Client Solutions Tech Coordinator - MCL
About The Position
The position is part of a team that is a Certified Center of Excellence through Benchmark Portal. Responsible for providing high quality service to multi-site enterprise that continues to evolve in complexity. Supports the following departments: MCHS, DLMP with knowledge of over 3,000 tests and 58 unique labs requiring individualized processes, MML clients requiring knowledge of state and country laws and regulations, Patient Release of Information, ability to speak with patients to deliver their results, Davita Laboratories, Occupational Health Services - MCR technical support and result notification, Specialty Sales - Direct to Physician Office initiatives, MVSS special studies, Exact Science, Center for Individualized Medicine Bio Services, HICS, and allied health staff in a very high stress environment. Critical thinking and responding to a variety of technical issues from clients, patients, laboratory staff and physicians via phone, email, web messages, chat, fax or mail. This includes but is not limited to; making outbound critical test results, cancellations, revisions and incoming defects to internal and external clientele. Able to resolve technical problems timely, obtaining additional information at the request of the laboratory to complete testing and ensure patient safety, and investigate new or unusual test requests. Assists in resolving a wide assortment of hardware/software technical problems, is able to coordinate problem resolutions with various departments and IS groups to include off hours and weekend on-call services. Manage client complaints and addresses issues in accordance to laws and regulations of HIPAA, CAP, CLIA, NY State, JACHO and other regulatory agencies. Responsible for notifying clients of reagent/assay performance or mechanical/technical issues, facilitating returning of testing, forwarding testing, writing credits, changing and/or canceling testing as determined by the client and DLMP. Utilize upwards of 30 applications in order to make informed decisions. Must be competent in various computer systems and responsible for system testing and IT support. Individuals hired to this position are required to complete 2 years in this role before being eligible to apply to other positions within Mayo Clinic. This position is not eligible for visa sponsorship; Also, Mayo Clinic DOES NOT participate in the F-1 STEM OPT extension program.
Requirements
- Bachelor’s degree or associate degree and 4 years relevant experience in customer service, healthcare or helpdesk/call center OR a high school diploma or equivalent and 6 years relevant experience in customer service, healthcare or helpdesk/call center.
- Include a cover letter and a resume.
- Ability to communicate/interact with all personalities and roles: physicians, pathologists, lab technicians, administrators, and patients.
- Self-motivated to work independently on multiple tasks as well as work in a team setting.
- Strong interpersonal human relation’s skills to accomplish goals through collaboration and coordination.
- Communicates in a direct, clear, and concise manner.
- Listens carefully and is understanding and maintains an approachable atmosphere.
- Strong organizational skills.
- Professional standards and conduct.
- Skillful in working with personal computer software, Microsoft Word/Excel and troubleshooting systems.
- Proficient in Medical Terminology.
- Ability to adapt to varied levels of workload and work with ever changing technology in a dynamic environment.
- Provides excellent customer service and technical support to internal and external customers and colleagues across multiple sites.
- Strong analytical skills.
- Manages ambiguous situations and determines appropriate course of action.
Nice To Haves
- DLMP/MCS employees that have been in their current lab/position for less than 2 years must attach an early release approval from their supervisor.
- Internal applicants must attach their three most recent performance appraisals to be considered for this position.
Responsibilities
- Providing high quality service to a multi-site enterprise.
- Supporting various departments including MCHS, DLMP, MML clients, Patient Release of Information, Davita Laboratories, Occupational Health Services, Specialty Sales, MVSS special studies, Exact Science, Center for Individualized Medicine Bio Services, HICS, and allied health staff.
- Responding to technical issues from clients, patients, laboratory staff, and physicians via multiple communication channels.
- Making outbound critical test results, cancellations, and revisions.
- Resolving technical problems in a timely manner.
- Obtaining additional information to complete testing and ensure patient safety.
- Investigating new or unusual test requests.
- Assisting in resolving hardware/software technical problems.
- Coordinating problem resolutions with various departments and IS groups, including off-hours and weekend on-call services.
- Managing client complaints and addressing issues in accordance with regulatory laws and regulations (HIPAA, CAP, CLIA, NY State, JACHO).
- Notifying clients of reagent/assay performance or mechanical/technical issues.
- Facilitating returning of samples, forwarding testing, writing credits, changing and/or canceling testing.
- Utilizing upwards of 30 applications to make informed decisions.
- Performing system testing and IT support.
- Completing 2 years in the role before being eligible to apply to other positions within Mayo Clinic.
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 to secure your future.
- Continuing education and advancement opportunities.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
Associate degree
