Desk Operations Specialist

Mayo Clinic•La Crosse, WI

5d•Hybrid

About The Position

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. 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. 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 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.

Requirements

High school diploma or GED.
One year of customer service experience (e.g., 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.
Ability to work independently.
Goal-directed with strong organizational skills.
Ability to effectively multitask without compromising quality.
Ability to comprehend and excel in both verbal and written communication.
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 and easily adapt to a changing work environment.
Willingness to adjust work schedules in response to department or clinical needs.

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).
Completion of a Medical Terminology course.
Exposure to electronic health record.
Basic Life Support (BLS) may be required in some areas.
Individuals may also need to complete additional coursework upon hire.

Responsibilities

Facilitate patient visits and support healthcare providers.
Anticipate and respond to patient needs and requests.
Coordinate complex appointment schedules and daily activities of care providers.
Prepare patients and complete pre-examination record information.
Manage the flow of patient materials.
Obtain or verify patient demographics and medical insurance information.
Advise patients of scheduling delays or changes.
Serve as a direct contact and resource to the patient.
Schedule and reschedule tests/consults.
Process ABN forms and insurance verification.
Process patient appointment communications and related materials.
Navigate through multiple electronic applications and devices, and medical equipment.
Assist patients in using Kiosks.
Cross-cover 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.