About this role
Patient & Family Concierge – Emergency Department
ST Health Hamot | Full-Time | Evenings, 4 – 10-hour shifts
ST Health Hamot is proud to be the only Level II Trauma Center in the Erie region, providing life-saving care 24/7 to our community. During some of the most stressful moments in a patient’s life, our Patient & Family Concierges are the calm, compassionate presence that makes all the difference.
We are currently seeking a Full-Time Patient & Family Concierge to support our Emergency Department. This role is ideal for someone who thrives in a fast-paced environment, enjoys helping others, and takes pride in creating exceptional experiences—even during long or uncertain wait times.
Why This Role Matters
As a Patient & Family Concierge, you are the front line of comfort, communication, and care. Through hourly rounding, you’ll keep patients and families informed, supported, and comfortable while helping the Emergency Department run efficiently. Your work directly enhances patient satisfaction, supports clinical teams, and helps move care forward.
Join ST Health Hamot!
If you want a role where kindness, adaptability, and teamwork truly matter, and where your work directly improves the patient experience during some of life’s most challenging moments, we invite you to apply.
ST Health Hamot – Caring for Our Community When It Needs Us Most.
Candidates will be placed in the appropriate level of the career ladder based on education and experience.
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.
Responsibilities:
- 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 ST Health Values and practices ST Health Experience key behaviors (AIDET + The Promise, 10-5 Rule, Escort Don?t Direct, Own Your Zone) when performing all job responsibilities.Access to medications is limited to the distribution of the medication to the nurse.Stays informed on navigation and usability of ST Health 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:
ST Health is an Equal Opportunity Employer/Disability/Veteran
Pay range
$18.19–$27.58 / hr
Set by education and experience. Shift differentials are paid on top.
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"description": "Patient & Family Concierge – Emergency DepartmentST Health Hamot | Full-Time | Evenings, 4 - 10-hour shiftsST Health Hamot is proud to be the only Level II Trauma Center in the Erie region, providing life-saving care 24/7 to our community. During some of the most stressful moments in a patient’s life, our Patient & Family Concierges are the calm, compassionate presence that makes all the difference.We are currently seeking a Full-Time Patient & Family Concierge to support our Emergency Department. This role is ideal for someone who thrives in a fast-paced environment, enjoys helping others, and takes pride in creating exceptional experiences—even during long or uncertain wait times.Why This Role MattersAs a Patient & Family Concierge, you are the front line of comfort, communication, and care. Through hourly rounding, you’ll keep patients and families informed, supported, and comfortable while helping the Emergency Department run efficiently. Your work directly enhances patient satisfaction, supports clinical teams, and helps move care forward.Join ST Health Hamot!If you want a role where kindness, adaptability, and teamwork truly matter, and where your work directly improves the patient experience during some of life’s most challenging moments, we invite you to apply.ST Health Hamot – Caring for Our Community When It Needs Us Most.Candidates will be placed in the appropriate level of the career ladder based on education and experience.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.Responsibilities: 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 ST Health Values and practices ST Health Experience key behaviors (AIDET + The Promise, 10-5 Rule, Escort Don?t Direct, Own Your Zone) when performing all job responsibilities.Access to medications is limited to the distribution of the medication to the nurse.Stays informed on navigation and usability of ST Health 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:ST Health is an Equal Opportunity Employer/Disability/Veteran",
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}pepper2.socialhost.dev › job › 23362119 › patient-family-concierge-full-time
Patient & Family Concierge - Full-Time — Erie, PA | Pepper Health (Library Build)
Patient & Family Concierge - Full-Time at Pepper Health, Erie. See the pay range, the schedule, and your recruiter’s name before you apply.
---
type: 'JobPosting'
title: 'Patient & Family Concierge - Full-Time'
url: 'https://pepper2.socialhost.dev/job/23362119/patient-family-concierge-full-time/'
job_id: '23362119'
organization: 'SFX Demo'
location: 'Erie, PA'
employment_type: 'Full-Time'
date_posted: '2026-03-03T15:00:27.943Z'
date_modified: '2026-05-18T09:14:21.11Z'
---
# Patient & Family Concierge - Full-Time
- Location: Erie, PA (On-site)
- Employment type: Full-Time
- Category: Patient Care Support
- Shift: Evening Job
- Business unit: ST Health Hamot
- Pay: $18.19–$27.58 / hr
- Organization: SFX Demo
- Posted: 2026-03-03T15:00:27.943Z
## Description
##### Patient & Family Concierge – Emergency Department
**ST Health Hamot | Full-Time | Evenings, 4 - 10-hour shifts**
…
Shift and schedule
Shift
Evening Job
Hours
Full-Time
Workplace
On-site
Benefits
Benefits from day one
Day-one health coverage
Medical, dental and vision start your first day — no waiting period, full- and part-time.
Tuition & certifications
Up to $5,250/yr tuition support plus paid certification renewals and exam fees.
Retirement with match
403(b) with employer match and immediate vesting on your contributions.
PTO & wellbeing days
Generous paid time off, paid parental leave, and dedicated wellbeing days.
Ladders & residencies
Nurse residency, allied apprenticeships, and defined advancement ladders in every area.
Family support
Childcare discounts, caregiver leave, and flexible scheduling that respects your life.
Stories
From people in this role
I came in as a PCT with zero healthcare experience. Two years later Pepper is paying for my nursing degree while I work the schedule school needs.
Career progression
Where this role can lead
Patient Care Tech
Senior PCT / Unit Secretary
PCT III — precepting new hires
Nursing school on tuition support
Graduate nurse at Pepper
FAQ
Questions people ask about this role
About this roleCan I cross-train into other modalities?
Yes — cross-training is how most of our imaging and lab teams grow. Your manager builds it into your development plan.
About this roleDo you support continuing education?
Up to $5,250/yr in tuition support plus paid certification fees — many of our techs are in degree programs while working.
About this roleIs there a path from entry roles to clinical careers?
Our patient-care-support roles feed directly into nursing and allied pipelines, with tuition support and schedules that flex around school.
About this roleWhat does advancement look like?
Defined ladders — tech → senior → lead → supervisor — with transparent criteria and pay steps published for every level.
Application process
What happens after you apply
Apply
Two minutes with Apply Start — resume autofill does the rest.
Recruiter screen
A real person reviews every application and reaches out.
Interviews
Meet your manager and the team — virtual or on-site, your pick.
Offer
Transparent pay, benefits walkthrough, and time to decide.
Welcome
Paid onboarding, a peer buddy, and your 90-day growth plan.
Related
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