Experience Specialist

UnityPoint Health; Cedar Rapids (IA); On-site; USD 34,000 - 42,000; Full time

Job summary

UnityPoint Health is seeking an Experience Specialist for the Diabetes and Kidney Center in Cedar Rapids, IA. The role focuses on delivering a welcoming, seamless healthcare experience by greeting patients, assisting with registration, answering general inquiries, and guiding patients to the right departments.

You will respond to inquiries, escalate urgent concerns, maintain EMR records, and gather patient feedback to improve care experiences.

Qualifications

• High School Diploma or equivalent required.
• Previous customer service experience in hospital or healthcare setting preferred.

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, assisting with check-in/check-out and ensuring a smooth registration process.
• Guides patients to appropriate departments, clinics, or service areas.
• Keeps patients and families updated about wait times, physician availability, and delays.
• Assists patients with completing paperwork, including consent forms and insurance documents.
• Responds to general inquiries, escalates urgent matters to patient experience leadership, and maintains EMR accuracy.

Education

High School Diploma or equivalent

Job description

• Department: Diabetes and Kidney Center- CR
• Shift: Monday-Friday, 8:00am-5:00pm
• Job ID: 187544

Overview

We're seeking an Experience Specialist to join our Diabetes and Kidney Center 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, elevate urgent concerns to patient experience leaders, maintain accurate electronic medical records (EMR), and collect valuable patient feedback that helps enhance the overall care experience.

Location

Diabetes and Kidney Center- 1002 4th Ave SE- Cedar Rapids, IA

Shift/Hours

Full-Time, 40 hours/week, Monday-Friday, 8:00am-5:00pm

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.