Service Assistant:Central Appointment Office Job - Department: Central Appointment Office
A Life:Changing Career
Responsibilities: The role of the Service Assistant is to act as the initial support contact for problems or other portal related questions from patients. The assistant is expected to troubleshoot, resolve or escalate patient problems correctly and appropriately document all technical issues. Patient questions typically revolve around username and password resets, account creation and validation, browser issues and other questions once inside their portal account. Of critical importance is for the assistant to have excellent interpersonal communication skills to support the delivery of outstanding customer service in a team based environment. Patient contact will primarily be by phone, but will also include other electronic formats. The assistant must have the ability to explain basic concepts or procedures in a clear, concise, easy:to:understand manner for a large and diverse patient base that have different levels of comfort using technology. The ability to learn skills for new portal features is also very important for the assistant to be successful. Responsible for understanding and promoting the role Patient Online Services plays in the patient experience and assisting patients with establishing an ongoing relationship with Mayo Clinic. This position may also be required to telework within 6 months of hiring and meeting the predetermined performance standards. Utilizes provided patient:specific information to accurately determine the nature of the appointment request (by health care provider or patient) and independently schedules and confirms patient appointments utilizing scheduling criteria to determine appropriate appointment area/medical acuity as well as effectively manage department/division appointment calendars. Pre:schedule appropriate tests/consults. Perform related clerical duties such as processing external demand appointment inquiries which may include fax and on:line requests, as well as processing patient appointment letters and related materials (i.e., special instructions, pamphlets, PAG), and maintenance of an effective filing system (as appropriate) for established patient return appointment requests.
Qualifications: Advanced education of 21 credits or more. Coursework in a healthcare:related field is preferred e.g, Administrative Clinic Assistant, Medical Office, Medical Assistant, Health Care/Medical Receptionist or comparable; or Successful completion of the Outpatient Operations Support Training (OOST) during or after 2008 OR currently employed at Mayo Clinic in the role of Clinical Assistant, Patient Appointment Coordinator, or Imaging Assistant, or have been within the last two years OR currently employed at Mayo Clinic in the role of Patient Service Representative and successful completion of college level coursework in medical terminology and anatomy/physiology and/or pharmacology.
***Please attach transcripts that reflect completion of 21 credits***
Additional Qualifications: Requires computer skills and the ability to key board at 35 words per minute (i.e., Windows:based applications and intranet/internet use) with an understanding of computer related terminology (CPU, Internet, Networking, Client Server, LAN/WAN, etc.) and experience navigating with online services/portals (banking etc.). Prefer a candidate that has a minimum of 2 years customer service experience, ideally with a focus in IT customer support. Must possess strong skills in human relations, communications (verbal and written), problem solving, decision making and multi:tasking. Must be able to handle difficult situations with patients and referring providers). Must be adaptable/flexible in a changing work environment which will require ongoing maintenance of job:related skills/activities.
Benefit Eligible: No
Exemption Status: Non:exempt
Compensation Detail: Education, experience and tenure along with internal equity may be considered when jo
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