Part Time Desk Operations Specialist - Cardiovascular Surgery

Mayo Clinic•Rochester, MN

About The Position

The Desk Operations Specialist (DOS) facilitates patient visits and supports health care providers by anticipating and responding to patient needs and requests from the health care team. The role coordinates details of patient visits so care providers can focus on patient care, including complex appointment schedules and providers’ daily activities in a multispecialty medical practice. Duties may include preparing patients, completing pre-examination record information, and managing patient materials. The DOS obtains or verifies patient demographics and medical insurance information; advises patients and appropriate individuals about scheduling delays or changes; and serves as a direct patient contact and resource. The role prepares orders and schedules screening tests according to practice guidelines, measures and documents patient vital signs, schedules or reschedules tests and consults requested through various communication channels, and performs related administrative work such as processing ABN forms, verifying insurance, and handling appointment communications and materials. The role may assist with patient visits by helping with restroom use or clothing changes, placing apparatus on patients before examinations, removing IVs, or assisting a proceduralist during a procedure. The DOS navigates multiple electronic applications and devices, including tablets, text reminder notifications, and patient kiosks. The position may also support access and navigation activities, such as greeting patients and visitors, providing directions, verifying appointments or visitor status in the EHR, and following designated screening scripts and workflows. In this capacity, the DOS understands and enforces entrance-use policies, including masking and badging requirements, and engages security, nursing, and other multidisciplinary team members as needed. The role may also monitor patient and visitor flow and ensure policy compliance within the building. The position requires effective communication, excellent customer service, and conflict de-escalation skills. It requires flexibility, which may include cross-coverage and travel depending on location, and willingness to adjust work schedules in response to department or clinical needs. The DOS must be able to push or pull up to 75 pounds on occasion. Mayo Clinic will not sponsor or transfer visas for this position, including F1 OPT STEM.

Requirements

High school diploma or GED and 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 industry; alternatively, 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 effectively without compromising quality.
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, with energy and drive in performing daily responsibilities.
Flexibility and ability to adapt to a changing work environment and maintain job-related skills and activities.
Willingness to adjust work schedules in response to department or clinical needs.
Ability to manage and prioritize simultaneous tasks while working directly with patients with diverse needs.
Ability to push or pull up to 75 pounds on occasion.
Effective communication, excellent customer service, and conflict de-escalation skills.

Nice To Haves

Associate degree and coursework in a healthcare-related field, such as Administrative Clinic Assistant, Medical Office, Medical Assistant, Health Care/Medical Receptionist, or comparable.
Exposure to an electronic health record.
Basic Life Support (BLS), which may be required in some areas.

Responsibilities

Coordinate patient visits, complex appointment schedules, and care providers’ daily activities.
Prepare patients, complete pre-examination record information, and manage patient materials.
Obtain or verify patient demographic and medical insurance information.
Communicate scheduling delays or changes to patients and appropriate individuals, and serve as a direct patient contact and resource.
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 consults requested through various communication channels.
Process ABN forms, verify insurance, and handle patient appointment communications and related materials.
Assist with patient visits, which may include restroom or clothing-change assistance, placing apparatus before examinations, IV removal, and assisting a proceduralist during a procedure.
Navigate electronic applications and devices, including tablets, text reminder notifications, and patient kiosks, and assist patients with their use.
Greet patients and visitors, assist with navigation, verify appointments or visitor status in the EHR, and follow designated screening scripts and workflows.
Understand and enforce entrance-use policies, including masking and badging requirements; engage security, nursing, and other multidisciplinary team members as needed.
Monitor patient and visitor flow and ensure policy compliance within the building when assigned.
Adjust schedules and provide cross-coverage or travel as needed in response to departmental or clinical needs.