Patient Appointment Services Specialist

Mayo Clinic • Tempe, AZ

2d

About The Position

The Patient Appointment Services Specialist independently creates and schedules appointments in the electronic medical record for a complex, multispecialty medical practice. The role gathers patient-specific demographic and provider information to assess appointment requests and identify the appropriate appointment area. It also advises patients about co-payments, referral authorizations, and pre-service deposits, and collects guarantor and insurance details needed to help assess eligibility.

The specialist interacts with patients, customers, referring physicians, Mayo providers, allied health staff, and family members. The position requires applying Mayo policies concerning scheduling criteria and medical need, navigating multiple systems, and handling telephone calls, online requests, and fax requests. The specialist is expected to be available to or speaking with patients and healthcare professionals for 80 percent of the day and to service inquiries without consultation. Accuracy and thoroughness in patient-related activities, including electronic communication, are critical. Flexibility may include cross-coverage and travel depending on location. Hours may vary, and additional time or overtime may be required to meet workload requirements.

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; or an associate degree.
• If lacking relevant medical education or medical experience, successfully complete a Medical Terminology course within six months of employment.
• Customer-focused and service-oriented approach.
• Strong verbal and written communication skills.
• Ability to troubleshoot, solve problems, and balance conflicting demands.
• Independent decision-making and sound judgment.
• 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.
• Basic understanding of insurance terminology.

Responsibilities

• Independently create and schedule appointments in the electronic medical record for a complex, multispecialty medical practice.
• Gather patient-specific demographic and provider information to assess the nature of appointment requests and determine the appropriate appointment area.
• Advise patients about co-payments, referral authorizations, and pre-service deposits.
• Collect guarantor and insurance details needed to help assess patient eligibility.
• Interact with patients, customers, referring physicians, Mayo providers, allied health staff, and family members.
• Interpret and apply Mayo policies regarding scheduling criteria and medical need.
• Navigate multiple systems and manage telephone calls, online requests, and fax requests.
• Service inquiries without consultation while maintaining accuracy and thoroughness in patient-related activities and electronic communication.
• Provide cross-coverage and travel depending on location, as needed.

What This Job Offers

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