Experience Specialist/Receptionist - Des Moines

Full-time position (1.0 FTE) within the Cardiology EP department at UnityPoint Clinic.

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

• Methodist Cardiology: 40 hours/week, Monday-Friday 8:00AM-4:30PM
• Methodist OB/GYN: 36 hours/week, 4 days 7:30AM-5:00PM
• Methodist Neurology: 40 hours/week, Monday-Friday 8:30AM-5:00PM
• Ingersoll Family Medicine: 40 hours/week, Monday-Friday 7:45AM-4:45PM
• Southglen Urgent Care: 40 hours/week, Monday, Tuesday, Friday 8:00AM-8:00PM, 1 weekend/month

Benefits

UnityPoint Health offers a competitive Total Rewards program with benefits that include:

• 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
• Early access to earned wages with Daily Pay
• Tuition reimbursement
• Adoption assistance

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, 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
• Maintain latest 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

Qualifications

• Education: High School Diploma or equivalent required
• Experience: Previous customer service experience in hospital or healthcare setting preferred
• License(s)/Certification(s): None