Desk Operations Specialist - Radiology

Mayo Clinic•Rochester, MN

About The Position

The desk operations specialist (DOS) facilitates patient visits and supports the health care provider by anticipating and responding to patient needs and requests of the health care team. 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, managing the flow of patient materials. Obtains or verifies patient demographics, medical insurance information, and properly advises patients of scheduling delays or changes to the appropriate individuals, and serves as a direct contact and resource to the patient. Prepares orders and schedules screening tests following practice guidelines. Measures and documents patient vitals per practice guidelines. Schedules and reschedules tests/consults requests from various venues of communication. Performs related administrative duties such as processing ABN forms, insurance verification, as well as processes patient appointment communications and related materials. Assists with facilitation of patient visit, this may include restroom and/or clothing change assistance, placement of apparatus on patient prior to exam and IV removal and may assist the proceduralist during a procedure. . Able to navigate through multiple electronic applications and devices, medical equipment, examples include iPad/tablets, Text Reminder Notifications, and assisting patients in using Kiosks. This role may also support access and navigation activities, including greeting patients and visitors, assisting in navigation, verifying patient appointments and/or visitor status in the EHR, and following designated screening scripts and process flows. Additionally, the DOS working in access and navigation is responsible for understanding and enforcing entrance utilization and related policies (ex: masking, badging) and engaging security, nursing and other multidisciplinary team members as needed. May also be responsible for ensuring policy enforcement and monitoring patient and visitor flow within the building. Effective communication, excellent customer service, and conflict de-escalation skills are required. DOS must be able to push/pull up to 75 pounds on occasion. This role requires flexibility which may include cross-coverage and travel depending on location. Must be willing to adjust work schedules in response to department or clinical needs. Mayo Clinic will not sponsor or transfer visas for this position including F1 OPT STEM.

Requirements

High school diploma/GED and minimum two years’ customer service experience in an environment requiring multi-tasking, such as a call center, administrative/physician's office, appointment scheduler or retail/ service industry; OR Associate’s Degree.
Individuals without relevant medical education or medical experience will be required to successfully complete a Medical Terminology course within six months of employment.
Ability to work independently, be goal-directed and have strong organizational skills.
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.
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.
DOS must be able to push/pull up to 75 pounds on occasion.

Nice To Haves

Associate's Degree and coursework in a healthcare related field is preferred (e.g., Administrative Clinic Assistant, Medical Office, Medical Assistant, Health Care/Medical Receptionist or comparable).
Exposure to electronic health record preferred.
Basic Life Support (BLS) may be required in some areas.
Individuals may also need to complete additional coursework upon hire.

Responsibilities

facilitates patient visits
supports the health care provider by anticipating and responding to patient needs and requests of the health care team
coordinating complex appointment schedules and daily activities of the care providers in a multispecialty medical practice
preparing patients
completing pre-examination record information
managing 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
Prepares orders and schedules screening tests following practice guidelines
Measures and documents patient vitals per practice guidelines
Schedules and reschedules tests/consults requests from various venues of communication
processing ABN forms, insurance verification, as well as processes patient appointment communications and related materials
Assists with facilitation of patient visit, this may include restroom and/or clothing change assistance, placement of apparatus on patient prior to exam and IV removal and may assist the proceduralist during a procedure
navigate through multiple electronic applications and devices, medical equipment, examples include iPad/tablets, Text Reminder Notifications, and assisting patients in using Kiosks
greeting patients and visitors, assisting in navigation, verifying patient appointments and/or visitor status in the EHR, and following designated screening scripts and process flows
understanding and enforcing entrance utilization and related policies (ex: masking, badging) and engaging security, nursing and other multidisciplinary team members as needed
ensuring policy enforcement and monitoring patient and visitor flow within the building