Patient Experience Concierge

UnityPoint Health; Grinnell (IA); On-site; USD 36,000 - 44,000; Full time

Benefits offered by this job

Paid time off

401K matching

Health insurance

Daily Pay

Tuition reimbursement

Adoption assistance

Job summary

UnityPoint Health is seeking a Patient Experience Specialist to warmly welcome patients and visitors, assist with check-in/check-out, and help with paperwork. You will guide patients to departments, update them on wait times, and handle general inquiries with empathy.

You will maintain accurate EMR records, answer calls, and ensure confidentiality. Prior experience in healthcare customer service is preferred, with a focus on delivering a seamless patient experience.

Qualifications

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

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.

Skills

Customer service

Healthcare setting knowledge

Education

High School Diploma or equivalent

Job description

UnityPoint Health is seeking a Patient Experience Specialist to warmly welcome patients and visitors, assist with check-in/check-out, and help with paperwork. You will guide patients to departments, update them on wait times, and handle general inquiries with empathy.

You will maintain accurate EMR records, answer calls, and ensure confidentiality. Prior experience in healthcare customer service is preferred, with a focus on delivering a seamless patient experience.