Patient & Family Concierge

UPMC; Altoona (PA); On-site; USD 21,000 - 30,000; Full time

Job summary

UPMC Altoona is seeking a compassionate Patient & Family Concierge to support patients and families in the Emergency Department. This casual, non-clinical role is ideal for someone who thrives in a fast-paced team and enjoys delivering exceptional experiences during stressful moments.

Shifts are self-scheduled and may include weekends and holidays, with a window from 7:00 AM to 3:00 AM and flexibility within that range.

Qualifications

• Casual, non-clinical role in Emergency Department.
• Strong customer service and communication skills are essential.
• Ability to remain calm and professional under pressure.

Responsibilities

• Greet patients and families and provide directions and information.
• Assist with patient belongings, escorts, and parking passes.
• Answer phones, respond to call lights, and support patient needs.
• Support nutrition services by delivering meal trays and maintaining areas.
• Safely transport patients and assist with unit logistics as needed.

Skills

Customer service

Communication

Teamwork

Empathy

Professionalism

Job description

UPMC Altoona is seeking a compassionate, outgoingPatient & Family Conciergeto 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 between7:00 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