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Overview
The Experience Specialist is responsible for basic patient experience, ensuring a seamless experience for patients and visitors. The role extends a professional welcome, assists with paperwork, and guides patients to the appropriate departments. The role addresses general patient inquiries, answers the incoming calls and escalates urgent concerns to experience specialist leads. The role supports in maintaining accurate patient records in the EMR system and collects patient feedback.
Why UnityPoint Health?
At UnityPoint Health, you matter. We’re proud to be recognized as a Top 150 Place to Work in Healthcare by Becker's Healthcare several years in a row for our commitment to our team members.
Our competitive Total Rewards program offers benefits options that align with your needs and priorities, no matter what life stage you’re in. Here are just a few:
- Expect paid time off, parental leave, 401K matching and an employee recognition program.
- Dental and health insurance, paid holidays, short and long-term disability and more. We even offer pet insurance for your four-legged family members.
- Early access to earned wages with Daily Pay, tuition reimbursement to help further your career and adoption assistance to help you grow your family.
With a collective goal to champion a culture of belonging where everyone feels valued and respected, we honor the ways people are unique and embrace what brings us together.
And, we believe equipping you with support and development opportunities is a vital part of delivering an exceptional employment experience.
Find a fulfilling career and make a difference with UnityPoint Health.
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.
License(s)/Certification(s):
- None.
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