Experience Specialist

UnityPoint Health; Marion (IA); On-site; USD 32,000 - 38,000; Full time

Benefits offered by this job

Paid time off

401K matching

Dental and health insurance

Tuition reimbursement

Job summary

UnityPoint Health is hiring an Experience Specialist for Marion Urgent Care. You will greet patients and visitors, assist with check-in, and direct them to the correct departments to ensure a smooth registration process.

You will also answer calls, provide general information, and help maintain accurate EMR records while escalating urgent matters to the patient experience leadership team as needed.

Qualifications

• High school diploma or equivalent required.
• Previous customer service experience in hospital or healthcare setting preferred.
• Excellent communication and interpersonal skills.

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, assists with check-in/check-out, and helps with registration.
• 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 and insurance documentation.
• Addresses general patient inquiries and escalates complex matters to experience specialist II.
• Provides non-medical information on charges and insurance procedures as needed.
• Maintains up-to-date patient records in the EMR system and ensures data accuracy.
• Answers incoming calls, provides basic information, and forwards calls to the concerned department.
• Ensures confidentiality and compliance with UPH standards.
• Participates in training to stay updated on best practices and regulations.

Skills

Customer service

Healthcare experience

Communication

Education

High School Diploma

Tools

EMR systems

Job description

Overview

Location: Marion Urgent Care- Marion, IA

Shift/Hours: Full-Time, 32 hours/week- Days, Evenings, every 3rd weekend and rotating holidays

We're seeking an Experience Specialist to join our Urgent 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.

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,assistingwith check-in and check-out, ensuring a smooth and efficient registration process.
• Guides patients toappropriate departments, clinics, or service areas.
• Keeps patients and families updated about wait times, physician availability, and procedural delays.
• Assistspatients 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 inmaintaininglatest patient records in the EMR system, ensuring data accuracy.
• Answers incoming calls, providing basic information andforwardingcalls to theconcerned department.
• Ensures all patient interactions and data handlingcomply withconfidentiality 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:

• Previouscustomer service experience in hospital or healthcare setting preferred.

License(s)/Certification(s):

• None.