Patient Appointment Services Specialist - Multiple Departments

Mayo Clinic; Rochester (MN); Hybrid; USD 29,000 - 41,000; Full time

Job summary

Mayo Clinic is seeking a Patient Appointment Services Specialist in Rochester, MN. You will schedule patient appointments, respond to patient needs, and support health care providers with accurate information.

Responsibilities include navigating electronic tools for scheduling, updating patient records, and coordinating multi-specialty itineraries. This is a day-shift, hybrid role within 100 miles of Rochester, MN, with some on-site requirements based on operational needs.

Qualifications

• High school diploma/GED and/or Associate’s Degree required.
• Minimum two years’ customer service experience in a multi-tasking environment such as call center or medical setting.
• Ability to complete Medical Terminology course within six months, if no medical background.

Responsibilities

• Determine accurate appointment scheduling using electronic tools.
• Update patient health information across multiple computer resources (e.g., insurance).
• Coordinate complex scheduling including multi-specialty itineraries.
• Communicate clearly with patients and health care team using professional phone etiquette.

Skills

Customer service

Multi-tasking

Scheduling

Phone etiquette

Communication

Computer skills

Insurance terminology

Education

High school diploma/GED

Associate’s Degree

Tools

EHR systems

Microsoft Office

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.

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

Patient appointment services specialists (PASS) facilitate patient visits and support health care providers by anticipating and responding to patient needs and requests of the health care team.

As a PASS, you will use patient-specific information to accurately determine the nature of an appointment request and independently schedule and confirm patient appointments.

• Utilize strong technical skills to navigate electronic tools to determine accurate appointment scheduling
• Multi-task across multiple computer resources to update patient electronic health information (For example; insurance)
• Coordinate complex scheduling which may include multi-specialty itineraries
• Leverage phone etiquette and customer service skills to accurately communicate with patients and the health care team

You Will Be Expected To

• Utilize strong technical skills to navigate electronic tools to determine accurate appointment scheduling
• Multi-task across multiple computer resources to update patient electronic health information (For example; insurance)
• Coordinate complex scheduling which may include multi-specialty itineraries
• Leverage phone etiquette and customer service skills to accurately communicate with patients and the health care team

Work schedules are primarily day shifts, Monday through Friday.

This is a hybrid position and the individual must be located within 100 miles of the Mayo Clinic in Rochester. Hybrid work in OAM means employees primarily work remotely, with limited and infrequent on-site requirements. Most on-site attendance is driven by operational needs, such as power, internet, or technology outages that prevent remote work. Employees are expected to maintain a contingency plan and have the ability to report to an approved Mayo Clinic work location when necessary to support business continuity.

Hours may vary and additional time or overtime may be required to meet workload requirements. Specific work unit placement is not guaranteed.

During the selection process, you may participate in an OnDemand (pre-recorded) interview that you can complete at your convenience. During the OnDemand interview, a question will appear on your screen, and you will have time to consider each question before responding. You will have the opportunity to re-record your answer to each question – Mayo Clinic will only see the final recording. The complete interview will be reviewed by a Mayo Clinic staff member and you will be notified of next steps.

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

This posting is for applicants external to Mayo Clinic only. Internal candidates please search for Patient Appointment Services Specialist in the internal Opportunity Marketplace.

Qualifications

Required 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.

Additional Qualifications

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.

Exemption Status

Nonexempt

Compensation Detail

$21.55-$30.22 / hour

Benefits Eligible

Yes

Schedule

Full Time

Hours/Pay Period

80

Schedule Details

M-F rotating shifts between 7am-6pm. This is a hybrid position and the individual must be located within 100 miles of the Mayo Clinic in Rochester, MN for occasional on-site expectations based on business needs.

Weekend Schedule

A few Saturday morning shifts in select departments

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.