Patient & Family Concierge, Junior Scholar

UPMC Hamot is excited to begin our partnership with Erie High Students to start our Junior Scholar Program Are you an Erie High Student enrolled in the CTE Program? Apply now to be a Patient & Family Concierge in the Junior Scholars Program at Hamot

The Patient & Family Concierge (PFC) is responsible for delivering compassionate, high-quality service and support to patients, families, and visitors throughout their hospital stay. The primary goal of this role is to create an exceptional experience for patients, visitors, and colleagues. The PFC serves in various capacities across the hospital, adapting to changing needs. Daily responsibilities may include assisting with patient and visitor navigation, environmental services, dietary support, patient transport, and supply/equipment management. Above all, the PFC focuses on patient and guest satisfaction and ensures a positive experience from first to last impression.

Key Responsibilities
Destination Coordination

• Warmly greet patients and families, providing verbal directions and escort assistance to ensure they reach their destination.
• Share patient information with visitors as appropriate, respecting confidentiality and withholding restricted details.
• Serve as a resource for visiting hours, hospital policies, package delivery, and general directions.
• Issue courtesy parking discounts, free passes, and validate patient parking when appropriate.
• Distribute patient scooters as needed and assist with parking cashier functions.
• Track patient belongings upon admission.

Environmental Services

• Clean and organize assigned areas, including patient rooms, public spaces, restrooms, procedure rooms, offices, and patient-specific equipment.
• Remove trash, empty linen hampers, and replenish supplies as needed.
• Make beds and change linens following established procedures for discharge and on-call rooms.
• Inspect assigned areas for cleanliness and repair needs; report maintenance issues promptly.

Dietary Services

• Assemble and serve meals according to diet orders, menus, and patient or guest requirements.
• Maintain food safety and quality by applying HACCP principles.
• Operate food service equipment per department procedures and perform sanitation tasks per health guidelines.
• Deliver and set up patient meal trays using department scripts for proper identification.
• Provide additional nourishment upon request and adhere to all safety and sanitation regulations.

Transportation Services

• Safely and promptly transport patients, equipment, and lab specimens between units and treatment areas.
• Inspect and disinfect transportation equipment regularly.
• Record transportation data electronically or manually as required.
• Report abnormal activities and enter maintenance requests for equipment repairs.

Telehealth Cart Management

• Retrieve and set up telehealth carts for scheduled appointments.
• Clean and return carts to storage after use.
• Perform weekly testing of telehealth equipment and escalate issues as needed.

Supply & Equipment Management

• Order and maintain unit-specific supplies and equipment.
• Organize supply rooms and deliver materials safely and accurately.
• Stock patient rooms and supply areas with necessary items (e.g., PPE, trays, pumps).
• Monitor inventory, expiration dates, and temperature logs in collaboration with supply chain management.

General Duties

• Answer unit phones and transfer calls appropriately.
• Respond to call lights under Nursing Assistant/PCT direction.
• Engage with patients, assess needs, and round hourly to ensure satisfaction.
• Print and distribute daily care plans.
• Promote patient mobility as appropriate.
• Maintain informational resources (pamphlets, department contacts).
• Adhere to hand hygiene and infection control procedures consistently.
• Follow mandatory reporting procedures for incidents or events affecting patient care.
• Exhibit UPMC values and practice UPMC Experience behaviors (AIDET, The Promise, 10-5 Rule, Escort Don't Direct, Own Your Zone).
• Access to medications is limited to distribution to nurses.
• Stay informed on UPMC Patient Portal navigation and assist patients confidently.

Must have the desire, drive, and compassion needed to provide an exceptional patient and family experience at all times.Active High School/GED program enrollment.Ability to follow written and verbal instructions.

Licensure, Certifications, and Clearances:

• Act 34

UPMC is an Equal Opportunity Employer/Disability/Veteran

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