Patient Appointment Services Specialist

Mayo Foundation for Medical Education and Research; Phoenix (AZ); Hybrid; USD 46,000 - 65,000; Full time

Benefits offered by this job

Medical plan options

Dental coverage

Vision plan

HSA/FSAs

Retirement plan

Job summary

Mayo Clinic in Phoenix, AZ, is seeking a Patient Appointment Services Specialist to independently create and schedule appointments in the EMR for a multispecialty practice. You will gather demographics, advise on co-pays and authorizations, and ensure patient readiness for procedures.

This hybrid role requires on-site work initially, with potential telework later, and frequent interaction with patients and providers. High school diploma or equivalent and 2+ years of customer service are required.

Qualifications

• High school diploma/GED and minimum two years’ customer service experience in an environment requiring multi-tasking; OR Associate’s Degree.
• Demonstrates strong verbal/written communication, troubleshooting, problem solving and balance of conflicting demands.

Responsibilities

• Create and schedule appointments within the electronic medical record for a multispecialty practice.
• Gather patient demographic and provider information to assess the request and determine appointment area.
• Advise patients on co-pays, referral authorizations, and/or pre-service deposits.
• Collect guarantor and insurance details to determine patient eligibility.
• Interact with patients, referring physicians, Mayo providers, allied health staff and family members.
• Navigate multiple systems and be available with patients about 80% of the day.
• Manage scheduling workflows, calls, online requests, and/or fax requests.
• Maintain accuracy and thoroughness in all patient-related communications.
• May require cross-coverage and travel; telework possible after initial on-site period.

Skills

Customer service

Multi-tasking

Communication skills

Problem solving

Attention to detail

Education

High school diploma/GED

Associate’s Degree

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

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 is supported by gathering patient-specific demographic and provider information to accurately assess the nature of the request and determine the appropriate appointment area; properly advising patients regarding the need for co-payments, referral authorizations, and/or pre-service deposits to ensure the patient arrives on time and is prepared for their procedure or visit; and collecting all Guarantor and insurance details needed to help assess patient eligibility. Through this process, the Patient Appointment Services Specialist responds to and interacts with a variety of individuals including patients, customers, referring physicians, Mayo providers, allied health staff and family members. Appropriate interpretation and application of Mayo policies regarding scheduling criteria and medical need are essential. To provide exceptional service, the Patient Appointment Services Specialist is required to navigate multiple systems simultaneously and is expected to be available or talking with patients and healthcare professionals 80 percent of the day, with the ability to service inquiries without consultation. This requires working with several complex scheduling work flows, managing telephone calls, online requests, and/or fax requests. Accuracy and thoroughness in all patient related activities including electronic communication, is critical. This role requires flexibility which may include cross-coverage and travel depending on location. Position may be eligible for and/or required to telework based on location, work unit and business need. For all positions it is required to be on-site for at least 6 months to one year before teleworking could be an option. Hours may vary and additional time or overtime may be required to meet workload requirements.

Qualifications

High school diploma/GED and minimum two years’ customer service experience in an environment requiring multi-tasking, such as a call center, administrative/physician's office, appointment scheduler or retail/ service industry; OR Associate’s Degree. Individuals without relevant medical education or medical experience will be required to successfully complete a Medical Terminology course within six months of employment.

Qualified candidates must be customer-focused, service-oriented, possess strong verbal/written communication skills, and have the ability to trouble shoot, problem solve and balance conflicting demands. Role requires independent decision making and sound judgment capabilities, with a strong attention to detail and follow through. A demonstrated ability to work effectively in a fast-paced team environment, manage difficult and emotional situations, remains calm under stress, display empathy and maintain positive communication is also required. Must have strong keyboarding and computer skills. Demonstrates basic understanding of insurance terminology.

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

This is a hybrid position and must be located within 100 miles of the Mayo Clinic Phoenix, AZ campus for onsite expectations withing business needs.

Exemption Status

Nonexempt

Compensation Detail

$22.12- $31.21/ hour

Benefits Eligible

Yes

Schedule

Full Time

Hours/Pay Period

80

Schedule Details

Monday - Friday, hours and shifts vary (between start time 7:30am-8:30am; end time 4:00pm-5:00pm) Generally remote 4 days, on-site 1 day a week

Weekend Schedule

when needed

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 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.

Recruiter

Keri Pellegrom