Healthcare Support Specialist - Emergency Department

Mayo Clinic • Rochester, MN

7d • $22 - $30

About The Position

The Healthcare Support Specialist (HSS) facilitates patient visits and supports healthcare providers by anticipating and responding to patient and care-team needs. The role coordinates visit details, including complex appointment schedules and providers’ daily activities, prepares patients, completes pre-examination record information, and manages patient materials. The HSS obtains or verifies patient demographic and insurance information, communicates scheduling delays or changes to appropriate individuals, and serves as a direct contact and resource for patients. The role prepares orders, schedules screening tests in accordance with practice guidelines, measures and documents patient vital signs, schedules and reschedules tests and consultations, and completes related administrative duties such as processing ABN forms, verifying insurance, and handling patient appointment communications.

Patient-visit support may include assisting with restroom use or clothing changes, placing apparatus on patients before examinations, removing IVs, and assisting proceduralists during procedures. The HSS navigates multiple electronic applications and devices, medical equipment, tablets, text reminder notifications, and patient kiosks.

Depending on the assignment, the role may also support access and navigation by greeting patients and visitors, providing directions, verifying appointments or visitor status in the EHR, following screening scripts and process flows, enforcing entrance-use and related policies, and monitoring patient and visitor flow. The HSS may engage security, nursing, and other multidisciplinary team members as needed. Effective communication, customer service, and conflict de-escalation skills are required. The position requires occasional pushing or pulling of up to 75 pounds, flexibility for cross-coverage and travel depending on location, and willingness to adjust work schedules in response to department or clinical needs. Mayo Clinic will not sponsor or transfer visas for this position, including F-1 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; or an associate degree.
• Individuals without relevant medical education or experience must successfully complete a Medical Terminology course within six months of employment.
• Ability to work independently, be goal-directed, and demonstrate strong organizational skills.
• Ability to multitask without compromising quality.
• Strong verbal and written communication skills, including telephone etiquette, face-to-face communication, 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, 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 who may have diverse needs.
• Ability to push or pull up to 75 pounds on occasion.
• Basic Life Support (BLS) may be required in some areas; additional coursework may also be required upon hire.

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.

Responsibilities

• Facilitate patient visits and support healthcare providers by anticipating and responding to patient and care-team needs.
• Coordinate complex appointment schedules and 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, 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 consultation requests received 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 proceduralists during procedures.
• Use electronic applications, devices, medical equipment, tablets, text reminder notifications, and patient kiosks.
• As assigned, greet patients and visitors, assist with navigation, verify appointments or visitor status in the EHR, and follow designated screening scripts and process flows.
• As assigned, enforce entrance-use and related policies, monitor patient and visitor flow, and engage security, nursing, and other multidisciplinary team members as needed.
• Provide effective customer service and use conflict de-escalation skills.
• Adjust work schedules to meet department or clinical needs and provide cross-coverage or travel depending on location.

Benefits

• Multiple medical plan options.
• Dental coverage through Delta Dental or a reimbursement account for flexible coverage.
• Vision plan with a national network.
• Health Savings Account and Flexible Spending Account options for eligible expenses.
• Competitive retirement package.
• Continuing education and advancement opportunities.

What This Job Offers

• Job Type: Full-time
• Education Level: High school or GED