Patient Appointment Services Specialist

About the position

The Patient Appointment Services Specialist at Mayo Clinic is responsible for independently registering patients, verifying insurance, and scheduling appointments within a complex, multispecialty medical practice. This role requires exceptional customer service skills and the ability to navigate multiple systems while interacting with patients, referring physicians, and other healthcare staff. The specialist must ensure that patients are well-informed about their appointments and any necessary preparations, while also managing complex scheduling workflows and maintaining accuracy in all patient-related activities.

Responsibilities

• Independently register patients and verify insurance.
• Schedule appointments within the electronic medical record system.
• Gather patient-specific demographics and verify insurance eligibility.
• Advise patients regarding referral authorizations and pre-service deposits.
• Ensure patients are prepared for their procedures or visits.
• Respond to and interact with patients, customers, and healthcare providers.
• Navigate multiple systems simultaneously to provide exceptional service.
• Manage telephone calls, specialty contract requests, and online requests.
• Request, obtain, and review medical records for accurate scheduling.
• Empathically deescalate patient concerns and communicate scheduling outcomes.
• Advise patients of the triage process and timeframe expectations.
• Flexibility to cross-cover and travel as needed.

Requirements

• Associate degree or equivalent with a minimum of one year of customer service or scheduling experience, or a high school diploma/GED with two years of relevant experience.
• Ability to complete a Medical Terminology course within six months if lacking medical education or experience.
• Strong verbal and written communication skills.
• Critical thinking and problem-solving abilities.
• Attention to detail and follow-through.
• Ability to work effectively in a fast-paced team environment.
• Demonstrated ability to manage difficult and emotional situations.
• Strong keyboarding and computer skills.
• Basic understanding of insurance terminology.

Benefits

• Competitive compensation
• Comprehensive benefit plans
• Continuing education and advancement opportunities