Patient & Family Concierge Full-Time | Evening & Night Shifts | Every Other Weekend UPMC Hamot Emergency Department | Erie, PA UPMC Hamot is seeking compassionate, service-oriented individuals to join our Emergency Department as a full-time Patient & Family Concierge. As one of the busiest Emergency Departments in the UPMC system and a Comprehensive Stroke Center and Cardiac Care facility, UPMC Hamot provides a fast-paced environment where every team member plays a critical role in the patient experience.
The primary goal of this role is simple: create a positive experience for every patient, family member, and visitor from their first impression through discharge. Candidates will be placed in the level of the career ladder based on education, experience, and manager discretion. 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 will serve in a variety of capacities across the hospital based on ever-changing needs. In the course of the day, 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.
Destination Coordination: Greets patients and families warmly and positively, providing verbal direction and escort assistance to visitors and patients to ensure their arrival at the appropriate destination. Disseminates patient information to visitors as appropriate while respecting patient confidentiality and withholding restricted information. Serves as a reference source for visiting hours, general directions, package delivery, and general hospital policies.
Issues courtesy parking discounts and free passes when appropriate. Issues patient scooters to patients and visitors as needed. Assists with parking cashier functions and validates patient parking.
Establishes tracking of patient belongings upon admission. Environmental Services: Cleans, removes trash from, empties linen hampers, and organizes all assigned areas, including patient rooms, public areas, toilets, procedure rooms, offices, and patient-specific equipment, following established procedures. Replenishes supplies as needed.
Makes beds and changes bed linens following established cleaning procedures in all assigned patient discharge rooms and on-call rooms. Inspects and ensures that all assigned areas are properly cleaned and in good repair, reporting any maintenance problems to a supervisor. Dietary Services: Assembles and serves meals according to diet orders, menus, and patient or guest specific requirements.
Maintains food safety and quality by applying HACCP principles throughout service. Adheres to department procedures regarding the operation of all food service equipment. Performs sanitation in accordance with departmental procedures and health department guidelines.
Delivers and sets up patient meal trays using the designated department script to ensure proper patient identification. Delivers other nourishments to patients upon request. Follows all safety and sanitation regulations.
Transportation Services: Transports patients and patient-specific equipment, and lab specimens using prescribed vehicles between patient units, treatment centers, and other designated areas safely, timely, and accurately. Performs inspections and disinfecting procedures on transportation equipment utilized by the department. Records transportation data electronically in the Transport Tracking System and/or manually on appropriate forms and logs utilized by the department.
Reports the status of transportation activities and abnormal activities to a supervisor. Enters requests for equipment repairs into the online portal as maintenance issues are identified. Inspects and disinfects transportation equipment.
Telehealth Cart Retrieval and Set Up: When notified by PFC Sr, PFC Lead, RN or other designated staff member that a telehealth appointment has been scheduled for a patient. The PFC will retrieve the telehealth cart and set up in the patient’s room at the designated appointment time. Once telehealth visit is completed, will return cart to appropriate storage location clean and decontaminate.
Perform weekly testing of the telehealth cart and software to ensure that it is functioning as expected and escalate concerns to appropriate unit leader. Supply & Equipment Management: Orders unit specific supplies and equipment, ensuring adequate and appropriate quantities. Organizes supply room.
Delivers supplies, equipment, medication and other materials to the patient units, and other designated areas safely, timely, and accurately. Stocks patient room, supply areas, med cards (no medications), Accucheck trays, phlebotomy/IV trays, PPE, and more. Maintains refrigerator and temperature logs and checks all expiration dates on supplies.
Inventories pumps (SCDs, IV, etc.) in patient rooms and removes if not needed. Monitors supply inventory and expiration date in collaboration with supply chain management. Depending on unit need, may also: monitor refrigerator temperatures, check kitchens for expired items, complete additional unit-specific logs and stock, deliver and remove trays, routinely freshen and restock supplies in family lounge.
General: Answers unit phones and transfers to appropriate staff. Responds to call lights under Nursing Assistant/PCT direction. Interacts and socializes with patients and assesses patient needs.
Rounds hourly to ensure all areas of responsibility are met satisfactorily. Prints and distributes daily plans of care. Prompts patient mobility as appropriate, involving the appropriate clinical staff as needed.
Depending upon unit, may maintain resources like pamphlets, department contacts, etc. Adheres to hand hygiene and infection control procedures on a consistent basis when interacting with customers. Responsible for following mandatory reporting procedures for any incident or serious event that did affect or potentially could have affected the care of any patient.
Exhibits UPMC Values and practices UPMC Experience key behaviors (AIDET + The Promise, 10-5 Rule, Escort Don’t Direct, Own Your Zone) when performing all
. Access to medications is limited to the distribution of the medication to the nurse. Stays informed on navigation and usability of UPMC Patient Portal; confidently and clearly communicates what patients need to know to navigate the Portal to ensure a smooth experience and continued access to health information and care services. *Performs in accordance with all other system-wide competencies/behaviors.*Performs other duties as assigned.
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: Act 31 mandated reporter training within one year of hire or transfer Act 31 Child Abuse Reporting with renewal Act 33 with renewal Act 34 with renewal Act 73 FBI Clearance with renewal UPMC is an Equal Opportunity Employer/Disability/Veteran