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:
UPMC is an Equal Opportunity Employer/Disability/Veteran