Referral Operations Specialist

Mayo Clinic•Rochester, MN

4d•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

Bachelor’s degree in business, healthcare or related field and 4 years of successful operation process driven or web based system experience as well as successful client service experience with all levels of decision makers.
OR 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 is required.
Candidate must live within a 100 mile radius of one of our three campuses.

Nice To Haves

Experience with the scheduling processes and systems that support the clinical practice is preferred.

Responsibilities

Support the implementation and on-going 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 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 processes.
Provide communication and follow-up to external providers.
Demonstrate a strong ability to build rapport 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 meet agreed-upon turnaround times that support the eConsult process.