Job Details Are you passionate about serving our patients with Love and Excellence? If so, consider applying for this position at ChristianaCare. We are recruiting for a full time Patient Experience Representative II at our Newark Campus to improve the ICU experience for patients and families through communication of information and interdisciplinary collaboration. Principal duties and responsibilities: Orients family to the Christiana Care Campus. Reviews Trauma/Surgical ICU admission booklet, unit policies, and patient rights with family members. Effectively communicates with patients, families, visitors, employees, physicians, and general public utilizing courteous written and verbal communication skills. Interacts frequently with families and patients to offer assistance and support during their ICU stay. Keeps families informed when delays arise. Proactively supports departmental initiatives regarding patient satisfaction. Assists the physicians and staff in setting up family meetings on a regular basis. Responds to patient and family concerns/inquiries and relays to appropriate ICU staff. Serves as a liaison upon transfer out of the ICU. Explains and supports pertinent hospital policies and procedures. Supports the mission and values of the department and hospital. Supports patient rights and the organization's code of ethical behavior. Performs assigned work safely, adhering to established departmental safety rules and practices. Performs clerical functions that contribute to the efficient, safe operation of the unit. Practices professional telephone etiquette. Reports to supervisor, any unsafe activities, conditions, hazards, or safety violations that may cause injury to oneself, other employees, patients, and visitors. Maintains order and cleanliness of 2A waiting rooms. Notifies environmental services of cleaning needs in a timely manner. Consistently demonstrates Christiana Care values in execution of duties. Performs other related duties as assigned. Education and experience requirements: High School Graduate Two years customer service or related experience Experience using a computer Hours: Day /Evening rotating shifts - 4 10 hour shifts - working every third weekend, rotating holidays Knowledge, skill, and ability requirements: Knowledge of CCHS policies, departmental policies, standards, and operation. Knowledge of clerical functions specific to the unit. Knowledge of patients' rights and responsibilities. Skill and sensitivity to the needs of the varying cultures of a diverse population. Skill in excellent verbal, non-verbal, and written communications. Ability to act independently within the established procedures and protocols. Ability to optimally and compassionately communicate with people under very stressful conditions using verbal and written communication skills. Ability to exercise judgment, tact, and diplomacy. Ability to maintain patient confidentiality. Ability to operate hospital computer system and other equipment in an accurate and safe manner. Ability to handle conflict resolution. Physical demands: Ability to speak, stand, walk, sit, bend, lift, push, pull, carry, reach, twist, handle, stoop, and climb Working conditions: Frequent exposure to biological elements with occasional exposure to chemical and environmental elements, as per unit physical demands checklist. About ChristianaCare ChristianaCare was recognized as one of "America's 100 Best Hospitals" by Healthgrades, selected as one of the Most Wired Hospitals in the US by the American Hospital Association, and ranked by US News & World Report as the #3 'Best Hospital' in the Philadelphia region out of more than 90 hospitals. To learn more click on this link https://www.youtube.com/watch?v=AZtpU0ib3t8 We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, sex, gender, gender expression, sexual orientation, age, marital status, veteran status, or disability status. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform crucial job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation. Hourly Pay Range: $19.84 - $29.76 This pay rate/range represents ChristianaCare’s good faith and reasonable estimate of compensation at the time of posting. The actual salary within this range offered to a successful candidate will depend on individual factors including without limitation skills, relevant experience, and qualifications as they relate to specific job requirements. Christiana Care Health System is an equal opportunity employer, firmly committed to prohibiting discrimination, whose staff is reflective of its community, and considers qualified applicants for open positions without regard to race, color, sex, religion, national origin, sexual orientation, genetic information, gender identity or expression, age, veteran status, disability, pregnancy, citizenship status, or any other characteristic protected under applicable federal, state, or local law. Post End Date Jan 31, 2026 EEO Posting Statement ChristianaCare offers a competitive suite of employee benefits to maximize the wellness of you and your family, including health insurance, paid time off, retirement, an employee assistance program. To learn more about our benefits for eligible positions visit https://careers.christianacare.org/benefits-compensation/ Christiana Hospital, Newark, Delaware. This 1,007-bed, 1.3-million-square-foot modern facility provides a level of care only available in large-scale teaching hospitals. Christiana Hospital includes Delaware's only Level-I Trauma center (as verified by the American College of Surgeons), which is prepared to handle the most extreme medical emergencies. In fact, it is the only Level-I Trauma center on the East Coast corridor between Baltimore and Philadelphia. Christiana Hospital has also been nationally recognized in U.S. News & World Report's Best Regional Hospitals rankings as #1 in Delaware and #3 in the Philadelphia metro area, plus High Performing in 9 Adult Procedures/Conditions Christiana Care Health System Website