Part Time Desk Operations Specialist - Lab Medicine

$42,869 - $60,133/Yr

Mayo Clinic - Rochester, MN

Part-time - Entry Level

Rochester, MN

Hospitals

About the position

The Desk Operations Specialist (DOS) at Mayo Clinic plays a crucial role in facilitating patient visits and supporting healthcare providers by anticipating and responding to patient needs. This position allows care providers to focus on patient care by coordinating the details of patient visits, which includes managing complex appointment schedules and daily activities within a multispecialty medical practice. The DOS is responsible for preparing patients for their visits, completing pre-examination record information, and managing the flow of patient materials. This includes obtaining or verifying patient demographics and medical insurance information, advising patients of any scheduling delays, and serving as a direct contact and resource for patients. In addition to scheduling and rescheduling tests and consult requests, the DOS performs various administrative duties such as processing ABN forms and insurance verifications. The role requires proficiency in navigating multiple electronic applications and devices, including iPads, tablets, and Text Reminder Notifications, as well as assisting patients in using kiosks. The DOS may also support access and navigation activities, which involve greeting patients and visitors, verifying appointments in the electronic health record (EHR), and following designated screening scripts and process flows. Furthermore, the DOS is responsible for understanding and enforcing entrance utilization policies, engaging with security and nursing staff, and monitoring patient and visitor flow within the facility. Effective communication, excellent customer service, and conflict de-escalation skills are essential for this role. Flexibility is required, as the position may involve cross-coverage and travel depending on location, and the ability to adjust work schedules in response to departmental or clinical needs is necessary.

Responsibilities

• Facilitate patient visits and support healthcare providers by anticipating and responding to patient needs.
• Coordinate complex appointment schedules and daily activities of care providers in a multispecialty medical practice.
• Prepare patients and complete pre-examination record information.
• Manage the flow of patient materials and verify patient demographics and medical insurance information.
• Advise patients of scheduling delays or changes and serve as a direct contact for patient inquiries.
• Schedule and reschedule tests and consult requests from various communication venues.
• Process ABN forms, insurance verifications, and patient appointment communications.
• Navigate multiple electronic applications and devices, assisting patients with kiosks and other technologies.
• Support access and navigation activities, including greeting patients and verifying appointments in the EHR.
• Understand and enforce entrance utilization policies and engage with security and nursing staff as needed.

Requirements

• High school diploma or GED and a minimum of two years' customer service experience in a multi-tasking environment.
• Associate's Degree in a healthcare-related field is preferred.
• Ability to work independently and be goal-directed with strong organizational skills.
• Effective multitasking skills without compromising quality.
• Strong verbal and written communication skills, including proper telephone etiquette.
• Ability to handle difficult situations and remain calm under stress.
• Demonstrate a friendly, positive attitude and display energy in daily responsibilities.
• Flexibility to adapt to a changing work environment and adjust work schedules as needed.

Nice-to-haves

• Experience in a call center, administrative/physician's office, or retail/service industry.
• Exposure to electronic health records (EHR).
• Basic Life Support (BLS) certification may be required in some areas.

Benefits

• Continuing education credits
• Opportunities for advancement