Experience Specialist - Waterloo Therapy Services North Crossing
UnityPoint Health, Waterloo, IA, United States
Department:
Physical Therapy - N Crossing
Shift:
Daytime
Job ID:
180934
Area of Interest:
Patient Services
FTE/Hours per pay period:
1.0
Overview
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 incoming calls, and escalates urgent concerns to experience specialist leads. The role supports maintaining accurate patient records in the EMR system and collecting patient feedback.
Responsibilities
Extend a professional welcome to all patients and visitors, providing information on services and procedures.
Serve as the first point of contact, handling general interactions, assisting with check‑in and check‑out for a smooth registration process.
Guide patients to appropriate departments or service areas.
Communicate wait times, physician availability, and procedural delays.
Assist patients in completing paperwork, including consent forms, intake forms, and insurance documentation.
Address general patient inquiries, concerns, and complaints with empathy, escalating complex matters to experience specialist II.
Provide guidance on charges, payment processes, and insurance procedures.
Support maintaining up‑to‑date patient records in the EMR system.
Answer incoming calls, provide basic information, and forward calls to the concerned department.
Ensure all interactions and data handling comply with confidentiality regulations and UPH standards.
Participate in training to stay current on best practices and healthcare regulations.
Qualifications
Education:
High School Diploma or equivalent required.
Experience:
Previous customer service experience in a hospital or healthcare setting preferred.
License(s)/Certification(s):
None.
Benefits
Paid time off, parental leave, 401K matching, and an employee recognition program.
Dental, health and vision insurance, paid holidays, short and long‑term disability, and pet insurance.
Daily Pay, tuition reimbursement, and adoption assistance.
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Physical Therapy - N Crossing
Shift:
Daytime
Job ID:
180934
Area of Interest:
Patient Services
FTE/Hours per pay period:
1.0
Overview
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 incoming calls, and escalates urgent concerns to experience specialist leads. The role supports maintaining accurate patient records in the EMR system and collecting patient feedback.
Responsibilities
Extend a professional welcome to all patients and visitors, providing information on services and procedures.
Serve as the first point of contact, handling general interactions, assisting with check‑in and check‑out for a smooth registration process.
Guide patients to appropriate departments or service areas.
Communicate wait times, physician availability, and procedural delays.
Assist patients in completing paperwork, including consent forms, intake forms, and insurance documentation.
Address general patient inquiries, concerns, and complaints with empathy, escalating complex matters to experience specialist II.
Provide guidance on charges, payment processes, and insurance procedures.
Support maintaining up‑to‑date patient records in the EMR system.
Answer incoming calls, provide basic information, and forward calls to the concerned department.
Ensure all interactions and data handling comply with confidentiality regulations and UPH standards.
Participate in training to stay current on best practices and healthcare regulations.
Qualifications
Education:
High School Diploma or equivalent required.
Experience:
Previous customer service experience in a hospital or healthcare setting preferred.
License(s)/Certification(s):
None.
Benefits
Paid time off, parental leave, 401K matching, and an employee recognition program.
Dental, health and vision insurance, paid holidays, short and long‑term disability, and pet insurance.
Daily Pay, tuition reimbursement, and adoption assistance.
#J-18808-Ljbffr