Service Specialist - Executive Health Desk

Mayo Clinic•Rochester, MN

About The Position

The Service Specialist - Operations serves as an ambassador of the practice and interacts with a variety of individuals via telephone, website, email, and in person. This role is responsible for responding to patient inquiries, actively promoting services, scheduling appointments, patient registration, check-in/check-out, rooming, desk/clerical functions, and supporting patient needs. The Service Specialist acts as a direct contact or resource to patients and guests. This position will require the ability to participate in an on-call rotation. The role involves organizing, assembling, and arranging resources to address patient inquiries, solving problems, and responding to immediate operational issues as they arise. The Service Specialist performs service recovery when needed and escalates patient concerns appropriately. The position is responsible for understanding and promoting Operations and assisting patients with establishing an ongoing relationship with Mayo Clinic. The role may function as an International Service Specialist or a general Service Specialist. Mayo Clinic will not sponsor or transfer visas for this position, including F1 OPT STEM.

Requirements

Successful completion of an associate degree and 3 years of customer service experience required such as administrative, physician’s office, appointment scheduler or service industry OR Successful completion of a college diploma program and 4 years of customer service experience required, such as administrative, physician’s office, appointment scheduler or service industry.
Candidates must attach a full listing of education completed beyond High School Diploma/GED. Include the name of program and if this was a certificate, diploma, associate's degree, bachelor's degree etc.
Must be able to work independently.
Have strong organizational skills.
Be able to handle multiple demands simultaneously.
Possess good attention to detail.
Excels in both written and verbal communication.
Demonstrated computer experience with advanced proficiency in Microsoft Office, including Microsoft Word and Excel.
Demonstrated analytical and problem-solving skills.
Ability to work independently as well as in a team.
Ability to multi-task and prioritize work load.
Must possess superior interpersonal and customer service skills which contribute to a cooperative and productive atmosphere and patient experience.
Conveys an impression which reflects favorably upon Operations.
Must be flexible as well as easily adapt to a changing work environment which will require ongoing maintenance of job-related skills/activities.

Nice To Haves

Experience in a Desk Operations Specialist or Patient Appointment Service Specialist role is preferred.
Fluency in Arabic and/or another language used frequently by Mayo patients is preferred for Service Specialist functioning in International Center.
Experience with patient scheduling, registration systems, and customer relationship management system is highly desirable.
Previous Mayo Clinic experience strongly preferred.

Responsibilities

Serves as an ambassador of the practice and interacts with a variety of individuals via telephone, website, email and in person.
Responding to patient inquiries.
Actively promoting services.
Scheduling appointments.
Patient registration, check-in/check-out, rooming.
Desk/clerical functions.
Supporting patient needs.
Actively serves as a direct contact or resource to patients and guests.
Participate in an on-call rotation.
Organizing, assembling, and arranging resources to address patient inquiries, solving problems, and responding to immediate operational issues as they arise.
Performs service recovery when needed and escalates patient concerns appropriately.
Understanding and promoting Operations and assisting patients with establishing an ongoing relationship with Mayo Clinic.
May function as an International Service Specialist or general Service Specialist.