Experience Specialist
UnityPoint Health
Summary
We're seeking an Experience Specialist to join our Westdale Family Medicine Care Team! In this role, you'll be the first point of contact for patients and visitors, helping create a welcoming, positive, and seamless healthcare experience. You'll greet patients with professionalism and compassion, assist with registration and paperwork, answer incoming calls, and help direct individuals to the appropriate departments. You'll also respond to general inquiries, escalate urgent concerns to patient experience leaders, maintain accurate electronic medical records (EMR), and collect valuable patient feedback that helps enhance the overall care experience.
Job description
Overview
We're seeking an Experience Specialist to join our Westdale Family Medicine Care Team! In this role, you'll be the first point of contact for patients and visitors, helping create a welcoming, positive, and seamless healthcare experience. You'll greet patients with professionalism and compassion, assist with registration and paperwork, answer incoming calls, and help direct individuals to the appropriate departments. You'll also respond to general inquiries, escalate urgent concerns to patient experience leaders, maintain accurate electronic medical records (EMR), and collect valuable patient feedback that helps enhance the overall care experience.
Responsibilities
- Extends a professional welcome to all patients and visitors, providing information on services and procedures.
- Serves as the first point of contact for patients and visitors, caters to general patient interactions, assisting with check-in and check-out, ensuring a smooth and efficient registration process.
- Guides patients to appropriate departments, clinics, or service areas.
- Keeps patients and families updated about wait times, physician availability, and procedural delays.
- Assists patients in completing paperwork, including consent forms, intake forms, and insurance documentation.
- Addresses general patient inquiries, concerns, and complaints with empathy and escalates complex or urgent matters to experience specialist II.
- Offers guidance on charges, payment processes, insurance procedures, and provides non-medical information to patients if needed.
- Supports in maintaining latest patient records in the EMR system, ensuring data accuracy.
- Answers incoming calls, providing basic information and forwarding calls to the concerned department.
- Ensures all patient interactions and data handling comply with confidentiality regulations and UPH standards.
- Participates in training programs to stay updated on best practices in patient care and healthcare regulations.
Qualifications
Education: High School Diploma or equivalent required
Experience: Previous customer service experience in hospital or healthcare setting preferred
Requirements
- High School Diploma or equivalent required
- Previous customer service experience in hospital or healthcare setting preferred
Benefits
- Paid time off
- Parental leave
- 401(k) Matching
- Employee recognition program
- Dental & Health Insurance
- Paid holidays
- Short & Long-term disability
- Pet insurance
- Daily Pay
- Tuition reimbursement
- Adoption assistance
Company overview
UnityPoint Health is a leading integrated non-profit health system serving communities across Iowa, western Illinois, and southern Wisconsin. As the nation's 13th largest nonprofit health system and fourth largest nondenominational health system in America, UnityPoint Health operates a comprehensive network of 18 regional hospitals, 17 community network hospitals, and over 400 clinics and healthcare facilities. The organization provides a full spectrum of healthcare services including primary care, specialty care, emergency services, surgical procedures, maternity care, cancer treatment, heart care, and home health services. Each year, UnityPoint Health serves nearly 8 million patient visits, performs approximately 100,000 surgeries, and delivers more than 20,000 babies. With more than 29,000 team members, the health system is recognized for its coordinated care approach, shared electronic medical record system, and commitment to making healthcare easier and more personal for patients. UnityPoint Health has been consistently recognized as a Top 150 Place to Work in Healthcare by Becker's Healthcare for four consecutive years, reflecting its strong organizational culture and commitment to team member development.