COVID-19 Vaccination Information

Across UPMC, our guiding principle is to always prioritize the safety of our employees, patients, and members. UPMC believes that vaccination is important, helps protect all, and advocates that everyone who can be vaccinated should be vaccinated.

UPMC complies with all governmental requirements related to local, state, and federal COVID-19 vaccination for employment. The Jan. 13 Supreme Court of the United States decision that the Centers for Medicare & Medicaid Services federal COVID-19 vaccine mandate will move forward requires UPMC to ensure employees either get vaccinated or receive a requested medical or religious exemption.

If you are not yet vaccinated, we urge you to get a vaccine now. You can schedule your COVID-19 vaccination through UPMC or visit a non-UPMC provider or UPMC Urgent Care location.

Proof of vaccination is not required upon hire; however, employees will be responsible for ensuring post-hire compliance by getting vaccinated or requesting a medical or religious exemption.

For more information about UPMC’s response to COVID-19, please visit UPMC.com/coronavirus.

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Patient & Family Support Generalist

  • Job ID: 083427426
  • Status: Full-Time
  • Regular/Temporary: Flex
  • Hours:
  • Shift: Variable
  • Facility: UPMC Chautauqua at WCA
  • Department: Emergency
  • Location: 207 Foote Avenue, Jamestown NY 14702
  • Union Position: No
  • Salary Range: $14.38 to $21.78 / hour

Description

Are you looking for a rewarding position where you can help others every day? Maybe you're interested in kick-starting a career in health care. UPMC Chautauqua could be the perfect fit for you! In this role, you will interact with patients, families and visitors. If this sounds like a good fit for you, we invite you to explore this Patient & Family Support Generalist opportunity and learn how you can make an impact in the lives of others while building the career you've always wanted.

Our Patient & Family Support Generalists provide great customer service, greet visitors, escort people and provide housekeeping and clerical support to the Department of Patient and Family Support Servicest. Create a positive first impression for all patients, families, visitors, physicians, employees, and volunteers who visit the hospital. This position will also work with the department to respond to concerns and complaints and ensure that the appropriate follow-up is conducted. This position will work heavily with security, housekeeping, patient transportation services and the emergency room to ensure that first impressions are optimal.

Responsibilities:

  • Greet all incoming patients, families, visitors, physicians, employees and volunteers with a proper salutation and a smile.
  • Offer some form of assistance to facilitate their arrival.
  • Provide a farewell comment to departing patients, families, visitors, physicians, employees and volunteers with a proper salutation and a smile.
  • Assist with prompt escort/transportation service (ambulatory or wheelchair) to the patient's desired destination.
  • Contact patient transport services when the destination is outside of the hospital.
  • Notify patients, families, visitors, physicians, employees, and volunteers destination if there are issues with delays, special needs request or general communication.
  • Maintain the following resources: pamphlets regarding UPMC Health System, hospital departments with contacts and phone listings, patient information handbooks, physician's office locations, diagnostic areas, maps of the campus and other areas, direction cards and information regarding services available in the area.
  • Be fluent and offer this information to patients, families, visitors, physicians, employees, and volunteers in anticipation of their needs.
  • Maintain confidentiality of all patients, families, visitors, physicians, employees and volunteers and internal hospital operational information.
  • Provide directions (written and verbal) to all patients, families, visitors, physicians, employees, and volunteers requesting information.
  • Approach people who appear to be lost and offer assistance to their desired destination.
  • Communicate with Patient Relations staff on a daily basis.
  • Update on any outstanding issues, report any problems with equipment or services in the lobby area and communicate any concerns or needs of the position.
  • Attend monthly Patient Relations staff meetings.Assist people to and from their vehicles and help with belongings. Direct customers to the most appropriate parking.
  • Work with Security to ensure that patients, families, visitors, physicians, employees, and volunteers are compliant in non-smoking areas and with safety and security issues.
  • Complete housekeeping duties to ensure front entrance, lobby, escalator, and bathrooms are clean and free from clutter, litter, and cigarette butts.
  • Contacts housekeeping and maintenance departments for larger issues and areas outside those mentioned above and follows-up with them until completion.
  • Assist the Patient and Family Support Services department in resolving patient issues including but not limited to: Press Ganey phone call follow-up, delivery of plants/flowers/special items for patients, assistance with lost belonging investigations and other special requests as needed.
  • Participate in a patient focused customer service program with services that include: calling patients before appointments to remind them and ensure they have the correction directions and arrival information, greeting them upon arrival and escorting them to their destinations and remaining in contact by beeper/phone for any assistance they may need during their visit.
  • Ensure every interaction a patient, family, visitor, physician, employee, or volunteer has is a positive one and implement any service recovery tool necessary to recover from those that aren't.
  • Comply with all UPMC Performance Management competencies/behaviors and policies/procedures.
  • The above statement reflects the general details considered necessary to describe the principal functions of the job identified and shall not be construed as a detailed description of all of the work requirements that may be inherent in the job, nor shall it be interpreted as limiting an employee in performing duties other than those normally performed or from helping employees in other position or units.

 

Qualifications

  • High School diploma.
  • Degree in communication, public relations or customer service preferred.
  • 5 years of experience in a customer-service setting is preferred.
  • Additional previous experience in health care, customer service or sales is preferred.
  • Basic computer skills and knowledge of Microsoft Office preferred.
  • Ability to manage multiple tasks in a fast-paced environment.
  • Excellent written and verbal communication skills as well as have the ability to remain calm and diffuse upset patients and family members.
  • Ability to use critical thinking skills, work independently, yet be part of a team to foster a welcoming environment.
  • Self-motivation ability.
  • Ability to anticipate customer needs.


Licensure, Certifications, and Clearances:

UPMC is an Equal Opportunity Employer/Disability/Veteran

Individuals hired into this role must comply with UPMC’s COVID vaccination requirements upon beginning employment with UPMC. Refer to the COVID-19 Vaccination Information section at the top of this page to learn more.  

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   Current UPMC employees must apply in HR Direct

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