Healthcare Support Specialist

Mayo Foundation for Medical Education and Research; Rochester (MN); On-site; USD 29,000 - 41,000; Full time

Benefits offered by this job

Medical plan options

Dental coverage

Vision plan

Pre-Tax Savings: HSA and FSAs

Retirement package

Job summary

Mayo Clinic is seeking a Healthcare Support Specialist to coordinate patient visits, prepare patients for examinations, and manage workflow across a multispecialty practice. You will verify demographics, insurance, and assist with scheduling tests and screenings in a high-volume setting.

Excellent communication, empathy, and the ability to multitask are essential as you navigate various electronic systems and support care teams to keep patient care running smoothly.

Qualifications

• High school diploma or GED plus 2 years of customer service in a multitasking environment (call center, medical office, etc.)
• Associate degree with relevant healthcare coursework preferred
• Ability to work independently and maintain organization
• Strong communication, phone etiquette, and empathy in fast-changing environments
• Experience with electronic health records preferred

Responsibilities

• Facilitate patient visits and coordinate complex appointment schedules
• Prepare patients and pre-exam information; manage patient flow
• Verify patient demographics and insurance information
• Assist with scheduling, tests, and screenings per guidelines
• Provide patient education and support across modalities and devices
• Support access/navigation tasks including greeting patients and wayfinding
• Enforce facility policies and coordinate with security and care teams
• Interact with multiple electronic applications and medical equipment

Skills

Customer service

Communication

Multitasking

Organizational skills

Telephone etiquette

Empathy

Conflict de-escalation

Independence

Adaptability

EHR familiarity

Education

Associate's Degree

Healthcare coursework preferred

High school diploma or GED

Tools

Electronic Health Records (EHR)

Job description

Why Mayo Clinic

Mayo Clinic is top-ranked in more specialties than any other care provider according to U.S. News & World Report. As we work together to put the needs of the patient first, we are also dedicated to our employees, investing in competitive compensation and comprehensive benefit plans – to take care of you and your family, now and in the future. And with continuing education and advancement opportunities at every turn, you can build a long, successful career with Mayo Clinic.

Benefits Highlights

• 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.

Responsibilities

TheHealthcare Support Specialist (HSS)facilitatespatientvisitsand supports the health care provider by anticipating and responding to patient needs and requests of the health care team. Allows care providers to focus on patient care by coordinating details of patient visits, which can include:coordinating complexappointmentschedulesanddailyactivities of the care providers in a multispecialty medical practice,preparingpatients,completingpre-examinationrecord information, managing the flow of patient materials. Obtains or verifies patient demographics, medical insurance information, andproperlyadvisespatientsofschedulingdelaysorchangesto the appropriate individuals, and serves as a direct contact and resourcetothepatient. Preparesordersandschedulesscreening tests following practice guidelines. Measures and documents patientvitalsperpracticeguidelines.Schedulesandreschedules tests/consults requests from various venues of communication. Performs related administrative duties such as processing ABN forms, insurance verification, as well as processes patient appointmentcommunicationsandrelatedmaterials.Assistswith facilitation of patient visit, this may include restroom and/or clothing change assistance, placement of apparatus on patient priortoexamandIVremovalandmayassisttheproceduralist during a procedure. Able to navigate through multiple electronic applications and devices, medical equipment, examples include iPad/tablets, Text Reminder Notifications, andassistingpatientsinusingKiosks.

This role may also support access and navigation activities, includinggreetingpatientsandvisitors,assistinginnavigation,

verifyingpatientappointmentsand/orvisitorstat intheEHR, and following designated screening scripts and process flows. Additionally, the HSS working in access and navigation is responsibleforunderstandingandenforcingentranceutilization and related policies (ex: masking, badging) and engaging security, nursing and other multidisciplinary team members asneeded.Mayalsoberesponsible for ensuringpolicyenforcement and monitoring patient and visitor flow within the building. Effective communication, excellent customer service, and conflict de-escalation skills are required. Healthcare Support Specialists must be abletopush/pullupto75poundsonoccasion.

This role requires flexibility which may include cross-coverage andtraveldependingonlocation.

Mustbewillingtoadjustwork schedules in response to department or clinical needs.

Mayo Clinic will not sponsor or transfer visas for this position including F1 OPT STEM.

Qualifications

Highschooldiploma/GEDandminimumtwoyears’customerservice experience in an environment requiring multi-tasking, such as a call center, administrative/physician's office, appointmentschedulerorretail/serviceindustry;ORAssociate’s Degree. Individuals without relevant medical education or medical experience will be required to successfully complete aMedicalTerminologycoursewithinsixmonthsofemployment.

Associate's Degree and coursework in a healthcare relatedfieldispreferred(e.g.,AdministrativeClinicAssistant,MedicalOffice,MedicalAssistant,HealthCare/MedicalReceptionist or comparable). Exposure to electronic health recordpreferred.Abilitytoworkindependently,begoal-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 difficultsituations,remaincalmunderstress,manageemotional situations, display empathy and maintain positivecommunicationduringarapidlychanging/dynamicenvironment. 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 achangingworkenvironmentwhichwillrequireongoingmaintenance of job-related skills/activities. Must be willing to adjust work schedules in response to department or clinical needs.Abletomanageandprioritizetaskssimultaneouslywhile working directly with patients who may exhibit diverse needs.

BasicLifeSupport(BLS)mayberequiredinsomeareas. Individualsmayalsoneedtocompleteadditionalcourseworkuponhire.

Exemption Status

Nonexempt

Compensation Detail

$21.55-$30.22 / hour

Benefits Eligible

Yes

Schedule

Full Time

Hours/Pay Period

80

Schedule Details

Weekday: 8-hour shift 10:30 AM – 9:00 PM

Weekend Schedule

Weekend rotation: every third weekend, with start times varying between 6:45 AM – 8:00 AM Holiday rotation: required to work 2 holidays per year

International Assignment

No

Site Description

Just as our reputation has spread beyond our Minnesota roots, so have our locations. Today, our employees are located at our three major campuses in Phoenix/Scottsdale, Arizona, Jacksonville, Florida, Rochester, Minnesota, and at Mayo Clinic Health System campuses throughout Midwestern communities, and at our international locations. Each Mayo Clinic location is a special place where our employees thrive in both their work and personal lives. Learn more about what each unique Mayo Clinic campus has to offer, and where your best fit is.

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. Learn more about the'EOE is the Law'. Mayo Clinic participates inE-Verifyand 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.

Recruiter

Brianna Hanna