Patient Appointment Services Specialist

Mayo Clinic•Austin, MN

2d•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 appointment requests and determine the appropriate appointment area; advises patients about copayments, referral authorizations, and pre-service deposits; and collects guarantor and insurance information to help assess patient eligibility. The specialist interacts with patients, customers, referring physicians, Mayo providers, allied health staff, and family members. The role applies Mayo policies concerning scheduling criteria and medical need, navigates multiple systems, and handles complex scheduling workflows and telephone, online, and fax requests. Specialists are expected to be available to or speaking with patients and healthcare professionals 80 percent of the day and to address inquiries without consultation. Accuracy and thoroughness in patient-related activities, including electronic communication, are essential. Flexibility may include cross-coverage and travel, depending on location. Telework may be eligible or required 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 live within 100 miles of a Mayo Clinic Health System campus for occasional onsite expectations based on business needs. The selection process may include an OnDemand prerecorded interview. The position is not eligible for visa sponsorship or transfer, and Mayo Clinic does not participate in the F-1 STEM OPT extension program.

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; or 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.
Ability to manage difficult and emotional situations, remain calm under stress, show 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 onsite expectations.
Must be able to meet variable hours and additional time or overtime requirements as workload requires.

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 demographic and provider information to assess the nature of appointment requests and determine the appropriate appointment area.
Advise patients about copayments, referral authorizations, and pre-service deposits so they are prepared for visits or procedures.
Collect guarantor and insurance details 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 manage complex scheduling workflows, including telephone, online, and fax requests.
Respond to inquiries without consultation and be available to or speaking with patients and healthcare professionals for 80 percent of the day.
Maintain accuracy and thoroughness in patient-related activities, including electronic communication.
Provide cross-coverage and travel as needed, depending on location.