Experience Specialist; Monona Clinic; 1.0 FTE

UnityPoint Health - Meriter is a well-established healthcare provider known for delivering exceptional medical services to its community. Recognized as a Top Place to Work in Healthcare by Becker's Healthcare for multiple consecutive years, UnityPoint Health demonstrates a strong commitment to the well-being and professional growth of its team members. This commitment is reflected in a comprehensive Total Rewards program tailored to meet the diverse needs of employees at various stages of life. UnityPoint Health - Meriter collaborates closely with UW Health to provide outstanding healthcare experiences to patients, ensuring they receive high-quality, compassionate care in a supportive environment. The organization fosters a culture of belonging where every individual feels valued, respected, and empowered to succeed. It embraces diversity and uniqueness, promoting teamwork and collaboration among staff to achieve shared goals. The inclusive work environment and focus on continuous development make it an attractive workplace for healthcare professionals seeking a meaningful career.

The Experience Specialist role at UnityPoint Health - Meriter is a frontline position pivotal in shaping a positive patient and visitor experience. Scheduled Monday through Friday between 7 a.m. and 5:30 p.m., the position requires an individual who is energized by providing excellent customer service and support from the moment guests arrive. The Experience Specialist functions as the first point of contact for patients and visitors, delivering a welcoming and professional atmosphere while assisting with navigation of the facility and answering questions related to services and procedures. This role requires adept communication skills to keep patients and families informed about wait times, provider availability, and potential delays, ensuring transparency throughout their visit.

In addition to greeting guests and guiding them appropriately, the Experience Specialist helps patients with necessary paperwork to facilitate an efficient visit. They manage administrative tasks including maintaining accurate electronic medical records (EMR) and handling incoming calls with professionalism. Providing clear guidance regarding charges, payment options, and insurance policies forms a key component of their responsibilities. Moreover, the specialist addresses general inquiries empathetically and escalates complex issues when necessary, always upholding confidentiality standards and the high-quality service philosophy of UnityPoint Health - Meriter. This role offers an opportunity to make a meaningful difference by enhancing the overall patient journey, contributing to a culture of patient-centered care, and supporting the organization’s mission to deliver exceptional health services.