Experience Specialist - OB/GYN Waterloo

0.8 FTE, dayshift position in the OB/GYN department in Waterloo.

About the role

The Experience Specialist/Receptionist ensures a seamless experience for patients and visitors by providing a professional welcome, assisting with paperwork, and guiding patients to appropriate departments. This role addresses general patient inquiries, answers incoming calls, and escalates urgent concerns to experience specialist leads. It also supports maintaining accurate patient records in the EMR system and collects 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 for patients and visitors, assisting with check-in and check-out to ensure a smooth and efficient registration process.
• Guide patients to appropriate departments, clinics, or service areas.
• Keep patients and families updated about 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; escalate complex or urgent matters to Experience Specialist II.
• Offer guidance on charges, payment processes, insurance procedures, and provide non-medical information to patients if needed.
• Support maintaining up-to-date patient records in the EMR system, ensuring data accuracy.
• Answer incoming calls, provide basic information, and forward calls to the concerned department.
• Ensure all patient interactions and data handling comply with confidentiality regulations and UPH standards.
• Participate in training programs to stay updated on best practices in patient care and healthcare regulations.

Qualifications

• High School Diploma or equivalent required.
• Previous customer service experience in a hospital or healthcare setting preferred.

Benefits

UnityPoint Health offers a competitive Total Rewards program with benefits that align with your needs and priorities, including:

• Paid time off, parental leave, and paid holidays.
• 401K matching and an employee recognition program.
• Dental and health insurance, short and long-term disability.
• Pet insurance for your four-legged family members.
• Early access to earned wages with Daily Pay.
• Tuition reimbursement and adoption assistance.

UnityPoint Health is recognized as a Top 150 Place to Work in Healthcare by Becker's Healthcare and champions a culture of belonging where everyone feels valued and respected.