UPMC Altoona’s Emergency Department is hiring a self-motivated, outgoing Patient & Family Concierge (PFC)!  In this role, the PFC actively communicates with patients and families to help to make their ER visit more pleasant.  Previous experience in health care or customer service is a plus but is not required.

Shifts:  11 a.m. to 11 p.m. and 3 p.m. to 11 p.m. rotation + every other weekend & holiday rotation (40 hours/week).
Shift differential for evenings:  $1.10

UPMC Altoona’s Emergency Department is hiring a self-motivated, outgoing Patient & Family Concierge (PFC)!  In this role, the PFC actively communicates with patients and families to help to make their ER visit more pleasant.  Previous experience in health care or customer service is a plus but is not required.

Role Responsibilities:

Patient & Visitor Support

Greet patients and families with warmth and positivity Guide or escort visitors and patients to their destinations Share general hospital info (visiting hours, policies, directions) Respect patient confidentiality and share only appropriate info Help with parking validation, passes, and issuing scooters Track patient belongings during admission

Environmental Services

Clean and organize patient rooms, public spaces, restrooms, and equipment Remove trash, empty linen hampers, and restock supplies Make beds and change linens in discharge and on-call rooms Report any maintenance issues you find

Food & Nutrition Assistance

Serve meals based on patient diets and preferences Follow all food safety and sanitation procedures (HACCP) Deliver meal trays and nourishments with care and proper ID verification Operate and clean food service equipment safely

Patient Transport

Safely move patients, specimens, and equipment between units Disinfect transport equipment and perform safety checks Use transport tracking systems to record tasks Report any delays, concerns, or equipment issues promptly

Supplies & Equipment

Order and restock unit supplies (PPE, trays, linens, etc.) Deliver materials and equipment accurately and on time Check expiration dates and log refrigerator temps Keep supply rooms neat and organized Inventory and remove unused pumps and devices

Unit & Patient Support

Answer phones and transfer calls to the right person Respond to call lights under Nursing Assistant direction Visit with patients, check on needs, and round hourly Print and deliver daily care plans Encourage safe patient mobility, coordinating with clinical staff Maintain helpful resources like pamphlets and contact info

Safety & Service Standards

Follow infection control and hand hygiene protocols consistently Report incidents or concerns using proper procedures Always embody UPMC values and service behaviors (AIDET, 10-5 Rule, Escort Don’t Direct, Own Your Zone) Only handle medication when distributing it directly to a nurse

*Take on other duties as needed