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 needs and requests from the care team. The HSS coordinates details of patient visits so providers can focus on care. Duties may include coordinating complex appointment schedules and providers’ daily activities in a multispecialty practice, preparing patients, completing pre-examination record information, and managing 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 patient contact and resource. The role also includes preparing orders, scheduling screening tests, measuring and documenting patient vital signs, scheduling or rescheduling tests and consultations, and completing administrative tasks such as processing ABN forms, verifying insurance, and handling appointment communications.

The HSS may assist with patient visits by helping with restroom use or clothing changes, placing apparatus before examinations, removing IVs, and assisting proceduralists. The role involves navigating electronic applications, devices, and medical equipment, including tablets, text reminder notifications, and patient kiosks.

Depending on the assignment, the role may include access and navigation activities such as greeting patients and visitors, helping them navigate the facility, verifying appointments or visitor status in the EHR, and following screening scripts and workflows. The HSS may enforce entrance-use and related policies, engage security, nursing, and other team members as needed, and monitor patient and visitor flow. Effective communication, customer service, and conflict de-escalation skills are required. The role requires the ability to push or pull up to 75 pounds on occasion, flexibility for cross-coverage and travel depending on location, and willingness to adjust work schedules to meet department or clinical needs. Mayo Clinic will not sponsor or transfer visas for this position, including F1 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; alternatively, an associate degree.
• If lacking relevant medical education or experience, 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 and to manage and prioritize simultaneous tasks while working directly with patients with diverse needs.
• 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, demonstrate 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 push or pull up to 75 pounds on occasion.
• Effective customer service and conflict de-escalation skills for access and navigation assignments.

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.
• Basic Life Support (BLS) may be required in some areas.

Responsibilities

• Facilitate patient visits and support healthcare providers by anticipating and responding to patient and care-team needs.
• Coordinate complex appointment schedules and provider activities in a multispecialty practice.
• 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 to appropriate individuals.
• Serve as a direct contact and resource for patients.
• Prepare orders and schedule screening tests in accordance with practice guidelines.
• Measure and document patient vital signs in accordance with practice guidelines.
• Schedule and reschedule test and consultation requests received through various communication channels.
• Perform administrative duties, including processing ABN forms, verifying insurance, and handling appointment communications and related materials.
• Assist patients during visits, which may include restroom or clothing-change assistance, placing apparatus before examinations, removing IVs, and assisting proceduralists during procedures.
• Use multiple electronic applications and devices, medical equipment, tablets, text reminder notifications, and patient kiosks.
• When assigned to access and navigation, greet patients and visitors, assist with navigation, verify appointments or visitor status in the EHR, and follow designated screening scripts and processes.
• Understand and enforce entrance-use and related policies, engage security, nursing, and other multidisciplinary team members as needed, and monitor patient and visitor flow.
• Adjust work schedules in response to department or clinical needs; provide cross-coverage and travel depending on location.

Benefits

• Multiple medical plan options.
• Dental coverage through Delta Dental or a reimbursement account for flexible coverage.
• Affordable vision plan with a national network.
• HSA and FSAs for eligible expenses.
• Competitive retirement package.

What This Job Offers

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