Patient Appointment Services Specialist - Hematology/Oncology

Mayo Clinic•Phoenix, AZ

About The Position

The Patient Appointment Services Specialist is responsible for independently creating and scheduling appointments within the electronic medical record for a complex, multispecialty medical practice. This is supported by gathering patient-specific demographic and provider information to accurately assess the nature of the request and determine the appropriate appointment area; properly advising patients regarding the need for co-payments, referral authorizations, and/or pre-service deposits to ensure the patient arrives on time and is prepared for their procedure or visit; and collecting all Guarantor and insurance details needed to help assess patient eligibility. Through this process, the Patient Appointment Services Specialist responds to and interacts with a variety of individuals including patients, customers, referring physicians, Mayo providers, allied health staff and family members. Appropriate interpretation and application of Mayo policies regarding scheduling criteria and medical need are essential. To provide exceptional service, the Patient Appointment Services Specialist is required to navigate multiple systems simultaneously and is expected to be available or talking with patients and healthcare professionals 80 percent of the day, with the ability to service inquiries without consultation. This requires working with several complex scheduling work flows, managing telephone calls, online requests, and/or fax requests. Accuracy and thoroughness in all patient related activities including electronic communication, is critical. This role requires flexibility which may include cross-coverage and travel depending on location. Position may be eligible for and/or required to telework based on location, work unit and business need. For all positions it is required to be on-site for at least 6 months to one year before teleworking could be an option. Hours may vary and additional time or overtime may be required to meet workload requirements.

Requirements

High school diploma/GED and minimum two years’ customer service experience in an environment requiring multi-tasking, such as a call center, administrative/physician's office, appointment scheduler or retail/ service industry; OR Associate’s Degree.
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
Strong verbal/written communication skills
Ability to trouble shoot, problem solve and 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
Ability to remain calm under stress
Ability to display empathy and maintain positive communication
Strong keyboarding and computer skills
Demonstrates basic understanding of insurance terminology

Responsibilities

Creating and scheduling appointments within the electronic medical record
Gathering patient-specific demographic and provider information
Advising patients regarding co-payments, referral authorizations, and/or pre-service deposits
Collecting Guarantor and insurance details
Interacting with patients, customers, referring physicians, Mayo providers, allied health staff and family members
Interpreting and applying Mayo policies regarding scheduling criteria and medical need
Navigating multiple systems simultaneously
Managing telephone calls, online requests, and/or fax requests
Maintaining accuracy and thoroughness in all patient related activities including electronic communication
Cross-coverage and travel depending on location