Patient & Family Concierge - Emergency Services

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

Shift: 12-hour Shifts, Rotating Days/Nights
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.

Position Overview:
The Patient & Family Concierge is responsible for providing compassionate service and support to patients, families, and visitors during their stay at the hospital. The core goal of the Concierge is to create and deliver a top-tier experience for patients, visitors, and colleagues. The Concierge will serve in various roles across the hospital, adjusting to ever-changing needs. Day-to-day responsibilities may include assisting with patient and visitor destination coordination, environmental services, dietary, patient transport throughout the hospital, and supply/equipment management. Above all, the Concierge is focused on patient and guest satisfaction and quality of care from start to finish.

Responsibilities:

• Destination Coordination:

  • Greet patients and families warmly, providing direction and escort assistance to ensure they reach the appropriate destination.

  • Disseminate patient information to visitors as appropriate while respecting patient confidentiality.

  • Serve as a reference for visiting hours, hospital policies, and package delivery.

  • Issue courtesy parking discounts and passes, and provide patient scooters as needed.

  • Assist with parking cashier functions and validate patient parking.

  • Track patient belongings upon admission.

• Environmental Services:

  • Maintain cleanliness of assigned areas, including patient rooms, public spaces, offices, and equipment, following established procedures.

  • Replenish supplies and ensure rooms and equipment are in good repair.

  • Inspect and maintain cleanliness of assigned areas, reporting any maintenance issues to a supervisor.

• Dietary Services:

  • Assemble and serve meals based on dietary orders and patient or guest needs.

  • Follow food safety guidelines and maintain sanitation standards.

  • Deliver patient meal trays, set up nourishments, and adhere to safety regulations.

• Transportation Services:

  • Transport patients and equipment safely, and timely, between units, treatment centers, and other areas.

  • Record transportation data in the Transport Tracking System and report any irregularities.

  • Inspect and disinfect transportation equipment as needed.

• Supply & Equipment Management:

  • Order and deliver supplies and equipment to patient units and other areas as needed.

  • Maintain inventory of supplies, including patient rooms, PPE, and equipment.

  • Monitor expiration dates, perform inspections, and work with supply chain management for inventory control.

• General Responsibilities:

  • Answer unit phones, transfer calls, and interact with patients and families.

  • Assist with patient mobility and ensure patient needs are met.

  • Participate in unit audits and complete any assigned administrative functions.

  • Adhere to hand hygiene, infection control procedures, and reporting procedures for patient safety.

  • Exhibit UPMC Values and the UPMC Experience behaviors (AIDET The Promise, 10-5 Rule, Escort Don't Direct, Own Your Zone).

If you have any questions about the position or would like to discuss the role in more detail, please don’t hesitate to reach out. Our recruiter is available to assist you and provide more information to help you determine if this opportunity is the right fit for you.

To connect, simply send an email to valencickp@upmc.edu, and we’ll be happy to schedule a time to speak with you or address any inquiries you may have.