Experience Specialist/Receptionist - RN Call Center - UnityPoint Health

Experience Specialist/Receptionist

Unity Point Nurse Call Center- Cedar Rapids OR Sioux City

Every other weekend 8am-4:30pm + 4 hours shifts on weekdays (between 2 pm and 11 pm) 

Part-Time Benefits, 20 Hours a week

** Remote, but must sit in Cedar Rapids, Waterloo/Cedar Falls, Des Moines, Quad Cities or Sioux City, **

This position provides telephone screening, registration and functions as a Patient Service Representative specifically for the IntelliCenter. 

Why UnityPoint Health?

• Culture – At UnityPoint Health, you 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 like 401K match, paid time off and education assistance 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.

Visit us at UnityPoint.org/careers to hear more from our team members about why UnityPoint Health is a great place to work. https://dayinthelife.unitypoint.org/

• Supports and handles physician and service referrals.
• Schedule 24 hour appointments correctly and provide caller with appointment instructions.
• Directs high priority calls as a warm transfer to nursing staff by using sound judgement.
• Answer questions and offer other information, as requested, to provide patient-focused service and a positive impression of the organization.
• Understanding of when to escalate complaint and difficult calls to leadership team appropriately.
• Obtains patient and caller identifiers, along with adequate information in order to queue calls for low priority call back conducted by nursing staff.
• Uses sound judgement in handling calls
• Heads up any outbound call campaigns designated to the IntelliCenter.
• Supports WFM in staffing assignments, including designated lunch offerings
• Provides assistance with other reasonable related duties as assigned by supervisor or manager.
• Ability to handle confidential and sensitive information.
• Ability to communicate effectively on the telephone.
• Ability to relate to persons with diverse educational, socioeconomic and ethnic backgrounds.
• Ability to handle a “call Center” environment: work quickly and multi-task.
• Ability to demonstrate good customer service.
• Exhibits discretion and sound judgement in all aspects of the job.
• Represents UnityPoint Clinics in a professional manner.  Promotes positive interpersonal relations and serves as a role model within the department and with UnityPoint Clinic personnel. 
• Displays creativity and innovation when making recommendations for improvement in the delivery of services to the customer

Qualifications:

High school diploma or equivalent

1-year experience of phone computer and customer service

Preferred Qualifications:

1-2 years call center PSR experience

Associates or BSN