Experience Specialist​/Receptionist

Overview

Experience Specialist – PACE (Program of All-Inclusive Care for the Elderly) – PRN/As Needed

As a central point of contact, you create meaningful first and lasting impressions and serve as a liaison between participants, families, visitors and members of the health care team. You address questions, provide non-medical information and help participants, families and visitors navigate their healthcare experience.

Why UnityPoint Health? At UnityPoint Health, you matter. We’re recognized as a Top 150 Place to Work in Healthcare by Becker's Healthcare for our commitment to our team members. Our Total Rewards program offers benefits options that align with your needs and priorities. Details below reflect examples of benefits offered.

Customer Service

• Smile and greet participants, families, and visitors with a warm welcome, listen with empathy, and provide opportunities to ask questions.
• Collaborate with and report participant and family concerns to appropriate team members and assist with resolution.
• Consult with members of the healthcare team and provide updates and other information to participants and families.
• Answer telephone calls clearly, courteously, and professionally; screen calls by urgency and route to the appropriate party.
• Open and/or close the PACE Center following specified guidelines.
• Collaborate with support services to ensure a clean and welcoming environment.
• Demonstrate effective and caring communication; maintain professionalism in telephone etiquette.
• Interact with participants, families, visitors and team members with sensitivity to cultural differences.

Administrative/Clerical Support

• Work independently and complete assigned functions in a timely manner.
• Stay informed by attending department meetings, reading emails, and checking the organization’s intranet.
• Open, sort, and organize mail.
• Check in and check out in the EMR for Center attendance.
• Create enrollment binders and new hire folders.
• Maintain regular and consistent attendance; comply with personnel policies and procedures.
• Monitor environmental conditions to secure protected health information.
• Adhere to Corporate Compliance and HIPAA policies and procedures.
• Demonstrate initiative to improve quality and customer service; strive to exceed expectations.
• Balance team and individual responsibilities; value others’ views; contribute to positive team goals.
• Perform other duties as requested by the manager to facilitate smooth office operations.

Education:

• High School Degree or Vocational School Graduate

License(s)/Certification(s):

• Maintain current Mandatory Reporter

Knowledge/Skills/Abilities:

• Strong customer service skills.
• Ability to enter information into computer programs accurately.
• Ability to understand and apply guidelines, policies and procedures.
• Ability to interact effectively with physicians, health care team members, individuals and their support networks.
• Ability to communicate effectively with people from diverse backgrounds.
• Fluent English (reads, writes, speaks).
• Multicultural sensitivity.
• Microsoft Office – basic computer skills.
• Customer/patient focused; critical thinking and independent judgment.

Area of Interest:
Patient Services

FTE/Hours per pay period: 0.01

Department:
Administration – SC

Shift: As Needed, M-F 8:00-4:30

Job

• Paid time off, parental leave, 401K matching and an employee recognition program.
• Dental and health insurance, paid holidays, disability coverage and more; pet insurance available.
• Daily Pay for early access to earned wages, tuition reimbursement, and adoption assistance.