Patient Experience Concierge

UnityPoint Health; Des Moines (IA); On-site; USD 38,000 - 48,000; Full time

Benefits offered by this job

Paid time off

Parental leave

401K matching

Employee recognition program

Dental insurance

Health insurance

Paid holidays

Disability insurance

Daily Pay

Tuition reimbursement

Adoption assistance

Pet insurance

Job summary

UnityPoint Health is seeking an Experience Specialist to welcome patients and visitors, assist with paperwork, and guide them to the correct departments. The role supports accurate EMR entries, answers general inquiries, and escalates urgent matters when needed.

The position emphasizes compassionate customer service in a hospital setting, with a Monday-Friday day shift and a 0.9 FTE. Training and adherence to confidentiality are essential components of the role.

Qualifications

• High School Diploma or equivalent required.
• Previous customer service experience in hospital or healthcare setting preferred.
• Strong communication and patient interaction skills.

Responsibilities

• Extends a professional welcome to patients and visitors, providing information on services and procedures.
• Cares for check-in and check-out, 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 paperwork, including consent and insurance documentation.
• Handles general patient inquiries with empathy and escalates complex issues.
• Offers guidance on charges, payment processes, and non-medical information as needed.
• Maintains latest patient records in the EMR system with data accuracy.
• Answers incoming calls and forwards to concerned department.
• Ensures confidentiality and UPH standards in all data handling.
• Participates in training to stay updated on care and regulations.

Skills

Customer service

Communication

Empathy

Registration process

Education

High School Diploma

Tools

EMR system

Job description

UnityPoint Health is seeking an Experience Specialist to welcome patients and visitors, assist with paperwork, and guide them to the correct departments. The role supports accurate EMR entries, answers general inquiries, and escalates urgent matters when needed.

The position emphasizes compassionate customer service in a hospital setting, with a Monday-Friday day shift and a 0.9 FTE. Training and adherence to confidentiality are essential components of the role.