Contact Center Operations Coordinator

Mayo Clinic•Rochester, MN

1d•Hybrid

About The Position

For a contact center-focused role, the position will support a large outpatient practice contact center operational unit. Responsibilities include: Solution Design & Implementation : Collaborate with technical resources to develop and deploy contact center solutions, including omnichannel engagement, AI-driven interactions, telecommunications, and EHR/data integration. Technology Expertis e: Optimize contact center operations utilizing telecommunication technologies such as IVRs, Workforce Management, Call Recording, Speech Analytics, and CRM platforms to improve service delivery. Genesys Platform Optimization : Configure and support the management of the Genesys platform to streamline workflows and elevate patient experience. Operational Accuracy : Ensure a high-functioning system design for precise documentation, routing, and resolution of patient inquiries through integrated systems. Performance Monitoring : Leverage real-time monitoring tools to track key performance metrics and maintain service quality standards. Collaboration & Process Improvement : Collaborate with IT and Access Center leadership to identify opportunities for enhancements in CRM processes, while providing feedback on Genesys contact center workflows to improve overall operational performance.

Requirements

Bachelor’s Degree with 10 years of experience in healthcare or customer service field, 3 years of which include supervisory experience; or an Associate’s Degree with 13 years of experience in healthcare or customer service field, 3 years of which include supervisory experience; or High School diploma/GED with 15 years of experience in healthcare or customer service field, 3 years of which include supervisory experience.
Prior supervisory experience of 3 years is required.
Must have working knowledge of project management concepts and applications; expertise in consensus management, assessment and allocation of staffing resources, continuous improvement methodology and customer service.
Demonstrates team building and leadership skills and the ability to motivate and energize others while initiating and managing change in the implementation of new programs is required.
Exceptional organizational and human relation skills; strong verbal and written communication skills; problem solving and conflict management; coaching, and mentoring; computer analysis skills and an understanding of business processes are required.
Requires excellent decision-making and judgment capabilities.
Must have broad based knowledge of office support and computer systems along with spreadsheets, databases and software knowledge.
Requires availability to work from 6am-8pm CST and may require extended hours covering multiple time zones, holiday coverage and on-call responsibility one in every four weekends.
Position is a hybrid role requiring regular on-site attendance and qualified individuals will be within 70 miles of a Mayo destination practice.

Nice To Haves

Prefer Master’s Degree.
Prefer candidates with contact center experience at Mayo Clinic or externally at other contact centers.
Current or previous experience leading staff that schedule patient appointments within the last 3 years is preferred.
For work assignments with an international focus: multilingual candidates preferred, especially those fluent in Arabic.
Position will require periodic travel within the US and potentially internationally and support all Mayo locations.