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 appointment schedules and daily activities, prepares patients, completes pre-examination records, manages patient materials, verifies demographic and insurance information, communicates scheduling changes, and serves as a direct patient contact. Duties also include preparing orders, scheduling screening tests, measuring and documenting vital signs, scheduling or rescheduling tests and consultations, processing ABN forms and insurance verifications, and handling appointment communications.

The HSS may assist patients with restroom use or clothing changes, place equipment on patients before examinations, remove IVs, and assist proceduralists during procedures. The role uses electronic applications, devices, medical equipment, tablets, text reminders, and patient kiosks.

Depending on assignment, the position may support access and navigation by greeting patients and visitors, helping with navigation, verifying appointments or visitor status in the EHR, following screening scripts, enforcing entrance policies, engaging security and clinical team members when needed, and monitoring patient and visitor flow. The role requires effective communication, customer service, conflict de-escalation, flexibility, and willingness to adjust schedules to departmental or clinical needs. Cross-coverage and travel may be required depending on location.

Requirements

• High school diploma or GED plus 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.
• Applicants without relevant medical education or medical experience must successfully complete a Medical Terminology course within six months of employment.
• Ability to work independently, be goal-directed, and maintain 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.
• 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, or 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 and complete pre-examination record information.
• Manage patient materials and obtain or verify patient demographic and medical insurance information.
• Advise patients and appropriate individuals about scheduling delays or changes.
• Prepare orders and schedule screening tests in accordance with 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 administrative duties including ABN forms, insurance verification, appointment communications, and related materials.
• Assist with patient visits, which may include restroom or clothing-change assistance, placing apparatus before an exam, removing IVs, and assisting proceduralists during procedures.
• Help patients use electronic devices and applications, including tablets, text reminder notifications, and kiosks.
• As assigned, greet patients and visitors, assist with navigation, verify appointment or visitor status in the EHR, and follow screening scripts and process flows.
• As assigned, enforce entrance-use and related policies, engage security and multidisciplinary team members as needed, and monitor patient and visitor flow.
• Adjust work schedules in response to department or clinical needs and provide cross-coverage or travel as required by 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 Accounts for eligible expenses.
• Competitive retirement package.
• Competitive compensation and comprehensive benefit plans.
• Continuing education and advancement opportunities.

What This Job Offers

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