Healthcare Support Specialist - Emergency Department

Mayo Clinic•Rochester, MN

12h•Hybrid

About The Position

The Healthcare Support Specialist (HSS) 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 stat in the EHR, and following designated screening scripts and process flows. Additionally, the HSS 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. Healthcare Support Specialists 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

Effective communication skills.
Excellent customer service skills.
Conflict de-escalation skills.
Ability to push/pull up to 75 pounds on occasion.
Flexibility which may include cross-coverage and travel depending on location.
Willingness to adjust work schedules in response to department or clinical needs.

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 complex appointment schedules and daily activities of care providers.
Prepares patients and completes pre-examination record information.
Manages the flow of patient materials.
Obtains or verifies patient demographics and medical insurance information.
Advises patients of scheduling delays or changes.
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 administrative duties such as processing ABN forms and insurance verification.
Processes patient appointment communications and related materials.
Assists with facilitation of patient visit, including restroom and/or clothing change assistance, placement of apparatus on patient prior to exam and IV removal.
May assist the proceduralist during a procedure.
Navigates through multiple electronic applications and devices, and medical equipment (e.g., iPad/tablets, Text Reminder Notifications).
Assists patients in using Kiosks.
Greets patients and visitors.
Assists in navigation.
Verifies patient appointments and/or visitor status in the EHR.
Follows designated screening scripts and process flows.
Understands and enforces entrance utilization and related policies (e.g., masking, badging).
Engages security, nursing, and other multidisciplinary team members as needed.
Ensures policy enforcement and monitors patient and visitor flow within the building.