Desk Operations Specialist - Office of Access Management FLA

Mayo Clinic; Jacksonville (FL); On-site; USD 28,000 - 33,000; Full time

Job summary

Mayo Clinic in Jacksonville is seeking an experienced appointment scheduler and patient navigator. This role coordinates complex schedules across multiple medical specialties, verifies demographics and insurance, and processes financial screenings.

You will communicate with patients via phone, email, and in person, use electronic health records and other applications, and assist with ABN forms and appointment communications. Flexibility and accuracy are essential in this fast-paced setting.

Qualifications

• High school diploma or GED required; one year of customer service experience in a medical/office/retail setting.
• Must be proficient with Windows-based applications and able to navigate multiple applications.
• Medical Terminology coursework is required within six months of employment if not completed.
• Associate degree or healthcare-related coursework preferred (e.g., Administrative Clinic Assistant, Medical Office).
• Exposure to electronic health records preferred.

Responsibilities

• Schedule and reschedule patient visits across multiple medical specialty practices.
• Verify patient demographics and medical insurance information; process financial screenings.
• Communicate with patients via telephone, email, and in person; ensure adherence to service level standards.
• Process ABN forms, insurance verification, and related appointment communications.
• Navigate EMR and other clinical applications; assist patients with kiosks and devices.
• Identify opportunities for process improvements and provide creative solutions.
• Maintain flexibility for cross-coverage and travel as needed; adjust schedules as required.
• Ensure accuracy and thoroughness in all patient-related activities.

Skills

Customer service

Communication skills

Computer skills

Telephone etiquette

Education

High school diploma or GED

Associate Degree preferred

Tools

EMR/EHR system

Job description

Responsibilities

Facilitates scheduling and rescheduling of patient visits and coordinates complex appointment schedules within multiple medical specialty practices. Serves as a direct contact and resource to the patient and medical care teams. Obtains or verifies patient demographics, medical insurance information, processes financial screenings and reviews appointment preparation instructions with the patient. Proficiently and professionally communicates and operates through multiple communication avenues including electronically and verbally and must consistently meet or exceed service level standards. Performs related administrative duties such as processing ABN forms, insurance verification, as well as processes patient appointment communications and related materials. Skillfully navigates through multiple electronic applications, devices, and medical equipment. Examples include, but not limited to, electronic medical record, electronic applications, iPad/tablets, and assisting patients in using Kiosks. Independently identifies opportunities for improvement and offers creative solutions. This role requires flexibility which may include cross-coverage and travel depending on location. Must be willing to adjust work schedules in response to department or clinical needs. Accuracy and thoroughness in all patient-related activities including electronic communication, is critical.

Qualifications

High school diploma or GED and one year of customer service experience required, such as administrative, physician's office, appointment scheduler or retail/service industry. Requires computer skills including Windows-based applications and intranet/internet use with the ability to keyboard and navigate through multiple applications. Individuals that have not completed a Medical Terminology course will be required to successfully complete a Medical Terminology course within six months of employment. Associate Degree and coursework in a healthcare related field is preferred (e.g., Administrative Clinic Assistant, Medical Office, Medical Assistant, Health Care/Medical Receptionist or comparable). Exposure to electronic health record preferred. Ability to work independently, be goal-directed and have strong organizational skills. Effectively multitask without compromising quality. Ability to comprehend and excel in both verbal and written communication, including proper telephone etiquette, face-to-face interactions, and electronic communications. Ability to communicate with individuals and small groups with credibility and confidence. Ability to handle difficult situations, remain calm under stress, manage emotional situations, display empathy, and maintain positive communication during a rapidly changing/dynamic environment. Turn problems into opportunities by developing innovative and creative solutions. Demonstrate a friendly, positive attitude, display energy and drive in performing daily responsibilities. Must be flexible as well as easily adapt to a changing work environment which will require ongoing maintenance of job-related skills/activities. Able to manage and prioritize tasks simultaneously while working directly with patients who may exhibit diverse needs. Basic Life Support (BLS) may be required in some areas. Individuals may also need to complete additional coursework upon hire.

Exemption Status

Nonexempt

Compensation Detail

Education, experience and tenure may be considered along with internal equity when job offers are extended.; $20.00 - $23.93 / hour.

Benefits Eligible

Yes

Schedule

Full Time

Hours/Pay Period

80

Schedule Details

This is a full-time position with a rotating 8-hour shift duration. Shifts are Monday through Friday; beginning as early as 6:30 am with the latest shift being 10:00 am - 7:00 pm. Candidates must be flexible with the ability to work any 8-hour shift within this time frame.

Weekend Schedule

Occasional weekend shifts may be required in some work units to manage volumes and meet the needs of our patients. onsite

International Assignment

No

Recruiter

Tonya Calabro