Lead - Desk Operations Specialist SEMN Remote Team/NVC

Mayo Clinic • Lake City, MN

9d • Remote

About The Position

Assists as a member of the management team in support of overall strategy to
continuously optimize desk operations practice efficiency. Provides oversight
for daily activities as directed by the work unit supervisor or assistant
supervisor. Works closely with Desk Operations Specialists, providers, and
members of the care team to assist in optimizing the use of all supporting tools
and is the subject matter expert (SME) in all desk related activities and
functions within their respective division or dept. Works to continuously
optimize practice efficiency through use of electronic environment tools,
electronic health record (EHR) system, and associated workflows, including but
not limited to extensive knowledge of check in, check out, rooming, and
scheduling as well as non-visit care support. Assist Desk Operations
Specialists, providers and other care team members with daily patient care.
Creates and assists with writing work unit guidelines and SOP’s. Assists the
work unit supervisor/assistant supervisor in performing quality review to ensure
that the division/department is meeting expected quality and service standards
in their dept/division; (ex: check in wait times, workqueue monitoring, service
excellence, electronic messaging turn-around time, etc.). Identifies slots that
are unfilled and need to be acted upon, reviewing fill rates and ensuring
appropriate calendaring with the right patient scheduled in the right slot.
Possesses a troubleshooting mindset for systems, including EHR, customer
relationship management (CRM). Is an integral staff member who brings ideas
forward for practice/process operational improvements and assists with project
scoping. Identifies technical and soft skill gaps within the Desk Operations
team and serves as a panel member for interviews of Desk Operations Specialists
and other positions within the division or dept. as needed. Must provide
excellent communication skills (verbal and in writing), including using empathic
communication strategies while demonstrating professional examples for staff to
follow. Routinely serves as a resource and mentor to others as opportunities
arise. Strong organizational and communication skills and a commitment to
quality and excellence in service are important components of the role.

This Lead eDOS position will support a team of 11 remote Patient Access Service
Specialists who assist in workqueue and inbasket management across the state of
Minnesota. This role is primarily a remote position; however, it may be called
upon to assist on-site during critical staffing.

Requirements

• Excellent communication skills (verbal and in writing)
• Strong organizational skills
• Commitment to quality and excellence in service

Responsibilities

• Assists as a member of the management team in support of overall strategy to continuously optimize desk operations practice efficiency.
• Provides oversight for daily activities as directed by the work unit supervisor or assistant supervisor.
• Works closely with Desk Operations Specialists, providers, and members of the care team to assist in optimizing the use of all supporting tools and is the subject matter expert (SME) in all desk related activities and functions within their respective division or dept.
• Works to continuously optimize practice efficiency through use of electronic environment tools, electronic health record (EHR) system, and associated workflows, including but not limited to extensive knowledge of check in, check out, rooming, and scheduling as well as non-visit care support.
• Assist Desk Operations Specialists, providers and other care team members with daily patient care.
• Creates and assists with writing work unit guidelines and SOP’s.
• Assists the work unit supervisor/assistant supervisor in performing quality review to ensure that the division/department is meeting expected quality and service standards in their dept/division; (ex: check in wait times, workqueue monitoring, service excellence, electronic messaging turn-around time, etc.).
• Identifies slots that are unfilled and need to be acted upon, reviewing fill rates and ensuring appropriate calendaring with the right patient scheduled in the right slot.
• Possesses a troubleshooting mindset for systems, including EHR, customer relationship management (CRM).
• Is an integral staff member who brings ideas forward for practice/process operational improvements and assists with project scoping.
• Identifies technical and soft skill gaps within the Desk Operations team and serves as a panel member for interviews of Desk Operations Specialists and other positions within the division or dept. as needed.
• Must provide excellent communication skills (verbal and in writing), including using empathic communication strategies while demonstrating professional examples for staff to follow.
• Routinely serves as a resource and mentor to others as opportunities arise.

Benefits

• Medical: Multiple plan options.
• Dental: Delta Dental or reimbursement account for flexible coverage.
• Vision: Affordable plan with national network.
• Pre-Tax Savings: HSA and FSAs for eligible expenses.
• Retirement: Competitive retirement package to secure your future.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed
• Number of Employees: 5,001-10,000 employees