Lead Experience Specialist; Stoughton Clinic; 1.0FTE; Day Shift

UnityPoint Health•Stoughton, MA

5d•Onsite

About The Position

The Experience Specialist Team Lead supports a seamless experience for patients and visitors by providing a professional welcome, assisting with paperwork, and directing patients to appropriate departments. The role responds to general patient inquiries, answers incoming calls, escalates urgent concerns to Experience Specialist leads, helps maintain accurate patient records in the EMR system, and collects patient feedback. The Team Lead also serves as a resource to Experience Specialists by providing guidance, coordination, and operational oversight without formal leadership authority. The role supports adherence to best practices, onboarding, and quality and efficiency in daily operations. The position is based at the Stoughton Clinic and is a 1.0 FTE day-shift role, with weekday hours between 7 a.m. and 5 p.m.

Requirements

High school diploma or equivalent.

Nice To Haves

Two years of previous customer service experience in a hospital or healthcare setting in an Experience Specialist role or equivalent.
Previous medical office experience.
Previous experience with an electronic health record or medical office software.
Previous experience coding diagnoses and procedures with ICD09-CM and CPT.

Responsibilities

Welcome patients and visitors professionally and help ensure a seamless experience.
Assist patients with paperwork and guide them to appropriate departments.
Address general patient inquiries and answer incoming calls.
Escalate urgent concerns to Experience Specialist leads.
Help maintain accurate patient records in the EMR system.
Collect patient feedback.
Provide guidance, coordination, and operational oversight to Experience Specialists without formal leadership authority.
Support adherence to best practices and assist with onboarding.
Promote quality and efficiency in daily operations.