Patient & Family Concierge, CVICU

UPMC; Erie (Erie County); On-site; USD 30,000 - 40,000; Full time

Job summary

A healthcare facility is hiring a Patient and Family Concierge to provide compassionate service and support to patients and visitors in Erie. This full-time position requires a High School diploma or equivalent, with responsibilities including welcoming patients, maintaining cleanliness, and assisting with meal delivery. Ideal candidates will have a passion for patient care and customer service.

Qualifications

• High School diploma or active High School/GED program enrollment.
• Ability to follow written and verbal instructions.
• Previous experience in health care or customer service is a plus.

Responsibilities

• Warmly greet and escort patients/visitors to destinations.
• Clean and organize patient rooms and public areas.
• Deliver meal trays and ensure food safety.
• Safely transport patients and equipment.
• Promote patient mobility and maintain a clean environment.

Skills

Compassionate service

Customer service

Ability to follow instructions

Education

High School diploma or equivalent

Job description

Overview

UPMC Hamot is hiring a Patient and Family Concierge to join our CVICU. This position is full-time, Monday–Friday 6:30am–3pm with some flexibility in hours. Title and salary will be determined based upon education and experience.

Purpose

The Patient & Family Concierge 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 is to create and deliver a top-notch experience for patients, visitors, and colleagues. The Concierge may assist with patient and visitor destination coordination, environmental services, dietary, patient transport throughout the hospital, and supply/equipment management. Above all, the Concierge will remain focused on patient and guest satisfaction and quality of care from first to last impression.

Responsibilities

• Warmly greets and escorts patients/visitors to correct destinations; provide directions, hospital policy info, and courtesy parking passes.
• Issues scooters and validates parking; tracks patient belongings at admission.
• Cleans and organizes patient rooms, public areas, and equipment.
• Replenishes supplies, changes linens, and reports maintenance issues.
• Assembles and serves meals per dietary requirements; ensures food safety; operates food service equipment and maintains sanitation standards.
• Delivers meal trays and nourishments using proper patient ID protocols.
• Safely transports patients, equipment, and specimens between units; disinfects transport equipment and logs transport data.
• Retrieves, sets up, and disinfects telehealth carts; performs weekly testing.
• Orders and stocks unit supplies and equipment; monitors expiration dates.
• Maintains supply rooms, med carts (excluding meds), and PPE stations.
• Inventories and removes unused pumps; monitors refrigerator logs.
• Answers phones, responds to call lights, and interacts with patients.
• Rounds hourly, prints/distributes care plans, and promotes patient mobility.
• Maintains unit resources and adheres to infection control procedures.
• Follows mandatory incident reporting and UPMC Experience behaviors.
• Limited access to medications—only distributes to nurses.
• Performs other duties as assigned and follows system-wide competencies.
• Must have the desire, drive, and compassion needed to provide an exceptional patient and family experience at all times.

Qualifications

• High School diploma or active High School/GED program enrollment or one year of previous job experience 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