Experience Specialist

PACE (Program of All-Inclusive Care for the Elderly)

PRN/As Needed

As a central point of contact, they create meaningful first and lasting impressions and serve as a liaison between participants, families and visitors and members of the health care team to address questions, provide non-medical information and to simply help participants, families and 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.

Customer Service
• Smile and greet participants, families, and visitors with a warm welcome, proactively communicate with participants which includes listening with empathy and intent to understand and provides participants, families and visitors opportunities to ask questions.
• Collaborate with and report participant and 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 participants 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.
• Open and/or close the PACE Center following specified guidelines.
• 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 participants, families, and visitors and team members in a positive and supportive manner with sensitivity to cultural differences.

Administrative/Clerical Support
• Work independently and responsible for timely completion of assigned functions.
• Be aware of what is happening in the PACE Center and the organization by attending department meetings, reading emails and regularly checking information on the organization’s intranet site.
• Opens, sorts, and organizes mail.
• Completes check in and check out in the EMR for Center attendance.
• Creates enrollment binders and new hire folders.
• Maintain regular and consistent attendance at work.
• Maintain compliance with Personnel policies and procedures.
• Monitor environmental conditions in order to secure protected health information.
• Behave in a manner consistent with all Corporate Compliance and HIPAA policies and procedures.
• Demonstrate initiative to improve quality and customer service by striving to exceed customer expectations.
• Balance team and individual responsibilities; be open and objective to other’s views; give and welcome feedback; contribute to positive team goals; and put the success of the team above own interests.
• Perform other duties as requested by manager to facilitate the smooth and effective operations of the office.

Education:

• High School Degree or Vocational School Graduate

License(s)/Certification(s):

• Maintain current Mandatory Reporter

Knowledge/Skills/Abilities:

• 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