Patient Experience Specialist - UnityPoint Health

UnityPoint Health - Grundy Center Family Practice

Full-Time; 32 hrs/week; Clinic Hours: 7am-5pm, occasional Saturday clinic 8am-11am

Are you a compassionate, detail-oriented professional with a passion for enhancing patient interactions? Grundy Center Family Practice is looking for a dedicated Patient Experience Specialist to join our team and make a positive impact on our patients' journey through our care.

In this role, you will be the first point of contact for patients and visitors, providing exceptional service with a warm and professional approach. Your responsibilities will include greeting patients, answering questions, and directing inquiries to the appropriate departments. You’ll handle telephone calls with clarity and professionalism, ensuring that each call is routed correctly and efficiently.

Why UnityPoint Health? 

• Commitment to our Team – For the third consecutive year, we're proud to be recognized as a Top 150 Place to Work in Healthcare by Becker's Healthcare for our commitment to our team members. 
• Culture – At UnityPoint Health, you matter. Come for a fulfilling career and experience a culture guided by uncompromising values and unwavering belief in doing what's right for the people we serve. 
• Benefits – Our competitive Total Rewards program offers benefits options that align with your needs and priorities, no matter what life stage you’re in. 
• Diversity, Equity and Inclusion Commitment – We’re committed to ensuring you have a voice that is heard regardless of role, race, gender, religion, or sexual orientation. 
• Development – We believe equipping you with support and development opportunities is an essential part of delivering a 
•  remarkable employment experience. 
• Community Involvement – Be an essential part of our core purpose—to improve the health of the people and communities we serve. 

Visit https://dayinthelife.unitypoint.org/ to hear more from our team members about why UnityPoint Health is a great place to work. 

• Greet patients and visitors and provide courteous, caring and professional assistance to all individuals contacting the office.
• Answer their questions and provide non-medical information and/or direct to appropriate person or department.
• Answer telephone calls in a clear, calm and professional manner. Screen calls by urgency and route calls promptly, accurately, and professionally to appropriate party.
• Make, cancel and reschedule patient appointments maintaining appointment schedule according to office procedure.
• Gather, verify and enter demographic and insurance information on new and established patients necessary for completion of electronic health record and insurance claim processing at each patient visit on patient accounting system.
• Review superbill to ensure information is complete and perform the daily posting of charges for office visits and procedures abstracting procedural, diagnostic, and demographic information according to policy and procedure.
• Collect payments, issue receipts and reconcile daily receivable activity to prepare for daily deposits.
• Open and/or close the clinic following specified guidelines of individual clinic. Work independently and responsible for timely completion of assigned functions.
• Be aware of what is happening in clinic/department and the organization by attending clinic/department meetings, reading emails and regularly checking information on the organization’s intranet site.
• Maintain regular and consistent attendance at work.
• Maintain compliance with CLIA, OSHA, Safety and Risk Management guidelines.
• Maintain compliance with Personnel policies and procedures.
• Monitor environmental conditions in order to secure protected health information.
• Behave in a manner consistent with all Corporate Compliance and HIPAA policies and procedures.
• Demonstrate initiative to improve quality and customer service by striving to exceed customer expectations.
• Balance team and individual responsibilities; be open and objective to other’s views; give and welcome feedback; contribute to positive team goals; and put the success of the team above own interests.
• Perform other duties as requested by Clinic Administrator to facilitate the smooth and effective operations of the office.

• High School or Vocational School graduate.
• Knowledge of medical terminology, anatomy and physiology.
• Ability to demonstrate strong customer service skills.
• Ability to effectively enter information into a variety of computer programs.
• Ability to understand and apply guidelines, policies and procedures. Ability to interact effectively with physicians, health care team members, individuals and members of their support systems.
• Ability to communicate effectively with people of diverse professional, educational and lifestyle backgrounds.
• Strong interpersonal skills.
• Strong computer skills.
• Ability to work as a team member.
• Strong verbal and written communication skills.
  
  

Preferred:

• Previous medical office experience preferred.
• Previous experience with an electronic health record or medical office software preferred.
• Previous experience coding diagnoses and procedures with ICD-9-CM and CPT preferred.
• Mandatory Reporter certification preferred