Patient Appointment Services Specialist- Research

Mayo Clinic•Jacksonville, FL

7d•$18 - $25•Hybrid

About The Position

Mayo Clinic is a top-ranked healthcare provider dedicated to patient needs and employee well-being. They offer competitive compensation, comprehensive benefits, and opportunities for continuing education and career advancement. This role involves independently registering patients, verifying insurance, and scheduling appointments within the electronic medical record for a complex, multispecialty practice. The specialist will gather patient demographics, verify insurance eligibility, and obtain provider information to assess requests and determine appropriate appointment areas. They will advise patients on referral authorizations, pre-service deposits, and preparation for their appointments. The role requires interaction with patients, referring physicians, Mayo providers, allied health staff, family members, and third-party vendors. Accurate interpretation and application of Mayo policies regarding scheduling criteria and medical need are essential. The specialist must navigate multiple systems simultaneously, manage telephone calls, specialty contract requests, online requests, fax requests, and internal departmental requests. Accuracy and thoroughness in all patient-related activities, including electronic communication, are critical. This includes requesting, obtaining, and reviewing medical records for appropriate scheduling. The role also involves empathically de-escalating patient concerns, advising on scheduling outcomes due to guidelines, and communicating timeframe expectations. Flexibility is required, potentially including cross-coverage and travel. The position may be eligible for or required to telework based on location, work unit, and business need. Hours may vary, and additional time or overtime may be required. Other duties as assigned. Visa sponsorship is not available.

Requirements

Associate degree or equivalent and minimum one year of customer service or scheduling experience in an environment requiring multi-tasking, such as a call center, administrative/physician's office, appointment scheduler, or retail/service industry OR High school diploma/GED and two years of customer service or scheduling experience.
Individuals without relevant medical education or medical experience will be required to successfully complete a Medical Terminology course within six months of employment.
Customer-focused, service-oriented.
Possess strong verbal/written communication skills.
Use critical thinking.
Solve problems.
Balance conflicting demands.
Independent decision making and sound judgment capabilities.
Strong attention to detail and follow-through.
Ability to work effectively in a fast-paced team environment.
Ability to manage difficult and emotional situations.
Remain calm under stress.
Display empathy and maintain positive communication.
Strong keyboarding and computer skills.
Demonstrates basic understanding of insurance terminology.

Nice To Haves

Epic experience
Scheduling experience as a Desk Operations, or Patient Appointment Services Specialist

Responsibilities

Independently register patients, verify insurance, and schedule appointments within the electronic medical record for a complex, multispecialty medical practice.
Gather patient-specific demographics, verify insurance eligibility, and obtain provider information to accurately assess the nature of the request and determine the appropriate appointment area.
Advise patients regarding the need for referral authorizations and/or pre-service deposits, as well as any prep information.
Respond to and interact with a variety of individuals including patients, customers, referring physicians, Mayo providers, allied health staff, family members, and third-party vendors.
Interpret and apply Mayo policies regarding scheduling criteria and medical need.
Navigate multiple systems simultaneously.
Be available or talking with patients or referring physician offices throughout the duration of the day.
Work with complex scheduling workflows and manage telephone calls, specialty contract requests, online requests, and/or fax requests, as well as internal departmental requests.
Ensure accuracy and thoroughness in all patient-related activities, including electronic communication.
Request, obtain, and review medical records to ensure patient is appropriately scheduled.
Empathically de-escalate patient concerns and advise patients of scheduling outcomes due to guidelines.
Advise patients of triage process and effectively communicate timeframe expectations.
Provide flexibility which may include cross-coverage and travel depending on location.
Perform other duties as assigned.