Patient Experience Specialist at UnityPoint Health Carthage, IL

UnityPoint Health; Carthage (IL); On-site; USD 22,386 - 24,108; Full time

Job summary

UnityPoint Health is hiring a full-time Patient Experience Specialist in Carthage, Illinois. This role is focused on creating a positive patient experience by exceeding expectations in customer service and facilitating patient care activities.

The ideal candidate will have a High School Diploma, strong communication skills, and the ability to work a flexible schedule. Responsibilities include verifying patient information, managing appointment schedules, and addressing patient concerns.

Training will be provided for those with no prior experience.

Qualifications

• No experience required; on-the-job training will be provided.
• Ability to interact with client population.
• Customer service excellence is essential.

Responsibilities

• Verify patient’s personal information at each visit.
• Maintain appointment schedules and manage calls.
• Handle cash drawer and patient balances.

Skills

Communication skills

Customer service

Ability to work a flexible schedule

Education

High School Diploma or GED

Job description

Position Summary

The Patient Experience Specialist creates a positive patient experience by consistently exceeding expectations in customer service and patient care, by coordination clerical and medical activities of the healthcare team, patient registration activities, and facilitating access to Memorial Medical Clinics services for new and returning patients.

Primary Job Responsibilities

1. At each visit will verify the patient’s date of birth, phone number, address, insurance, and any other necessary information.
2. Records necessary demographic data changes in the electronic medical record.
3. Maintains appointment schedule with distribution to nursing staff and providers as requested.
4. Collects co-pays and patient balances at the time of service.
5. Answers the telephone by the third ring.
6. Takes precise messages by getting the patient’s full name and spelling, date of birth, complete description of phone call.
7. Responsible for incoming and outgoing mail.
8. Responsible for follow up and processing mail returns from Post Office.
9. Responsible for checking fax machine periodically and ensuring that faxes are distributed accurately.
10. Responsible for balancing the cash drawer, daily packet, deposit at the end of the day.
11. Provides daily productivity to providers and management as needed.
12. Provides equality among all patients in the practice without regard for ability to pay for services.
13. Adequately handles all questions and is courteous to the satisfaction of all parties involved.
14. Responsible for locking all of the doors and windows to the office.
15. Responsible for turning off lights and equipment.
16. Identifies, logs, and resolves patient complaints with regular reports to the Executive Director of Clinic Operations.
17. Performs and accepts other duties as required.

Status: Full Time

Schedule: M-F (8:30a-5:00p) May float on occasion

Open: Until filled

Applications Will Be Reviewed: Beginning April 16, 2025

Wage Range: $16.25-$17.50/hour (Actual wage based on relevant experience)

Required Qualifications

High School Diploma or GED (No experience required; on-the-job training will be provided)

Communication skills

Ability to work a flexible schedule as it relates to department demands

Ability to interact with client population and provide excellent customer service

Preferred Qualifications

Experience or certification in medical reception (medical office assistant)

Experience or degree in billing and coding

Experience as a Certified Nursing Assistant

Physical and Environmental Demands

Frequent: Standing: Remaining on one’s feet

Frequent: Walking: Moving about on foot

Periodic: PPE: Must wear N95, face shield/goggles, gloves at all times while screening