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About the Role
The Patient Appointment Services Specialist is responsible for independently creating and scheduling appointments within the electronic medical record for a complex, multispecialty medical practice. This role requires responding to and interacting with a variety of individuals, interpreting and applying Mayo policies, navigating multiple systems simultaneously, and servicing inquiries without consultation. Accuracy and thoroughness in all patient-related activities are critical. Flexibility, including cross-coverage and potential travel, may be required.
Responsibilities
- Independently create and schedule appointments within the electronic medical record for a complex, multispecialty medical practice.
- Gather patient-specific demographic and provider information to accurately assess the nature of the request and determine the appropriate appointment area.
- Advise patients regarding the need for co-payments, referral authorizations, and/or pre-service deposits.
- Collect all Guarantor and insurance details needed to help assess patient eligibility.
- Respond to and interact with patients, customers, referring physicians, Mayo providers, allied health staff, and family members.
- Interpret and apply Mayo policies regarding scheduling criteria and medical need.
- Navigate multiple systems simultaneously.
- Be available or talking with patients and healthcare professionals 80 percent of the day.
- Service inquiries without consultation.
- Work with several complex scheduling work flows.
- Manage telephone calls, online requests, and/or fax requests.
- Ensure accuracy and thoroughness in all patient-related activities, including electronic communication.
- Demonstrate flexibility, which may include cross-coverage and travel depending on location.
- Potentially telework based on location, work unit, and business need.
- Work varying hours, and additional time or overtime may be required to meet workload requirements.
Requirements
- High school diploma/GED and minimum two years' customer service experience in an environment requiring multi-tasking (e.g., call center, administrative/physician's office, appointment scheduler, or retail/service industry); OR Associate's Degree.
- Completion of Medical Terminology course preferred.
- Customer-focused and service-oriented.
- Possess strong verbal/written communication skills.
- Ability to trouble shoot, problem solve, and balance conflicting demands.
- Independent decision-making and sound judgment capabilities.
- Strong attention to detail and follow through.
- Ability to work effectively in a fast-paced team environment.
- Ability to manage difficult and emotional situations.
- Ability to remain calm under stress.
- Display empathy and maintain positive communication.
- Strong keyboarding and computer skills.
- Demonstrates basic understanding of insurance terminology.
- Must be located within 100 miles of any Mayo Clinic Health System campus for occasional on-site expectations based on business needs.
- Not eligible for sponsorship; will not sponsor or transfer visas.
- Does not participate in the F-1 STEM OPT extension program.
Skills
- Multi-tasking
- Verbal communication
- Written communication
- Trouble shooting
- Problem solving
- Independent decision making
- Attention to detail
- Follow through
- Teamwork
- Stress management
- Empathy
- Positive communication
- Keyboarding
- Computer skills
- Insurance terminology
Location
- Hybrid position within 100 miles of any Mayo Clinic Health System campus
Work Type
- Hybrid
- Telework eligible/required
Experience Level
- Minimum two years' customer service experience
Education Level
- High school diploma/GED
- Associate's Degree
- Medical Terminology course preferred
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.
About the Company
- Mayo Clinic is top-ranked in more specialties than any other care provider according to U.S. News & World Report.
- Dedicated to employees, investing in competitive compensation and comprehensive benefit plans.
- Offers continuing education and advancement opportunities.
- Has three major campuses in Phoenix/Scottsdale, Arizona, Jacksonville, Florida, Rochester, Minnesota, and Mayo Clinic Health System campuses throughout Midwestern communities, and international locations.
Equal Opportunity
- All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender identity, sexual orientation, national origin, protected veteran status or disability status.
- Mayo Clinic participates in E-Verify and may provide the Social Security Administration and, if necessary, the Department of Homeland Security with information from each new employee's Form I-9 to confirm work authorization.