Experience Specialist/Receptionist: Counseling & Psych

Full-time position (1.0 FTE) in the Behavioral Counseling department at Lakeview.

About the role

As an Experience Specialist/Receptionist, you are the first point of contact for patients and visitors, playing a vital role in creating a welcoming and professional environment. You will manage front desk responsibilities while ensuring a smooth and positive experience for everyone who enters the clinic. Your role blends administrative support with exceptional customer service to support the overall efficiency and reputation of our healthcare team.

Schedule

Monday–Thursday 8:30 AM–5:00 PM & Friday 8:00 AM–2:00 PM

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, catering to general patient interactions, assisting with check-in and check-out, and ensuring 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 and 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 in maintaining up-to-date patient records in the EMR system, ensuring data accuracy.
• Answer incoming calls, providing basic information and forwarding 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.

Requirements

• High School Diploma or equivalent required.

Benefits

At UnityPoint Health, we offer a competitive Total Rewards program with benefits options 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 to help further your career.
• Adoption assistance to help you grow your family.

We honor the ways people are unique and embrace what brings us together, championing a culture of belonging where everyone feels valued and respected.