Patient Service Specialist - Digital Ambassador

Mayo Clinic • Jacksonville, FL

131d

About The Position

The Patient Service Specialist (PSS) is essential in delivering an exceptional customer service experience, ensuring patients and visitors proceed efficiently through appointment check-in and clinic visits. The PSS manages patient appointments by conducting prompt and accurate arrival procedures and related scheduling activities. Acting as an ambassador for Mayo Clinic Bold Forward strategies, the PSS primarily supports digital check-in platforms when available and assists patients in navigating various program features and functionalities. Responsibilities primarily include staffing and monitoring department arrival reports and utilizing digital arrival technology such as iPads or handheld tablets and smartphone applications. Proficiency in using multiple electronic applications and devices is required. The PSS obtains and verifies patient demographics and insurance information and finalizes patient arrival workflows as needed. This position involves direct patient contact and continuous interaction with patients, visitors, physicians, nursing staff, and clinical support staff. It demands critical thinking abilities, strong attention to detail, and the capacity to prioritize tasks effectively in a fast-paced environment. The role also requires the ability to stand for extended periods. Adaptability and flexibility are necessary, as the PSS may work different shifts and support various departments within a collaborative team structure. Understanding logistics and its application to patient flow throughout the Mayo Clinic, including safe and secure transportation of patients within the campus, is expected. Additional duties include ensuring cleanliness and safety in patient-facing areas, coordinating with facilities and housekeeping services, and responding promptly to phone calls and electronic communications. Patient appointment scheduling may be part of the role. Other job-related responsibilities may be assigned by leadership, including training new employees.

Requirements

• High school diploma or GED.
• One year of customer service experience in administrative, physician's office, appointment scheduler, or retail/service industry.
• Computer skills including Windows-based applications and intranet/internet use.
• Ability to keyboard and navigate through multiple applications.
• Must complete a Medical Terminology course within six months of employment if not already completed.
• Ability to stand for prolonged periods.
• Problem solving, continuous improvement, and team building skills.
• Superior verbal and written communication skills.
• Ability to handle difficult situations and remain calm under stress.

Nice To Haves

• Associate Degree preferred.
• Experience in a healthcare field preferred.

Responsibilities

• Deliver exceptional customer service experience to patients and visitors.
• Manage patient appointments and conduct prompt and accurate arrival procedures.
• Support digital check-in platforms and assist patients with program features.
• Staff and monitor department arrival reports.
• Utilize digital arrival technology such as iPads or handheld tablets.
• Obtain and verify patient demographics and insurance information.
• Finalize patient arrival workflows as needed.
• Interact continuously with patients, visitors, physicians, nursing staff, and clinical support staff.
• Ensure cleanliness and safety in patient-facing areas.
• Coordinate with facilities and housekeeping services.
• Respond promptly to phone calls and electronic communications.
• Schedule patient appointments as needed.
• Train new employees as assigned by leadership.

What This Job Offers

• Industry: Hospitals
• Education Level: High school or GED