Patient Experience Care Companion, Patient Experience Full-Time, Days

Be a part of a world-class academic healthcare system UChicago Medicine as a Patient Experience Care Companion in the Patient Experience department. This position is a 100% onsite opportunity. You will need to be based in the greater Chicagoland area.

Provides dedicated non-clinical support to inpatients during evenings nights weekends and holidays. Focuses on comfort communication and logistics serving as a liaison between patients families and hospital support departments while strictly avoiding clinical responsibilities.

Essential Job Functions

• Conduct scheduled comfort rounds on assigned patients during after-hours shifts
• Address environmental and non-medical comfort needs (blankets pillows lighting temperature adjustments room setup)
• Assess and triage patient requests by determining whether needs are non-clinical (comfort environment communication logistics) or clinical (symptoms pain medical devices condition changes) and immediately notify nursing staff of any medical or safety concerns observed or reported. Follow established escalation pathways for urgent issues (e.g. patient distress fall risk observations behavioral concerns environmental hazards) while remaining within a strict non-clinical scope.
• Serve as the after-hours liaison between patients/families and hospital support departments ensuring timely coordination with:
  • Environmental Services (cleaning needs spills room resets)
  • Dietary/Food Services (approved meal or snack requests)
  • Maintenance/Facilities (room temperature lighting equipment concerns)
  • Security (visitor issues safety concerns lost items)
  • Guest Services/Concierge (amenities lodging info special comfort items)
• Initiate service requests as needed using hospital communication systems (phone ticketing platforms paging systems or service apps) and clearly document request details urgency and follow-up status.
• Document all service coordination activities by maintaining a service log (requests received actions taken time-to-resolution escalation notes) in designated logs or systems including escalations to clinical staff and unresolved issues requiring daytime follow-up and provide a structured handoff to daytime program and operations teams to ensure seamless follow-up.
• Run and review daily schedules for outpatient and inpatient National Special Programs patients to ensure accuracy of upcoming appointments procedures and inpatient coordination needs and share it with the daytime team.
• Verify financial clearance status for upcoming services by reviewing documentation and addressing any missing approvals or coverage concerns with the appropriate finance teams.
• Serve as the after-hours point of contact for incoming phone calls addressing non-clinical inquiries directly and routing clinical or urgent matters to the appropriate nursing or physician teams.
• Support urgent coordination for emergency department arrivals or hospital transfer cases by promptly notifying and connecting with the appropriate clinical teams while ensuring all non-clinical logistical communication is facilitated efficiently.
• Serve as the after-hours non-medical contact for families (directions visiting guidelines amenities lodging info)
• Assist with approved virtual or in-person visits in alignment with hospital policy
• Maintain professional boundaries at all times
• Other duties as assigned.

Required Qualifications

• High school diploma or equivalent
• Strong interpersonal and customer service skills
• Ability to remain calm in a hospital environment
• Strong communication and problem-solving skills
• Basic computer proficiency
• Ability to work independently overnight
• 4-5 years experience in a healthcare setting

Preferred Qualifications

• Experience in healthcare hospitality concierge or patient-facing roles
• Familiarity with hospital operations
• Experience working with diverse populations

Position Details

• Job Type/FTE: Full-Time (1.0 FTE)
• Shift: Night
• Work Location: Hyde Park
• Unit/Department: Patient Experience
• CBA Code: Non-Union

In this role we anticipate that you will generally work approximately 40 hours per week. We anticipate that you will generally be scheduled to work the Night shift from approximately 11:00 PM to 7:30 AM and will not be scheduled for on-call shifts. We anticipate you will be scheduled to work 100% at the Hyde Park campus. The days of the week that you are scheduled willl vary depending on the week but we anticipate that you will be scheduled to work on weekends (Saturday and/or Sunday) only every/every other week).

Weve been at the forefront of medicine since 1899. We provide superior healthcare with compassion always mindful that each patient is a person an individual. To accomplish this we need employees with passion talent and commitment with patients and with each other. Were in this together: working to advance medical innovation serve the health needs of the community and move our collective knowledge forward. If youd like to add enriching human life to your profile UChicago Medicine is for you. Here at the forefront were doing work that really matters. Join us. Bring your passion.

UChicago Medicine is growing; discover how you can be a part of this pursuit of excellence at:UChicago Medicine Career Opportunities

UChicago Medicine is an equal opportunity employer. We evaluate qualified applicants without regard to race color ethnicity ancestry sex sexual orientation gender identity marital status civil union status parental status religion national origin age disability veteran status and other legally protected characteristics.

As a condition of employment all employees are required to complete a pre-employment physical background check drug screening and comply with the flu vaccination requirements prior to hire. Medical and religious exemptions will be considered for flu vaccination consistent with applicable law.

Compensation & Benefits Overview

UChicago Medicine is committed to transparency in compensation and benefits. The pay range provided reflects the anticipated wage or salary reasonably expected to be offered for the position.

The pay range is based on a full-time equivalent (1.0 FTE) and is reflective of current market data reviewed on an annual basis. Compensation offered at the time of hire will vary based on candidate qualifications and experience and organizational considerations such as internal equity. Pay ranges for employees subject to Collective Bargaining Agreements are negotiated by the medical center and their respective union.

Review the full complement of benefit options for eligible roles at Benefits - UChicago Medicine.