Experience Specialist; Monona Clinic; 1.0 FTE

UnityPoint Health - Meriter Hospital•Monona, WI

About The Position

The Experience Specialist provides front-line assistance to patients and visitors, creating a smooth, welcoming, and supportive environment. The role includes greeting guests, guiding them to appropriate departments, assisting with required paperwork, providing information about services and procedures, and helping support efficient visits. The position is based at Monona Clinic and is listed as 1.0 FTE, with a Monday–Friday shift from 9:00 a.m. to 5:30 p.m.

Requirements

High school diploma or equivalent required.

Nice To Haves

Previous customer service experience in a hospital or healthcare setting.
Prior receptionist, administrative, or clerical experience.

Responsibilities

Serve as a professional, welcoming first point of contact for patients and visitors, providing information about services and procedures.
Keep patients and families informed about wait times, provider availability, and delays.
Address general inquiries and concerns empathetically and escalate complex issues as needed.
Provide guidance about charges, payment processes, and insurance procedures.
Maintain accurate, up-to-date patient records in the electronic medical records (EMR) system.
Answer and route incoming calls, providing basic information as appropriate.
Follow confidentiality requirements and UPH standards in interactions and data handling.
Guide guests to appropriate departments and help with required paperwork.