Patient Experience Representative

Mayo Clinic • Phoenix, AZ

11h • Onsite

About The Position

The Patient Experience Representative serves as an intake specialist and liaison between the patients/family members and Mayo Clinic. Responsible to answer the phone line as assigned, document and address concerns, and facilitate communication to resolve perceived concerns or questions for the benefit of both the patient and Mayo Clinic. The Patient Experience Representative may be assigned to other duties and responsibilities to facilitate effective resolution of patient concerns and processing of complaints, grievances, compliments and suggestions. Provides customer service support in a variety of operational functions. This vacancy is not eligible for sponsorship / we will not sponsor or transfer visas for this position. 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.

Requirements

• High School diploma or equivalent required.
• Minimum of two years work experience in healthcare setting or customer service experience such as a call center, administrative or physician's office, appointment scheduler or retail/service industry.
• Must display strong relationship centered interpersonal skills: listening, speaking, rapport building, empathy, conflict resolution, facilitation, problem solving and crisis intervention.
• Must have strong documentation and data entry skills.
• Ability to work autonomously, as appropriate, and in collaboration with the Patient Experience team, physicians, administrators, support supervisors, allied health staff, and Patient Financial Services.
• Confidentiality, professionalism, and organizational skills required.
• Able to tolerate an ambiguous, fast-paced, demanding and constantly changing work environment.
• Must possess information systems technology skills: Microsoft Word, Midas Plus, EMR, and Internet/Intranet.

Nice To Haves

• Two years of post-secondary education preferred.

Responsibilities

• Serve as an intake specialist and liaison between patients/family members and Mayo Clinic.
• Answer assigned phone lines.
• Document and address patient concerns.
• Facilitate communication to resolve perceived concerns or questions.
• Perform other duties and responsibilities to facilitate effective resolution of patient concerns and processing of complaints, grievances, compliments and suggestions.
• Provide customer service support in a variety of operational functions.

What This Job Offers

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