UnityPoint Health - Child Protection Center

Experience Specialist

Shift: Full-time Days

Benefits Eligible 

Experience Specialists reflect a commitment to UnityPoint Health’s FOCUS values and play a vital role in the experience of our patients, families, and visitors.  As a central point of contact, they create meaningful first and lasting impressions and serve as a liaison between patients/families/visitors and members of the health care team to address questions, provide non-medical information and to simply help patients/families/visitors navigate their healthcare experience.

At UnityPoint Health, you matter. We’re proud to be recognized as a Top 150 Place to Work in Healthcare by Becker's Healthcare several years in a row for our commitment to our team members.  

Our competitive Total Rewards program offers benefits options that align with your needs and priorities, no matter what life stage you’re in.  Here are just a few:      

• Expect paid time off, parental leave, 401K matching and an employee recognition program.   

• Dental and health insurance, paid holidays, short and long-term disability and more. We even offer pet insurance for your four-legged family members.  

• Early access to earned wages with Daily Pay, tuition reimbursement to help further your career and adoption assistance to help you grow your family.   

With a collective goal to champion a culture of belonging where everyone feels valued and respected, we honor the ways people are unique and embrace what brings us together.   

And, we believe equipping you with support and development opportunities is a vital part of delivering an exceptional employment experience. 

Find a fulfilling career and make a difference with UnityPoint Health.

• Smile and greet patients, families, and visitors with a warm welcome, proactively communicate with patient which includes listening with empathy and intent to understand and provides patients and families opportunities to ask questions.
• Collaborate with and report patient/family concerns to appropriate team members as needed and assists with resolution of concerns.
• Consults with members of the healthcare team and provides updates and other information to patients and families.
• Answer telephone calls in a clear, courteous, caring, calm and professional manner. Screen calls by urgency and route calls promptly, accurately, and professionally to appropriate party.
• Make, cancel, and reschedule patient appointments maintaining appointment schedule according to office procedure.
• Gather, verify, and enter demographic and insurance information on new and established patients necessary for completion of electronic health record and insurance claim processing at each patient visit on patient accounting system.
• Assist with proactive charge capture along with billing accuracy for providers and patients.
• Open and/or close the clinic following specified guidelines of individual clinic.
• Collaborates with appropriate support services to ensure the environment is clean and welcoming.
• Demonstrates effective and caring communication skills and telephone techniques and etiquette.
• Interacts with patients, families, visitors, and team members in a positive and supportive manner with sensitivity to cultural differences.
• Work independently and responsible for timely completion of assigned functions.
• Be aware of what is happening in clinic/department and the organization by attending clinic/department meetings, reading emails and regularly checking information on the organization’s intranet site.
• Perform other duties as requested to facilitate the smooth and effective operations of the clinic/department.

Minimum Requirements:

• High School or Vocational School graduate
• Ability to demonstrate strong customer service skills.
• Ability to effectively enter information into a variety of computer programs.
• Ability to understand and apply guidelines, policies and procedures.
• Ability to interact effectively with physicians, health care team members, individuals and members of their support systems.
• Ability to communicate effectively with people of diverse professional, education and lifestyle backgrounds.
• Writes, reads, comprehends and speaks fluent English
• Multicultural sensitivity
• Microsoft Office – basic computer skills.
• Customer/patient focused
• Critical thinking skills using independent judgment in making decisions

Preferred:

• Previous medical office experience 
• Previous experience with an electronic health record or medical office software 
• Previous experience coding diagnoses and procedures with ICD09-CM and CPT 
• Knowledge of medical terminology, anatomy, and physiology