What are the responsibilities and job description for the Experience Specialist/Receptionist position at UnityPoint Health?
- Area of Interest: Patient Services
- FTE/Hours per pay period: 1.0
- Department: Administration- CR
- Shift: 8:00am -4:30pm M-F
- Job ID: 163523
Why UnityPoint Health?
Commitment to our Team – We’re proud to be recognized as a Top 150 Place to Work in Healthcare by Becker's Healthcare several years in a row 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 an 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.
- Caring is what we do, and it starts with our team members: expect paid time off, parental leave, 401K matching and an employee recognition program as we support you both personally and professionally.
- You can only give your best when you feel your best, and we help you live well with dental and health insurance, paid holidays, short and long-term disability and more. We even offer pet insurance for your four-legged family members to give you peace of mind.
- We strive to make things easier and more personal in health care to set us apart from the rest, and you can experience that commitment through early access to earned wages with Daily Pay, a tuition reimbursement program designed to help you further your career and adoption assistance to help you grow your family in the way that works for you.
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.
Hear more from our team members about why UnityPoint Health is a great place to work at https://dayinthelife.unitypoint.org
Overview
Experience Specialist/Receptionist
Hiawatha, IA
PACE (Program of All-Inclusive Care for the Elderly)
Monday-Friday 8:00AM-4:30PM
Full Time Benefits
As a central point of contact, they create meaningful first and lasting impressions and serve as a liaison between participants, families and visitors and members of the health care team to address questions, provide non-medical information and to simply help participants, families and visitors navigate their healthcare experience.
Responsibilities
Customer Service
- Smile and greet participants, families, and visitors with a warm welcome, proactively communicate with participants which includes listening with empathy and intent to understand and provides participants, families and visitors opportunities to ask questions.
- Collaborate with and report participant and family concerns to appropriate team members as needed and assists with resolution of concerns.
- Consults with members of the healthcare team and provides updates and other information to participants and families.
- Answer telephone calls in a clear, courteous, caring, calm and professional manner. Screen calls by urgency and route calls promptly, accurately, and professionally to appropriate party.
- Open and/or close the PACE Center following specified guidelines.
- Collaborates with appropriate support services to ensure the environment is clean and welcoming.
- Demonstrates effective and caring communication skills and telephone techniques and etiquette.
- Interacts with participants, families, and visitors and team members in a positive and supportive manner with sensitivity to cultural differences.
- Work independently and responsible for timely completion of assigned functions.
- Be aware of what is happening in the PACE Center and the organization by attending department meetings, reading emails and regularly checking information on the organization’s intranet site.
- Opens, sorts, and organizes mail.
- Completes check in and check out in the EMR for Center attendance.
- Creates enrollment binders and new hire folders.
- Maintain regular and consistent attendance at work.
- 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 manager to facilitate the smooth and effective operations of the office.
Education:
- High School Degree or Vocational School Graduate
- Maintain current Mandatory Reporter
- 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, education and lifestyle backgrounds.
- Writes, reads, comprehends and speaks fluent English
- Multicultural sensitivity
- Microsoft Office – basic computer skills.
- Customer/patient focused
- Critical thinking skills using independent judgment in making decisions
