Client Solutions Tech Coordinator - MCL

About the role

The Client Solutions Technical Coordinator I position is within Mayo Clinic, a leading healthcare provider known for its excellence in medical research and patient care. This role is part of a team that is a Certified Center of Excellence through Benchmark Portal, providing high-quality service in a fast-paced, multi-site environment.

Responsibilities

• Supports Mayo Clinic Health System (MCHS) and Department of Laboratory Medicine and Pathology (DLMP) with knowledge of over 3,000 tests and 58 unique labs.
• Works with Mayo Clinic Laboratories (MCL) clients, ensuring compliance with state and country laws and regulations.
• Provides technical support to Occupational Health Services - Mayo Clinic - Rochester (MCR).
• Supports Specialty Sales, Mayo Validation Support Services (MVSS), Center for Individualized Medicine, Bio Services, and Healthcare Incident Command System (HICS).
• Handles high call volume customer contacts, resolving technical issues and ensuring patient safety.
• Manages client complaints and coordinates problem resolutions with various departments, including off-hours and weekend on-call services.
• Notifies clients of reagent/assay performance or mechanical/technical issues, facilitates sample returns, and changes/cancels testing as needed.
• Utilizes multiple applications to make informed decisions and troubleshoot systems.

Qualifications

• Bachelor’s degree or associate’s degree and 4 years relevant experience in customer service, healthcare, or helpdesk/call center.
• High school diploma or equivalent and 6 years relevant experience in customer service, healthcare, or helpdesk/call center.
• Ability to communicate and interact with all personalities and roles, including physicians, pathologists, lab technicians, administrators, and patients.
• Strong interpersonal and human relations skills, self-motivated, and able to work independently and in a team setting.
• Proficient in medical terminology and adaptable to varying workloads and technology changes.
• Excellent customer service and technical support skills, strong analytical abilities, and ability to manage ambiguous situations.

Benefits

• Medical: Multiple plan options.
• Dental: Delta Dental or reimbursement account for flexible coverage.
• Vision: Affordable plan with national network.
• Pre-Tax Savings: HSA and FSAs for eligible expenses.
• Retirement: Competitive retirement package.

Pay and Schedule

Compensation range: $24.55 - $35.65/hour. Benefits eligible. Full-time, rotating 3-week schedule including weekdays and some weekends. Shifts: 3:30 PM - 12:00 AM or 12:00 PM - 10:30 PM, with weekend shifts required. Internationally, Mayo Clinic operates at three main campuses and several international locations, fostering a supportive work environment for its diverse workforce.