Patient Appointment Services Specialist - Multiple Departments

Mayo Clinic • Rochester, MN

10d • Hybrid

About The Position

Patient appointment services specialists (PASS) facilitate patient visits and support health care providers by anticipating and responding to patient needs and requests of the health care team. As a PASS, you will use patient-specific information to accurately determine the nature of an appointment request and independently schedule and confirm patient appointments. You will be expected to: Utilize strong technical skills to navigate electronic tools to determine accurate appointment scheduling. Multi-task across multiple computer resources to update patient electronic health information (For example; insurance). Coordinate complex scheduling which may include multi-specialty itineraries. Leverage phone etiquette and customer service skills to accurately communicate with patients and the health care team. Work schedules are primarily day shifts, Monday through Friday. This is a hybrid position and the individual must be located within 100 miles of the Mayo Clinic in Rochester. Hybrid work in OAM means employees primarily work remotely, with limited and infrequent on-site requirements. Most on-site attendance is driven by operational needs, such as power, internet, or technology outages that prevent remote work. Employees are expected to maintain a contingency plan and have the ability to report to an approved Mayo Clinic work location when necessary to support business continuity. Hours may vary and additional time or overtime may be required to meet workload requirements. Specific work unit placement is not guaranteed. During the selection process, you may participate in an OnDemand (pre-recorded) interview that you can complete at your convenience. During the OnDemand interview, a question will appear on your screen, and you will have time to consider each question before responding. You will have the opportunity to re-record your answer to each question - Mayo Clinic will only see the final recording. The complete interview will be reviewed by a Mayo Clinic staff member and you will be notified of next steps. Mayo Clinic will not sponsor or transfer visas for this position including F1 OPT STEM. This posting is for applicants external to Mayo Clinic only. Internal candidates please search for Patient Appointment Services Specialist in the internal Opportunity Marketplace.

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.
• Qualified candidates must be customer-focused, service-oriented, possess strong verbal/written communication skills, and have the ability to trouble shoot, problem solve and balance conflicting demands.
• Role requires independent decision making and sound judgment capabilities, with a strong attention to detail and follow through.
• A demonstrated ability to work effectively in a fast-paced team environment, manage difficult and emotional situations, remains calm under stress, display empathy and maintain positive communication is also required.
• Must have strong keyboarding and computer skills.
• Demonstrates basic understanding of insurance terminology.

Responsibilities

• Utilize strong technical skills to navigate electronic tools to determine accurate appointment scheduling
• Multi-task across multiple computer resources to update patient electronic health information (For example; insurance)
• Coordinate complex scheduling which may include multi-specialty itineraries
• Leverage phone etiquette and customer service skills to accurately communicate with patients and the health care team

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree