Patient Experience Navigator (Float)

Socket.dev; Des Moines (IA); On-site; USD 32,000 - 42,000; Full time

Job summary

UnityPoint Health is seeking an Experience Specialist to welcome patients, assist with registration, and guide visitors through the facility. The role focuses on a seamless patient experience and meticulous handling of paperwork.

The position includes answering calls, addressing inquiries, maintaining EMR records, and keeping patients informed of wait times and delays, with a strong emphasis on confidentiality and high-quality service.

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.

Education

High School Diploma or equivalent

Job description

UnityPoint Health is seeking an Experience Specialist to welcome patients, assist with registration, and guide visitors through the facility. The role focuses on a seamless patient experience and meticulous handling of paperwork.

The position includes answering calls, addressing inquiries, maintaining EMR records, and keeping patients informed of wait times and delays, with a strong emphasis on confidentiality and high-quality service.