Part Time Desk Operations Specialist - Cardiovascular Surgery

Mayo Clinic•Rochester, MN

4d•$22 - $30

About The Position

The Desk Operations Specialist (DOS) facilitates patient visits and supports health care providers by anticipating and responding to patient and care-team needs. The role coordinates patient-visit details, which may include complex appointment schedules and provider activities in a multispecialty medical practice, preparing patients, completing pre-examination record information, and managing patient materials. The DOS obtains or verifies patient demographics and insurance information, communicates scheduling delays or changes, serves as a direct patient contact, prepares orders, schedules screening tests, measures and documents vitals, schedules or reschedules tests and consultations, and performs related administrative work such as processing ABN forms and insurance verification. Visit support may include restroom or clothing-change assistance, placing apparatus before an exam, removing IVs, and assisting a proceduralist during a procedure. The DOS uses multiple electronic applications, devices, and medical equipment, and may help patients use kiosks. The role may also support access and navigation by greeting patients and visitors, assisting with navigation, verifying appointments or visitor status in the EHR, and following screening scripts and processes. In this capacity, the DOS understands and enforces entrance-use policies, such as masking and badging, and engages security, nursing, and other multidisciplinary team members as needed. The role may monitor and help manage patient and visitor flow within the building. Flexibility is required, including possible cross-coverage and travel depending on location, and schedules may need to adjust to department or clinical needs. The position requires occasional pushing or pulling of up to 75 pounds.

Requirements

High school diploma or GED plus at least two years of customer service experience in a multitasking environment, such as a call center, administrative or physician's office, appointment scheduling, or retail/service; OR an associate degree.
Individuals without relevant medical education or medical experience must successfully complete a Medical Terminology course within six months of employment.
Ability to work independently, remain goal-directed, and demonstrate strong organizational skills.
Ability to multitask without compromising quality and to manage and prioritize simultaneous tasks while working directly with patients with diverse needs.
Strong verbal and written communication skills, including telephone etiquette, face-to-face interactions, and electronic communications.
Ability to communicate credibly and confidently with individuals and small groups.
Ability to handle difficult situations, remain calm under stress, manage emotional situations, show empathy, and maintain positive communication in a rapidly changing environment.
Ability to develop innovative and creative solutions to problems.
Friendly, positive attitude and energy and drive in performing daily responsibilities.
Flexibility and ability to adapt to a changing work environment and maintain job-related skills.
Willingness to adjust work schedules in response to department or clinical needs.
Ability to push or pull up to 75 pounds on occasion.
Basic Life Support (BLS) may be required in some areas.
May need to complete additional coursework upon hire.

Nice To Haves

Associate degree and coursework in a health care-related field, such as Administrative Clinic Assistant, Medical Office, Medical Assistant, Health Care/Medical Receptionist, or comparable.
Exposure to an electronic health record.

Responsibilities

Facilitate patient visits and support health care providers by anticipating and responding to patient and care-team needs.
Coordinate complex appointment schedules, provider activities, patient preparation, pre-examination records, and patient materials.
Obtain or verify patient demographics and medical insurance information, and communicate scheduling delays or changes to appropriate individuals.
Serve as a direct contact and resource for patients.
Prepare orders and schedule screening tests according to practice guidelines.
Measure and document patient vital signs according to practice guidelines.
Schedule and reschedule tests and consultation requests received through various communication channels.
Perform administrative duties, including processing ABN forms, insurance verification, and patient appointment communications and materials.
Assist with patient visits, which may include restroom or clothing-change assistance, placing apparatus before exams, removing IVs, and assisting proceduralists during procedures.
Navigate electronic applications, devices, and medical equipment, and assist patients with tools such as kiosks.
As applicable, greet and direct patients and visitors, verify appointments or visitor status in the EHR, and follow screening scripts and workflows.
As applicable, understand and enforce entrance-use policies, engage security, nursing, and other multidisciplinary team members as needed, and monitor patient and visitor flow.
Adjust schedules as needed for department or clinical needs and provide cross-coverage or travel depending on location.