Patient & Family Concierge - Senior (Patient Services)

Join UPMC Hamot as a Full-Time Flex Patient & Family Concierge – Senior! 

Schedule: Monday–Friday | 7:00 AM – 1:00 PM
Location: UPMC Hamot | Erie, PA

At UPMC Hamot, we believe that care extends beyond treatment — it's about creating an outstanding, compassionate experience for every patient, visitor, and colleague who walks through our doors. We’re currently seeking a dedicated, flexible, and people-focused professional to join our team as a Patient & Family Concierge – Senior.

Why UPMC Hamot?

• Be part of a mission-driven team at a nationally recognized hospital.

• Enjoy a steady weekday schedule (M–F, 7 AM – 1 PM) — perfect for work-life balance.

• Receive comprehensive training and opportunities to grow.

• Make a difference in people’s lives, every single day.

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

Responsibilities:

• Destination Coordination: 
  • Greet patients and visitors warmly, providing directions and escort assistance to ensure timely arrival at destinations.
  • Share appropriate patient information while maintaining confidentiality and adhering to privacy guidelines.
  • Issue parking discounts, free passes, and scooters to eligible patients and visitors as needed.
  • Support parking cashier functions, validate parking, and manage tracking of patient belongings upon admission.
• Environmental Services: 
  • Clean and organize assigned areas, including patient rooms, public spaces, toilets, and equipment, following established procedures.
  • Remove trash, empty linen hampers, and replenish supplies as needed.
  • Make beds and change linens in patient discharge and on-call rooms according to cleaning protocols.
  • Inspect assigned areas for cleanliness and repair needs, reporting maintenance issues to a supervisor.
• Dietary Services: 
  • Assemble and serve meals based on diet orders, menus, and individual patient or guest requirements.
  • Maintain food safety and quality by applying HACCP principles and following all sanitation regulations.
  • Operate food service equipment in accordance with department procedures.
  • Deliver and set up patient meal trays using proper identification protocols and respond to nourishment requests.
• Transportation Services: 
  • Transport patients, equipment, and lab specimens safely and promptly between designated areas using approved vehicles.
  • Inspect and disinfect transportation equipment according to departmental procedures.
  • Record transportation activity data electronically or manually using departmental tracking systems.
  • Report transportation status and abnormalities to a supervisor and submit maintenance requests for equipment as needed.
• Supply & Equipment Management: 
  • Order and maintain unit-specific supplies and equipment, ensuring appropriate quantities are stocked.
  • Organize supply rooms and monitor inventory levels, collaborating with supply chain management.
  • Deliver supplies, equipment, and materials to patient units and designated areas safely and accurately.
  • Stock patient rooms, supply areas, and medical carts, ensuring all items are replenished and in good condition.
  • Maintain temperature logs, check expiration dates, and monitor equipment inventory for compliance.
• Administrative Support: Completes department administrative functions. 
  • Coordinate patient tests, procedures, and transports, ensuring timely and accurate completion of errands.
  • Respond to telephone calls with courteous service, addressing inquiries from internal and external callers.
  • Order and maintain CyraCom equipment, print report sheets, and manage Responder 5 and phones.
  • Build and maintain patient charts, filing papers and managing auto-print reports, including OR schedules.
  • Update Bedboards, enter and communicate physician orders, and place work orders for malfunctioning equipment.
  • Complete patient admissions, discharges, transfers, and process parking passes, transport requests, and mail distribution.
• General:
  • Answer unit phones, transfer calls, and respond to call lights under the direction of Nursing Assistants or PCTs.
  • Interact with patients, assess needs, and round hourly to ensure all areas of responsibility are met.
  • Print and distribute daily plans of care and prompt patient mobility as needed, involving appropriate clinical staff.
  • Complete DOH POC audits, hand hygiene audits, TJC environment tracers, and update both patient and non-patient facing department bulletin boards as required and depending on unit.
  • Adhere to hand hygiene and infection control procedures on a consistent basis while interacting with customers.
  • Report incidents as needed in accordance with mandatory reporting procedures for any incident that did affect or potentially could have affected the care of any patient.
  • Exhibit UPMC values, practice UPMC Experience key behaviors (AIDET The Promise, 1--5 Rule, Escort Don't Direct, Own Your Zone), and perform in accordance with all other system-wide competencies and behaviors while performing job responsibilities.
  • Perform other duties as assigned.