Patient & Family Concierge

UPMC; Altoona (PA); On-site; USD 20,664,000 - 30,307,000; Part time

Job summary

UPMC Altoona is seeking a compassionate Patient & Family Concierge to support patients and families in our Emergency Department. This casual role is ideal for self-motivated individuals who enjoy helping others and thrive in a fast-paced team environment.

Shifts are self-scheduled and may include weekends and holidays, typically between 7:00 AM and 3:00 AM with flexibility. The role emphasizes welcoming, patient-centered care across multiple service areas while ensuring safety and privacy.

Qualifications

• 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 to provide an exceptional patient and family experience
• High School diploma OR enrollment OR one year of experience in lieu of HS diploma/GED

Responsibilities

• 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
• 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
• 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
• Assemble, deliver, and set up meal trays using proper patient identification and scripting
• Deliver nourishments as requested while following food safety and sanitation guidance
• Maintain cleanliness of food service equipment and areas
• 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
• 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

Skills

Empathy

Communication

Customer service

Teamwork

Education

High School diploma

Job 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.

Casual Position Requirements:

• Must work a minimum of 36 hours in a 6-week scheduling period

• A minimum of 24 hours must be either off shift and/or weekend time: Off shift is 3pm-3am

• Weekends begin at 7pm Friday night and go through 3am Monday morning

• A student must work a minimum of 12 hours in a 6-week scheduling period.

• The off shift and/or weekend requirement can be met simultaneously; for example, a 7a-7p shift on a Saturday means you will have fulfilled 12 of the 24-hour shift/weekend requirement and 12 of the 36-hour 6-week requirement.

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