Patient Experience Concierge

UnityPoint Health; Des Moines (IA); On-site; USD 32,000 - 42,000; Full time

Benefits offered by this job

Paid time off

Parental leave

401K matching

Employee recognition program

Dental and health insurance

Paid holidays

Short and long-term disability

Daily Pay

Tuition reimbursement

Adoption assistance

Job summary

UnityPoint Health in Des Moines is hiring an Experience Specialist to ensure a seamless patient journey. You will warmly welcome patients, assist with paperwork, guide them to the right departments, and answer general questions while escalating urgent concerns to leads. You’ll help maintain accurate EMR records and collect patient feedback.

This role supports a culture of belonging and exceptional employment experiences, with a focus on service excellence and teamwork across patient services.

Qualifications

• High School Diploma or equivalent required.
• Prior hospital or healthcare customer service experience preferred.

Responsibilities

• Extends a professional welcome to patients and visitors, providing information on services and procedures.
• Acts as the first point of contact, assists with check-in/check-out and registrations.
• Guides patients to departments, clinics, or service areas.
• Keeps patients updated on wait times and physician availability.
• Assists with paperwork including consent, intake, and insurance documents.
• Addresses general inquiries and escalates urgent matters as needed.
• Guides on charges and insurance processes and provides non-medical information.
• Maintains latest patient records in the EMR system and ensures data accuracy.
• Answers incoming calls and forwards to the appropriate department.
• Ensures confidentiality and UPH standards in all interactions.

Skills

Customer service

Communication

Empathy

Education

High School Diploma or equivalent

Job description

UnityPoint Health in Des Moines is hiring an Experience Specialist to ensure a seamless patient journey. You will warmly welcome patients, assist with paperwork, guide them to the right departments, and answer general questions while escalating urgent concerns to leads. You’ll help maintain accurate EMR records and collect patient feedback.

This role supports a culture of belonging and exceptional employment experiences, with a focus on service excellence and teamwork across patient services.