Precertification and Authorization Rep-Supplemental/PRN-Hybrid

Mayo Clinic•Rochester, MN

10d•$22 - $34•Hybrid

About The Position

The Precertification and Authorization Call Center Representative is an intermediate-level role responsible for supporting referral, precertification, and prior authorization workflows within a high-volume call center environment. This position serves as a key point of contact for insurance payers, physician offices, and patients, facilitating timely communication and coordination throughout the authorization process. While team members do not directly initiate or submit authorizations, they provide critical operational support by managing inbound calls, addressing inquiries, gathering and communicating necessary information, and coordinating next steps with appropriate departments and clinical practices. Team members support more than 23 Prior Authorization specialty skills, requiring the ability to navigate diverse workflows, systems, and departmental processes while adapting to varying customer and authorization needs. Success in this role requires strong communication and customer service skills, adaptability, attention to detail, sound judgment, and the ability to effectively manage competing priorities in a fast-paced environment. Team members are expected to consistently meet established quality, productivity, and compliance standards while maintaining a positive experience for both internal and external customers. To support efficient and effective operations, team members are expected to maintain an average productivity rate of 6.5 calls per hour while demonstrating professionalism, accuracy, responsiveness, and exceptional customer service. Performance expectations include adherence to quality assurance standards, regulatory and compliance requirements, and departmental procedures. Ultimately, success in this role requires effectively balancing productivity with accuracy, customer satisfaction, timely resolution, and operational excellence while contributing to broader departmental goals and service standards.

Requirements

Strong communication skills
Strong customer service skills
Adaptability
Attention to detail
Sound judgment
Ability to effectively manage competing priorities in a fast-paced environment

Responsibilities

Manage inbound calls, addressing inquiries.
Gather and communicate necessary information.
Coordinate next steps with appropriate departments and clinical practices.
Support more than 23 Prior Authorization specialty skills.
Navigate diverse workflows, systems, and departmental processes.
Adapt to varying customer and authorization needs.
Consistently meet established quality, productivity, and compliance standards.
Maintain a positive experience for both internal and external customers.
Maintain an average productivity rate of 6.5 calls per hour.
Demonstrate professionalism, accuracy, responsiveness, and exceptional customer service.
Adhere to quality assurance standards, regulatory and compliance requirements, and departmental procedures.
Effectively balance productivity with accuracy, customer satisfaction, timely resolution, and operational excellence.
Contribute to broader departmental goals and service standards.