Patient & Family Concierge - 3 South

UPMC•Erie, PA

1d•Onsite

About The Position

The Patient & Family Concierge on 3 South at UPMC Hamot supports a welcoming, positive experience for patients, families, and visitors throughout their hospital stay. The Concierge serves as a key point of contact, providing compassionate customer service and supporting operational and patient-care functions across the hospital. 3 South is a 23-bed adult medical-surgical observation and short-stay unit for patients who need short-term monitoring and treatment after failed outpatient therapies, unsuccessful emergency department interventions, or post-procedure recovery. The unit focuses on patient stabilization, reassessment for safe discharge, and determining whether inpatient admission is appropriate. The Concierge works in a fast-paced setting and collaborates with a multidisciplinary healthcare team. Depending on department needs, duties may include wayfinding and visitor assistance, patient transportation, dietary support, environmental services, telehealth cart setup, and supply and equipment management. The role also involves answering unit phones, responding to call lights under Nursing Assistant/PCT direction, supporting patient mobility as appropriate, and helping patients navigate the UPMC Patient Portal. Job title and salary are determined based on education and experience.

Requirements

High school diploma, active enrollment in a high school/GED program, or one year of previous job experience in lieu of a high school diploma/GED.
Ability to follow written and verbal instructions.
Desire, drive, and compassion to provide an exceptional patient and family experience.

Nice To Haves

Previous experience in health care or customer service.

Responsibilities

Greet patients and families, provide directions and escort assistance, and share appropriate general information while protecting patient confidentiality.
Provide information about visiting hours, directions, package delivery, and general hospital policies; issue parking discounts, passes, and patient scooters as appropriate; assist with parking cashier functions and tracking patient belongings.
Clean and organize assigned areas and patient-specific equipment, replenish supplies, change bed linens, and report maintenance problems.
Assemble and serve meals according to diet orders and requirements; follow food safety, HACCP, sanitation, and equipment procedures; deliver meal trays and other nourishment.
Safely and accurately transport patients, patient-specific equipment, and lab specimens; inspect and disinfect transportation equipment; record transportation activity and report abnormal activity or repair needs.
Retrieve and set up telehealth carts for scheduled appointments, return and decontaminate carts after use, and perform weekly cart and software testing, escalating concerns as needed.
Order and organize unit supplies and equipment; deliver and stock materials; maintain applicable temperature and expiration-date logs; monitor inventory and equipment.
Depending on unit needs, monitor refrigerator temperatures, check kitchens for expired items, complete unit logs, stock supplies, and deliver or remove trays.
Answer unit phones and transfer calls to appropriate staff; respond to call lights under Nursing Assistant/PCT direction; interact with patients and assess their needs.
Round hourly, print and distribute daily plans of care, and prompt patient mobility as appropriate while involving clinical staff when needed.
Follow hand hygiene and infection-control procedures and mandatory reporting procedures for incidents or serious events that affected or could have affected patient care.
Demonstrate UPMC Values and UPMC Experience behaviors, including AIDET + The Promise, the 10-5 Rule, Escort Don’t Direct, and Own Your Zone.
Limit medication access to distributing medication to the nurse.
Stay informed about the UPMC Patient Portal and help patients understand how to navigate it and access health information and care services.
Perform system-wide competencies and behaviors and other duties as assigned.