What are the responsibilities and job description for the Unit Assistant/Patient Experience - Emergency Services - Per Diem position at Guthrie?
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.
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:
- Per Diem
Position Summary:
Provides general support tasks (non-clinical) for patients in all areas of the Emergency Department with specific focus on patient and family satisfaction.
Experience:
- Education and experience with computers preferred.
- Customer service experience preferred.
- High School Graduate or equivalent
Licenses:
None required
Essential Functions:
Participates in patient safety/patient satisfaction.
1. Support Hourly Rounding (Main ED and in the Waiting Room as necessary)
2. Round on each patient in the ED at least hourly
3. Make sure the environment is clean and safe for the patient and family
4. Support completion of the “white board” in each room as necessary to include the date, the first name of the nurse and EST caring for the patient (add the provider name if you know it), the patients preferred name
5. Document the hourly rounding in EPIC
6. Provide updates to the patient (and family with the patients’ permission) in collaboration with nursing staff
7. Manage the Comfort Care Menu Item (see comfort care menu)
8. Assists in placing ED Overflow patients into hospital beds when appropriate
9. Provide basic support to meet the patient or family needs such as providing warm blankets and/or a pillow, offer the family snacks or drinks (only offer to the patient after checking with the nurse)
10. Answers call bells promptly
11. Answering unit phone calls promptly
12. Returns equipment to specified locations
Complies with policies and procedures of the hospital/nursing department.
1. Supports the philosophy of the hospital and department of nursing.
2. Represents the hospital to patients/families and health care team in a professional, courteous manner while being sensitive to how others perceive both verbal and non-verbal communications.
3. Demonstrates cost-effective patient care by demonstrating proper use and care of equipment, appropriate and prudent use of supplies, accurate charging of supplies, performing other division-specific tasks, and appropriate utilization of available resources.
4. Demonstrates initiative in completing work that needs to be done as defined in the employee's areas of responsibility.
5. Participates in performance improvement activities to improve service and care.
Other Duties:
1. Assists in the orientation of new personnel and serves as a role model to other employees.
2. Demonstrates willingness to accept non-routine work assignments as appropriate.
3. Is authorized to access secured storage areas in the performance of essential job functions and duties.
4. Complete Hand Hygiene Audits
5. Assist in stocking food pantry areas
6. Stock supply areas
7. Serve as a communication liaison between the patient and the healthcare team
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:
- Per Diem
Position Summary:
Provides general support tasks (non-clinical) for patients in all areas of the Emergency Department with specific focus on patient and family satisfaction.
Experience:
- Education and experience with computers preferred.
- Customer service experience preferred.
- High School Graduate or equivalent
Licenses:
None required
Essential Functions:
Participates in patient safety/patient satisfaction.
1. Support Hourly Rounding (Main ED and in the Waiting Room as necessary)
2. Round on each patient in the ED at least hourly
3. Make sure the environment is clean and safe for the patient and family
4. Support completion of the “white board” in each room as necessary to include the date, the first name of the nurse and EST caring for the patient (add the provider name if you know it), the patients preferred name
5. Document the hourly rounding in EPIC
6. Provide updates to the patient (and family with the patients’ permission) in collaboration with nursing staff
7. Manage the Comfort Care Menu Item (see comfort care menu)
8. Assists in placing ED Overflow patients into hospital beds when appropriate
9. Provide basic support to meet the patient or family needs such as providing warm blankets and/or a pillow, offer the family snacks or drinks (only offer to the patient after checking with the nurse)
10. Answers call bells promptly
11. Answering unit phone calls promptly
12. Returns equipment to specified locations
Complies with policies and procedures of the hospital/nursing department.
1. Supports the philosophy of the hospital and department of nursing.
2. Represents the hospital to patients/families and health care team in a professional, courteous manner while being sensitive to how others perceive both verbal and non-verbal communications.
3. Demonstrates cost-effective patient care by demonstrating proper use and care of equipment, appropriate and prudent use of supplies, accurate charging of supplies, performing other division-specific tasks, and appropriate utilization of available resources.
4. Demonstrates initiative in completing work that needs to be done as defined in the employee's areas of responsibility.
5. Participates in performance improvement activities to improve service and care.
Other Duties:
1. Assists in the orientation of new personnel and serves as a role model to other employees.
2. Demonstrates willingness to accept non-routine work assignments as appropriate.
3. Is authorized to access secured storage areas in the performance of essential job functions and duties.
4. Complete Hand Hygiene Audits
5. Assist in stocking food pantry areas
6. Stock supply areas
7. Serve as a communication liaison between the patient and the healthcare team