Experience Specialist Lead – Community Cancer Center

UnityPoint Health - Allen

Shift: Full-time; Days; M-F

Benefits Eligible

Sign-On Bonus: $1,500 paid over 6 months

• Commitment to our Team – We’ve been named a Top 150 Place to Work in Healthcare 2022 by Becker’s Healthcare 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 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.
• Diversity, Equity and Inclusion Commitment – We’re committed to ensuring you have a voice that is heard regardless of role, race, gender, religion, or sexual orientation.
• 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.

• Smile and greet patients, families, and visitors with a warm welcome, proactively communicate with patient which includes listening with empathy and intent to understand and provides patients and families opportunities to ask questions.
• Collaborate with and report patient/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 patients 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.
• Make, cancel, and reschedule patient appointments maintaining appointment schedule according to office procedure.
• Gather, verify, and enter demographic and insurance information on new and established patients necessary for completion of electronic health record and insurance claim processing at each patient visit on patient accounting system.
• Assist with proactive charge capture along with billing accuracy for providers and patients.
• Open and/or close the clinic following specified guidelines of individual clinic.
• 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 patients, families, 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 clinic/department and the organization by attending clinic/department meetings, reading emails and regularly checking information on the organization’s intranet site.
• Perform other duties as requested to facilitate the smooth and effective operations of the clinic/department.

Minimum Requirements:

• High School or Vocational School graduate
• 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

Preferred:

• 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
• Knowledge of medical terminology, anatomy, and physiology