SHIFT:  Mon-Fri, 8:00am-4:30pm

The Experience Specialist is responsible for basic patient experience, ensuring a seamless experience for patients and visitors. The role extends a professional welcome, assists with paperwork, and guides patients to the appropriate departments. The role addresses general patient inquiries, answers the incoming calls and escalates urgent concerns to experience specialist leads. The role supports in maintaining accurate patient records in the EMR system and collects patient feedback.

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.

· Greets patients and visitors and obtains accurate information and signatures for office records

· Obtain signatures on all forms pertinent to the patient’s current visit from the patient or family member who has authority to sign on behalf of the patient.
· Photo-copy & scan insurance cards and driver’s licenses.
· Adhere to all confidentiality policies and procedures.

· Answers telephone calls promptly and accurately.  Takes telephone messages and directs calls in an appropriate and professional manner. 

· Retrieves, files photocopies or scans medical correspondence, reports and miscellaneous items, as requested. 

· Collects payments, issues receipts and reconciles daily accounts receivable activity to prepare for daily deposits.

· Demonstrates initiatives to improve quality and customer service by striving to exceed customer expectations. 

· Integrates and demonstrates FOCUS values and Expectations for Personal and Service Excellence to guide professional behaviors, while adhering to the policies and procedures of UPH-DM. 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. 

· Open and / or closes the clinic following specific guidelines of the individual clinic.

· Refer patients who need financial assistance with their clinic/hospital bills to a Financial Advocate.

· Perform functions other than described due to extenuating circumstances.

· Other duties as assigned.

Education: High school graduate or equivalent.

Experience: Previous experience in a medical setting desirable.  Working knowledge of medical terminology and third party payer is helpful.  Typing skills 40-wpm or keyboard equivalent.  Accurate data entry and spelling accuracy required.  Previous customer service experience desirable.

License(s)/Certification(s): Prefer Patient Access Certificate and Medical Terminology.

Knowledge/Skills/Abilities: 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. Must be able to multitask and stay on track with completing job functions in a very busy work environment with multiple distractions. Ability to adapt to frequent changes in insurance plans, hospital and departmental procedures, job functions and new technology.