsibilities

Provide non-clinical support to patients and families in the Emergency Department, including greeting, wayfinding, and basic needs assessment. Manage environmental tasks such as room cleanliness, supply stocking, and meal delivery to ensure a positive patient experience.