Healthcare Support Specialist - Emergency Department

Mayo Clinic•Rochester, MN

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 role coordinates details of patient visits, prepares patients, completes pre-examination record information, manages patient materials, and serves as a direct contact and resource for patients. Duties may include coordinating complex appointment schedules and providers’ daily activities in a multispecialty medical practice; obtaining or verifying patient demographic and insurance information; advising appropriate individuals about scheduling delays or changes; preparing orders; scheduling screening tests; measuring and documenting patient vital signs; and scheduling or rescheduling tests and consultation requests. The HSS performs administrative tasks such as processing ABN forms, verifying insurance, and handling appointment communications and related materials. Patient-visit support may include helping patients with restroom use or clothing changes, placing apparatus before an exam, removing IVs, and assisting a proceduralist during a procedure. The role also involves using multiple electronic applications, devices, and medical equipment, including tablets, text reminder notifications, and patient kiosks. Depending on the assignment, the HSS may support patient access and navigation by greeting patients and visitors, providing directions, verifying appointments or visitor status in the EHR, and following screening scripts and process flows. Access and navigation duties may also include understanding and enforcing entrance-use policies, such as masking and badging; engaging security, nursing, and other multidisciplinary team members as needed; and monitoring patient and visitor flow. The role requires effective communication, excellent customer service, and conflict de-escalation skills. Flexibility may include cross-coverage and travel depending on location, and schedules may need to be adjusted in response to department or clinical needs. The position requires the ability to push or pull up to 75 pounds occasionally. 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; alternatively, 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, remain goal-directed, and demonstrate strong organizational skills.
Ability to multitask effectively without compromising quality.
Strong verbal and written communication skills, including telephone etiquette, face-to-face interaction, and electronic communication.
Ability to communicate credibly and confidently with individuals and small groups.
Ability to handle difficult situations, remain calm under stress, manage emotional situations, display 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, including ongoing maintenance of 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 occasionally.
Effective communication, excellent customer service, and conflict de-escalation skills.

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.
Additional coursework may be required upon hire.

Responsibilities

Facilitate patient visits and support healthcare providers by anticipating and responding to patient and care-team needs.
Coordinate appointment schedules and daily provider activities, prepare patients, complete pre-examination record information, and manage patient materials.
Obtain or verify patient demographics and medical insurance information, and advise appropriate individuals about scheduling delays or changes.
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, including restroom or clothing-change assistance, placing apparatus before exams, removing IVs, and potentially assisting proceduralists during procedures.
Navigate electronic applications, devices, and medical equipment, including tablets, text reminder notifications, and patient kiosks; assist patients with kiosks as needed.
When assigned to access and navigation, greet patients and visitors, provide navigation assistance, verify appointments or visitor status in the EHR, and follow designated screening scripts and processes.
Understand and enforce entrance-use and related policies, including masking and badging; engage security, nursing, and other multidisciplinary team members as needed.
Monitor patient and visitor flow within the building when assigned.
Adjust schedules in response to department or clinical needs and provide cross-coverage or travel depending on location.