Unit Assistant/Patient Experience - Emergency Services - Full Time

Every Interaction Is an Opportunity to Make a Difference

As a Unit Assistant/Patient Experience Representative, you'll help enhance patient satisfaction, support daily unit operations, and create meaningful experiences that positively impact patients and families.

Why Choose Guthrie:

• Voluntary 403(b) Retirement Plan with Fidelity investment options
• Employee Assistance Program providing confidential support for personal and professional well-being
• Shift Differentials and Premiums for evenings, nights, weekends, and float coverage
• PTO starts on Day 1
• Friendly, inclusive work family where you'll feel valued and supported

Recognized as a Top Healthcare Employer:

Guthrie is consistently recognized for its strong workplace culture and commitment to caregiver well-being, including:

• Best Places to Work 2025 - Modern Healthcare
• America's Greatest Workplaces in Healthcare 2025, 2026 - Newsweek
• America's Best-In-State Employers (PA) 2025 - Forbes
• America's Best Employers for Healthcare Professionals 2025 - Forbes
• America's Best Employers for Women 2025 - Forbes

Schedule & Coverage:

• Full-Time, Day Shift
• Three 12-hour shifts (7:00 AM - 7:00 PM)

Position Summary:

Provides general non-clinical support for patients in all areas of the Emergency Department, with a specific focus on patient and family satisfaction.

Experience:

• Education and experience with computers preferred
• Customer service experience preferred
• High School diploma or equivalent required

Licenses:

• None required

Essential Functions:

Participates in Patient Safety and Patient Satisfaction Activities

• Supports hourly rounding in the Main Emergency Department and waiting room as needed.

• Rounds on each Emergency Department patient at least hourly.

• Ensures the patient and family environment remains clean and safe.

• Supports completion of whiteboards in patient rooms, including:

• Date

• Nurse's first name

• EST caring for the patient

• Provider name (when known)

• Patient's preferred name

• Documents hourly rounding activities in Epic.

• Provides patient and family updates, with patient permission, in collaboration with nursing staff.

• Manages Comfort Care Menu services.

• Assists with placement of Emergency Department overflow patients into hospital beds when appropriate.

• Provides basic patient and family support, including:

• Warm blankets

• Pillows

• Snacks and beverages for family members

• Snacks and beverages for patients after approval from nursing staff

• Answers call bells promptly.

• Answers unit phone calls promptly.

• Returns equipment to designated locations.

Complies with Hospital and Nursing Department Policies and Procedures

• Supports the philosophy of the hospital and nursing department.

• Represents the hospital professionally and courteously to patients, families, and healthcare team members while demonstrating effective verbal and non-verbal communication.

• Promotes cost-effective patient care through:

• Proper use and care of equipment

• Appropriate use of supplies

• Accurate charging of supplies

• Completion of division-specific tasks

• Effective utilization of available resources

• Demonstrates initiative in completing assigned responsibilities and additional work as needed.

• Participates in performance improvement activities to enhance service and patient care.

Other Duties:

• Assists with the orientation of new personnel and serves as a role model for fellow employees.
• Demonstrates willingness to accept non-routine assignments when appropriate.
• Is authorized to access secured storage areas while performing essential job duties.
• Completes hand hygiene audits.
• Assists in stocking food pantry areas.
• Stocks supply areas.
• Serves as a communication liaison between patients and the healthcare team.

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