Referral Operations Specialist
About The Position
Mayo Clinic is a top-ranked healthcare provider dedicated to patient needs and employee well-being. They offer competitive compensation, comprehensive benefits, and opportunities for continuing education and career advancement. The Referral Operations Specialist plays a key role in supporting Mayo Clinic systems for external users, acting as a liaison between external providers and internal teams. This role requires knowledge of clinical processes, EMR, and Mayo Clinic systems to provide customer service, training, and daily support. The specialist will serve as the first point of escalation for external customer support, resolving or triaging provider and practice issues. Adherence to privacy policies, validation of portal users, and communication with external providers are essential. The role demands strong interpersonal and communication skills, even in difficult situations. Additional responsibilities include contributing to process/workflow analysis, identifying quality issues, and collaborating with internal teams to meet eConsult process turnaround times. Schedules may vary, and travel is required.
Requirements
- Bachelor’s degree in business, healthcare or related field and 4 years of successful operation process driven or web based system experience.
- Successful client service experience with all levels of decision makers.
- An Associate’s degree in business, healthcare or related field and 6 years of experience in a clinical setting with successful clinical operations experience.
- Experience with electronic tools including but not limited to: Electronic Health Record, spreadsheets and presentations tools.
- Must be able to work independently.
- Possess excellent interpersonal and communication skills.
- Strong writing skills to document processes and prepare training presentations.
- Ability to present in group setting.
Nice To Haves
- Experience with the scheduling processes and systems that support the clinical practice.
Responsibilities
- Support the implementation and ongoing operational support for Mayo Clinic systems that support external users.
- Act as a liaison between external providers and internal teams, utilizing knowledge of clinical processes, EMR, and Mayo Clinic systems.
- Provide customer service, training, and daily support to external users.
- Serve as the first escalation point for external customer support to resolve provider and practice issues.
- Resolve or triage and escalate problems to the appropriate team.
- Adhere to privacy policies and procedures and report any suspected breaches.
- Validate portal users using approved guidelines and processes.
- Provide communication and follow-up to external providers.
- Demonstrate a strong ability to build rapport with others and effectively communicate even in difficult circumstances.
- Provide input and support for process/workflow analysis.
- Proactively identify quality issues and escalate to the appropriate physician.
- Collaborate with various internal teams to assure agreed-upon turnaround times that support the eConsult process.
Benefits
- Medical: Multiple plan options.
- Dental: Delta Dental or reimbursement account for flexible coverage.
- Vision: Affordable plan with national network.
- Pre-Tax Savings: HSA and FSAs for eligible expenses.
- Retirement: Competitive retirement package to secure your future.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
