Desk Operations Specialist

Mayo Clinic•Scottsdale, AZ

20h•Onsite

About The Position

The Desk Operations Specialist facilitates patient visits and supports the health care provider by anticipating and responding to patient needs and requests of the health care team. This role allows care providers to focus on patient care by coordinating details of patient visits, which can include: coordinating complex appointment schedules and daily activities of the care providers in a multispecialty medical practice, preparing patients, completing pre-examination record information, and managing the flow of patient materials. The specialist obtains or verifies patient demographics, medical insurance information, and properly advises patients of scheduling delays or changes to the appropriate individuals, serving as a direct contact and resource to the patient. They schedule and reschedule tests/consults requests from various venues of communication. Related administrative duties include processing ABN forms, insurance verification, and processing patient appointment communications and related materials. The role requires the ability to navigate through multiple electronic applications and devices, medical equipment, such as iPad/tablets, Text Reminder Notifications, and assisting patients in using Kiosks. Flexibility is required, which may include cross-coverage and travel depending on location. The specialist must be willing to adjust work schedules in response to department or clinical needs.

Requirements

High school diploma or GED
One year of customer service experience, such as administrative, physician's office, appointment scheduler or retail/service industry
Computer skills including Windows-based applications and intranet/internet use
Ability to keyboard and navigate through multiple applications
Successfully complete a Medical Terminology course within six months of employment (if not already completed)
Ability to work independently, be goal-directed and have strong organizational skills
Ability to effectively multitask without compromising quality
Ability to comprehend and excel in both verbal and written communication, including proper telephone etiquette, face-to-face interactions, and electronic communications
Ability to communicate with individuals and small groups with credibility and confidence
Ability to handle difficult situations, remain calm under stress, manage emotional situations, display empathy and maintain positive communication during a rapidly changing/dynamic environment
Ability to 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
Willingness to complete additional coursework upon hire

Nice To Haves

Associate's Degree and coursework in a healthcare related field (e.g., Administrative Clinic Assistant, Medical Office, Medical Assistant, Health Care/Medical Receptionist or comparable)
Exposure to electronic health record

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 details of patient visits
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
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
Performs related administrative duties such as processing ABN forms, insurance verification
Processes patient appointment communications and related materials
Navigates through multiple electronic applications and devices, medical equipment, examples include iPad/tablets, Text Reminder Notifications, and assisting patients in using Kiosks
May include cross-coverage and travel depending on location
Adjust work schedules in response to department or clinical needs
Manage and prioritize tasks simultaneously while working directly with patients who may exhibit diverse needs