Desk Operations Specialist

About the role

Mayo Clinic is top-ranked in more specialties than any other care provider according to U.S. News & World Report. As we work together to put the needs of the patient first, we are also dedicated to our employees, investing in competitive compensation and comprehensive benefit plans – to take care of you and your family, now and in the future. And with continuing education and advancement opportunities at every turn, you can build a long, successful career with Mayo Clinic.

Responsibilities

• Facilitates patient visits and supports the health care provider by anticipating and responding to patient needs and requests of the health care team.
• Coordinates complex appointment schedules and daily activities of the care providers in a multispecialty medical practice.
• Prepares patients, completes pre-examination record information, manages the flow of patient materials.
• Obtains or verifies patient demographics, medical insurance information, and advises patients of scheduling delays or changes to the appropriate individuals.
• Serves as a direct contact and resource to the patient.
• Schedules and reschedules tests/consults requests from various venues of communication.
• Processes ABN forms, insurance verification, and patient appointment communications and related materials.
• Navigates through multiple electronic applications and devices, medical equipment, examples include iPad/tablets, Text Reminder Notifications, and assists patients in using Kiosks.
• Requires flexibility which may include cross-coverage and travel depending on location.
• Must be willing to adjust work schedules in response to department or clinical needs.

Qualifications

• High school diploma or GED and one year of customer service experience required, such as administrative, physician's office, appointment scheduler or retail/service industry.
• Requires computer skills including Windows-based applications and intranet/internet use with the ability to keyboard and navigate through multiple applications.
• Individuals that have not completed a Medical Terminology course will be required to successfully complete a Medical Terminology course within six months of employment.
• Associate's Degree and coursework in a healthcare related field is preferred (e.g., Administrative Clinic Assistant, Medical Office, Medical Assistant, Health Care/Medical Receptionist or comparable).
• Exposure to electronic health record preferred.
• Ability to work independently, be goal-directed and have strong organizational skills.
• Able to comprehend and excel in both verbal and written communication, including proper telephone etiquette, face-to-face interactions, and electronic communications.
• Able to communicate with individuals and small groups with credibility and confidence.
• Able to handle difficult situations, remain calm under stress, manage emotional situations, display empathy and maintain positive communication during a rapidly changing/dynamic environment.
• Turn problems into opportunities by developing innovative and creative solutions.
• Demonstrate a friendly, positive attitude, display energy and drive in performing daily responsibilities.
• Must be flexible as well as easily adapt to a changing work environment which will require ongoing maintenance of job-related skills/activities.
• Must be willing to adjust work schedules in response to department or clinical needs.
• Able to manage and prioritize tasks simultaneously while working directly with patients who may exhibit diverse needs.
• Basic Life Support (BLS) may be required in some areas.
• Individuals may also need to complete additional coursework upon hire.

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.
• Retail: Competitive retirement package to secure your future.