Experience Specialist

UnityPoint Health; Cedar Rapids (IA); On-site; USD 32,000 - 52,000; Full time

Benefits offered by this job

Paid time off

Health insurance

401K matching

Job summary

UnityPoint Health is seeking an Experience Specialist for its Cardiology Clinic in Cedar Rapids. You will greet patients and visitors, assist with registration, and direct them to the correct departments, ensuring a smooth, compassionate experience.

You will manage check-in/check-out, update patients on wait times, and handle insurance documentation while maintaining EMR accuracy and confidentiality. Training and development are provided to stay current with healthcare regulations.

Qualifications

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

Responsibilities

• Extends a professional welcome to patients and visitors, providing information on services and procedures.
• First point of contact for patients and visitors, assist with check-in/check-out and registration.
• Guide patients to appropriate departments, clinics, or service areas.
• Keep patients updated on wait times, physician availability, and delays.
• Assist with completing paperwork, including consent forms, intake forms, and insurance documentation.
• Address general inquiries and escalate urgent matters to experience specialist II.
• Provide guidance on charges and insurance procedures; offer non-medical information.
• Maintain latest patient records in the EMR with data accuracy.
• Answer incoming calls and forward to appropriate departments.
• Ensure confidentiality and adherence to UPH standards.
• Participate in ongoing training on patient care and healthcare regulations.

Skills

Customer service

Education

High School Diploma or equivalent

Job description

Overview

• Area of Interest: Patient Services
• FTE/Hours per pay period: 1.0
• Department: Cardiology Clinic
• Shift: Monday-Friday, 8:00am-4:30pm
• Job ID: 186442

Overview

Location

202 10th St SE, Cedar Rapids, IA 52403

Shift / Hours

40 hours/week, Monday-Friday, 8:00am-4:30pm

We're seeking an Experience Specialist to join our Cardiology 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, 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.

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.

Benefits

• 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