Patient Experience Specialist - Blank Pulmonary Clinic - Full Time Days

				Overview:

The Experience Specialist is responsible for basic patient experience, ensuring a seamless experience for patients and visitors. The role extends a professional welcome, assists with paperwork, and guides patients to the appropriate departments. The role addresses general patient inquiries, answers the incoming calls and escalates urgent concerns to experience specialist leads. The role supports in maintaining accurate patient records in the EMR system and collects patient feedback. 

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 a hospital or healthcare setting is preferred.  

License(s)/Certification(s):  

* None
			

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UnityPoint Health