Experience Specialist

UnityPoint Health; Marion (IA); On-site; USD 42,000 - 48,000; Full time

Job summary

UnityPoint Health in Marion, IA, is seeking an Experience Specialist to support patient services in the Pediatrics Tower Terrace clinic. You will welcome patients, assist with paperwork, and guide them to departments, while handling general inquiries and escalating urgent concerns as needed.

The role emphasizes a professional, empathetic patient experience and collaboration with experienced leads to ensure smooth operations across front desk tasks.

Qualifications

• High school diploma or equivalent required.
• Previous hospital or healthcare customer service preferred.
• Excellent communication and empathy are essential.

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, handles check-in/check-out, and ensures a smooth registration process.
• Guides patients to appropriate departments, clinics, or service areas.
• Keeps patients updated about wait times, physician availability, and delays.
• Assists patients in completing paperwork, including consent and insurance forms.
• Addresses general inquiries, concerns, and complaints with empathy and escalates complex matters as needed.
• Guides on charges, payment processes, and insurance procedures; provides non-medical information.
• Maintains patient records in the EMR system with accuracy.
• Ensures confidentiality and UPH standards in all interactions.
• Participates in training to stay current with best practices.

Skills

Customer service

Communication

Healthcare setting

Education

High School Diploma or equivalent

Job description

• Shift: Within Clinic Hours- 6:30AM-6:00 PM, Monday-Friday
• Job ID: 186369
  

• Area of Interest: Patient Services
• FTE/Hours per pay period: 0.9
• Department: Pediatrics- Tower Terrace
• Shift: Within Clinic Hours- 6:30AM-6:00 PM, Monday-Friday
• Job ID: 186369
  

Overview

Location: Family Medicine, Tower Terrace- Marion, IA
Shift/Hours: Monday-Friday, Day shift, 36 hours/week

The Experience Specialist to join our team! In this role, you'll be 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. Additionally, you'll handle general patient inquiries, answer incoming calls and escalated urgent concerns to experience specialist leads.

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
• 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