Unit Assistant/Patient Experience - Emergency Services - Full Time

About the Role

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 in the Emergency Department.

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

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

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

Requirements

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

Responsibilities

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.