Patient & Family Concierge

UPMC•Altoona, PA

5d•Onsite

About The Position

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.

Requirements

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.
Ability to follow written and verbal instructions.
Act 34

Nice To Haves

Previous experience in health care or customer service is a plus, but not required.

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 guidelines
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