Experience Specialist - Waterloo Cardiology

				Overview:

UnityPoint Clinic - Experience Specialist 

Waterloo Cardiology

40 hours per week/full time

Responsibilities:

* Extends a professional welcome to all patients and visitors, providing information on services and procedures.  
* Serves as the first point of contact for patients and visitors, caters to general patient interactions, assisting with check-in and check-out, ensuring a smooth and efficient registration process.  
* Guides patients to appropriate departments, clinics, or service areas.  
* Keeps patients and families updated about wait times, physician availability, and procedural delays.  
* Assists patients in completing paperwork, including consent forms, intake forms, and insurance documentation.  
* Addresses general patient inquiries, concerns, and complaints with empathy and escalates complex or urgent matters to experience specialist II.  
* Offers guidance on charges, payment processes, insurance procedures, and provides non-medical information to patients if needed. 
* Supports in maintaining latest patient records in the EMR system, ensuring data accuracy.  
* Answers incoming calls, providing basic information and forwarding calls to the concerned department.  
* Ensures all patient interactions and data handling comply with confidentiality regulations and UPH standards.  
* Participates 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.
			

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UnityPoint Health