Patient Appointment Services Specialist

Mayo Clinic • Tempe, AZ

2d • $22 - $31

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 determine the appropriate appointment area. They advise patients about co-payments, referral authorizations, and pre-service deposits, and collect guarantor and insurance details to help assess eligibility.

The role involves interacting with patients, customers, referring physicians, Mayo providers, allied health staff, and family members. It requires interpreting and applying Mayo policies on scheduling criteria and medical need, navigating multiple systems, and handling complex scheduling workflows through telephone calls, online requests, and fax requests. The specialist is expected to be available to or talking with patients and healthcare professionals 80 percent of the day and to handle 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. 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’s degree.
• Individuals 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.
• Ability to demonstrate 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 requests and determine the appropriate appointment area.
• Advise patients about co-payments, referral authorizations, and pre-service deposits so they are prepared for appointments or procedures.
• Collect guarantor and insurance details to help assess patient eligibility.
• Respond to and 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 complex scheduling workflows.
• Handle telephone calls, online requests, and fax requests, and service inquiries without consultation.
• Maintain accuracy and thoroughness in patient-related activities, including electronic communication.
• Provide cross-coverage and travel depending on location, as needed.

Benefits

• Multiple medical 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 Accounts for eligible expenses.
• Competitive retirement package.
• Competitive compensation and comprehensive benefit plans.
• Continuing education and advancement opportunities.

What This Job Offers

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