Referral Operations Specialist

Mayo Clinic•Rochester, MN

5d•$32 - $49•Onsite

About The Position

The Referral Operations Specialist has primary responsibility for supporting the implementation and on-going operational support for Mayo Clinic systems that support our external users. As the liaison between the external providers and our internal teams, the liaison utilizes their knowledge of clinical processes, EMR and Mayo Clinic systems to provide customer service, training and daily support. Serves as first escalation point for external customer support to resolve provider and practice issues. Ability to resolve if possible or triage and escalate the problem to the appropriate team. The individual will adhere to privacy policies and procedures and report any suspected breaches and is responsible to validate portal users using approved guidelines and process. Provides communication and follow-up to our external providers. The individual must demonstrate a strong ability to build rapport with others and effectively communicate even in difficult circumstances. Other key responsibilities include providing input and support for process/workflow analysis, proactively identifying quality issues and escalating to appropriate physician, collaborating with various internal teams to assure we meet agreed upon turnaround times that support the eConsult process. Schedules vary. Travel required.

Requirements

Knowledge of clinical processes, EMR, and Mayo Clinic systems.
Ability to build rapport with others.
Effective communication skills, even in difficult circumstances.
Ability to resolve issues or triage and escalate problems.
Adherence to privacy policies and procedures.
Ability to validate portal users using approved guidelines and process.

Responsibilities

Support the implementation and on-going operational support for Mayo Clinic systems that support our 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 issues 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 process.
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 are met.