Patient Experience Specialist - Front Desk & Concierge

UnityPoint Health; Urbandale (IA); On-site; USD 21,000 - 28,000; Full time

Benefits offered by this job

Paid time off

Parental leave

401K matching

Dental and health insurance

Daily Pay

Tuition reimbursement

Adoption assistance

Job summary

UnityPoint Health is seeking compassionate Experience Specialists to join UnityPoint Clinic locations. You will be the first point of contact for patients and visitors, blending front desk duties with strong customer service to create a welcoming environment.

You will manage check-in/check-out, guide patients, assist with paperwork, and ensure EMR accuracy while upholding UPH standards and compliance. This full-time role supports a positive patient experience and collaborative teamwork.

Qualifications

• High School Diploma or equivalent required.

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 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 compliance with confidential 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 compassionate Experience Specialists to join UnityPoint Clinic locations. You will be the first point of contact for patients and visitors, blending front desk duties with strong customer service to create a welcoming environment.

You will manage check-in/check-out, guide patients, assist with paperwork, and ensure EMR accuracy while upholding UPH standards and compliance. This full-time role supports a positive patient experience and collaborative teamwork.