Client Solutions Tech Coordinator - MCL

Mayo Clinic • Rochester, MN

6d • Onsite

About The Position

As Client Solutions Technical Coordinator, you will be part of a team that is a Certified Center of Excellence through Benchmark Portal. You will provide high quality service in a high stress environment to a multi-site enterprise that continues to evolve in complexity. You will be supporting the following departments: Mayo Clinic Health System (MCHS), Department of Laboratory Medicine and Pathology (DLMP) with knowledge of over 3,000 tests and 58 unique labs requiring individualized processes, Mayo Clinic Laboratories (MCL) clients requiring knowledge of state and country laws and regulations, Occupational Health Services - Mayo Clinic - Rochester (MCR), Specialty Sales, Mayo Validation Support Services (MVSS), Center for Individualized Medicine, Bio Services, Healthcare Incident Command System (HICS). This position is for a high call volume customer contact center supporting Mayo Clinic Laboratories. Your working environment will be fast paced, and you'll have many shifting priorities. You will use your critical thinking skills to respond 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. You will resolve technical problems, obtaining additional information at the request of the laboratory to complete testing and ensure patient safety, and investigate new or unusual test requests. You will resolve a wide assortment of hardware/software technical problems, and coordinate problem resolutions with various departments and groups to include off hours and weekend on-call services. You will be managing client complaints and address issues in accordance with laws and regulations of HIPAA, CAP, CLIA, New York State, JACHO and other regulatory agencies. You will be responsible for notifying clients of reagent/assay performance or mechanical/technical issues, facilitating returning of samples, forwarding testing, writing credits, changing and/or canceling testing as determined by the client and DLMP. You will utilize upwards of 30 applications to make informed decisions and must be competent in various computer systems and responsible for system testing and Information Technology (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 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.
• Must be able 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.
• Able to work in a high stress, client focused environment with no downtime in each shift.

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

• Provide high quality service in a high stress environment to a multi-site enterprise.
• Support Mayo Clinic Health System (MCHS), Department of Laboratory Medicine and Pathology (DLMP), Mayo Clinic Laboratories (MCL) clients, Occupational Health Services - Mayo Clinic - Rochester (MCR), Specialty Sales, Mayo Validation Support Services (MVSS), Center for Individualized Medicine, Bio Services, Healthcare Incident Command System (HICS).
• Respond to a variety of technical issues from clients, patients, laboratory staff and physicians via phone, email, web messages, chat, fax, or mail.
• Make outbound critical test results, cancellations, revisions, and incoming defects to internal and external clientele.
• Resolve technical problems, obtaining additional information at the request of the laboratory to complete testing and ensure patient safety.
• Investigate new or unusual test requests.
• Resolve a wide assortment of hardware/software technical problems.
• Coordinate problem resolutions with various departments and groups to include off hours and weekend on-call services.
• Manage client complaints and address issues in accordance with laws and regulations of HIPAA, CAP, CLIA, New York State, JACHO and other regulatory agencies.
• Notify clients of reagent/assay performance or mechanical/technical issues.
• Facilitate returning of samples, forwarding testing, writing credits, changing and/or canceling testing as determined by the client and DLMP.
• Utilize upwards of 30 applications to make informed decisions.
• Be competent in various computer systems and responsible for system testing and Information Technology (IT) support.
• Complete 2 years in this role before being eligible to apply to other positions within Mayo Clinic.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree