Patient Appointment Services Specialist

Mayo Clinic • Phoenix, AZ

2d • $22 - $31 • Hybrid

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 demographic and provider information to assess requests and select the appropriate appointment area; advises patients about copayments, referral authorizations, and pre-service deposits; and collects guarantor and insurance information 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 scheduling policies and medical-need criteria, navigating multiple systems, and handling complex scheduling workflows across 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 independently. Accuracy and thoroughness in patient-related activities, including electronic communication, are essential.

The role may require flexibility, cross-coverage, and travel depending on location. It is a hybrid position located within 100 miles of the Mayo Clinic Phoenix, Arizona campus, with onsite expectations approximately two days per week. Telework may be eligible or required depending on location, work unit, and business need, but employees must work onsite for at least six months to one year before telework may be an option. 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; alternatively, an associate degree.
• Candidates without relevant medical education or medical experience must 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 and manage difficult or emotional situations while remaining calm under stress, demonstrating empathy, and maintaining positive communication.
• Strong keyboarding and computer skills.
• Basic understanding of insurance terminology.
• Must be located within 100 miles of the Mayo Clinic Phoenix, Arizona campus for onsite expectations approximately two days per week.
• Ability to work onsite for at least six months to one year before teleworking may be an option.
• Not eligible for visa sponsorship or transfer; Mayo Clinic does not participate in the F-1 STEM OPT extension program.

Responsibilities

• 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 copayments, referral authorizations, and pre-service deposits so they are prepared for procedures or visits.
• 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.
• Interpret and apply Mayo policies regarding scheduling criteria and medical need.
• Navigate multiple systems while managing complex scheduling workflows and inquiries received by telephone, online, and fax.
• Service inquiries independently while maintaining accuracy and thoroughness in patient-related activities and electronic communications.
• Provide cross-coverage and travel as needed, depending on location.

Benefits

• Multiple medical plan options.
• Dental coverage through Delta Dental or a reimbursement account for flexible coverage.
• Affordable vision plan with a national network.
• Health savings account and flexible spending accounts for eligible expenses.
• Competitive retirement package.
• Continuing education and advancement opportunities.

What This Job Offers

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