Patient Appointment Services Specialist
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 specialist gathers patient demographic and provider information to assess appointment requests and select the appropriate appointment area; advises patients about co-payments, referral authorizations, and pre-service deposits; and collects guarantor and insurance information to help assess eligibility. The role involves interaction with patients, customers, referring physicians, Mayo providers, allied health staff, and family members, and requires appropriate application of Mayo policies concerning scheduling criteria and medical need. The specialist navigates multiple systems and complex scheduling workflows while handling telephone calls, online requests, and fax requests. They are 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 communications, are critical. Flexibility may include cross-coverage and travel depending on location. The position may be eligible for or require telework based on location, work unit, and business need. Hours may vary, and additional time or overtime may be required to meet workload requirements. This is a hybrid position. The employee must be located within 100 miles of a Mayo Clinic Health System campus for occasional on-site expectations based on business needs.
Requirements
- High school diploma or GED and at least two years of customer service experience in an environment requiring multitasking, such as a call center, administrative or physician's office, appointment scheduling, or retail/service industry; alternatively, an associate degree.
- 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, 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.
- Must be located within 100 miles of a Mayo Clinic Health System campus for occasional on-site expectations.
- Not eligible for visa sponsorship or transfer; Mayo Clinic does not participate in the F-1 STEM OPT extension program.
Nice To Haves
- Completion of a medical terminology course.
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 appointment requests and determine the appropriate appointment area.
- Advise patients about co-payments, referral authorizations, and pre-service deposits so they are prepared for visits or procedures.
- Collect guarantor and insurance information needed to help assess patient eligibility.
- Interact with patients, customers, referring physicians, Mayo providers, allied health staff, and family members.
- Apply Mayo policies regarding scheduling criteria and medical need.
- Navigate multiple systems and complex scheduling workflows while handling telephone calls, online requests, and fax requests.
- Service inquiries without consultation and maintain availability to or communication with patients and healthcare professionals for 80 percent of the day.
- Ensure accuracy and thoroughness in patient-related activities, including electronic communications.
- Provide flexibility for cross-coverage and travel depending on location.
Benefits
- Medical coverage with multiple plan options.
- Dental coverage through Delta Dental or a reimbursement account for flexible coverage.
- Vision plan with a national network.
- Health Savings Account and Flexible Spending Account options for eligible expenses.
- Competitive retirement package.
- Continuing education and advancement opportunities.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
Associate degree
