Experience Specialist; West Washington; 1.0 FTE

UnityPoint Health - Meriter Hospital•Madison, OH

42d

About The Position

The Experience Specialist creates a smooth, welcoming, and supportive environment for patients and visitors. This front-line role greets guests, directs them to appropriate departments, and assists with required paperwork to help ensure an efficient visit. The position also provides information about services and procedures, responds to general inquiries, and helps patients understand charges, payment processes, and insurance procedures. It maintains accurate patient records in the electronic medical records (EMR) system and handles interactions and data in accordance with confidentiality and UPH standards. The stated schedule is Monday through Friday, 8:30 a.m. to 5:00 p.m. The role is based in West Washington.

Requirements

High school diploma or equivalent.

Nice To Haves

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

Responsibilities

Serve as a professional and 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, escalating complex issues as needed.
Guide patients regarding charges, payment processes, and insurance procedures.
Maintain accurate and up-to-date patient records in the electronic medical records (EMR) system.
Answer and route incoming calls, providing basic information as appropriate.
Ensure interactions and data handling comply with confidentiality and UPH standards.