Patient Appointment Services Specialist

Mayo Clinic•Young, 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 determine the appropriate appointment area; advises patients about co-payments, 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 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 speaking with patients and healthcare professionals 80 percent of the day and to address inquiries without consultation. Accuracy and thoroughness in patient-related work, including electronic communications, are critical. The role may require 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 of approximately two days per week. Employees must work onsite for at least six months to one year before teleworking 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, displaying 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 and able to meet onsite expectations approximately two days per week.
The position is not eligible for visa sponsorship or transfer; Mayo Clinic does not participate in the F-1 STEM OPT extension program.

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 appointment requests and identify the appropriate appointment area.
Advise patients about co-payments, referral authorizations, and pre-service deposits so they are prepared for procedures or visits.
Collect guarantor and insurance details 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 and scheduling workflows while handling telephone calls, online requests, and fax requests.
Respond to inquiries without consultation and maintain accuracy and thoroughness in patient-related activities, including electronic communication.
Provide cross-coverage and travel as needed, depending on location.
Meet workload requirements, including additional time or overtime when required.