What are the responsibilities and job description for the Patient Appointment Services Specialist position at Mayo Clinic Healthcare?
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. You’ll thrive in an environment that supports innovation, is committed to ending racism and supporting diversity, equity and inclusion, and provides the resources you need to succeed.
Responsibilities
The Patient Appointment Services Specialist is responsible for independently registering patients, verifying insurance, and scheduling appointments within the electronic medical record for a complex, multispecialty medical practice. This is supported by gathering patient-specific demographics, verifying insurance eligibility, and obtaining provider information to accurately assess the nature of the request and determine the appropriate appointment area. Must properly advise patients regarding the need for referral authorizations and/or pre-service deposits, as well as any prep information, to ensure the patient arrives on time and is prepared for their procedure or visit. 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, family members, and third-party vendors. 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 or referring physician offices throughout the duration of the day. This requires working with complex scheduling workflows and managing telephone calls, specialty contract requests, online requests, and/or fax requests, as well as internal departmental requests. Accuracy and thoroughness in all patient-related activities, including electronic communication, is critical. Requesting, obtaining and reviewing medical records to ensure patient is appropriately scheduled. Ability to empathically deescalate patient concerns and advise patient of scheduling outcomes due to guidelines. Advise patients of triage process and effectively communicate timeframe expectations. 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. Hours may vary and additional time or overtime may be required to meet workload requirements. Other duties as assigned.
Qualifications
Associate degree or equivalent and minimum one year of customer service or scheduling experience in an environment requiring multi-tasking, such as a call center, administrative/physician's office, appointment scheduler, or retail/service industry OR High school diploma/GED and two years of customer service or scheduling experience. 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, use critical thinking, solve problems, 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
Education, experience and tenure may be considered along with internal equity when job offers are extended.; $17.63 - $23.67/ hour.
Benefits Eligible
Yes
Schedule
Full Time
Hours/Pay Period
80
Schedule Details
Monday Thru Friday. Candidate must be able to work any 8-hour shift between 6am - 7pm.
Weekend Schedule
Occasional weekend shifts may be required in some work units to manage volumes and meet the needs of our patients
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.
Affirmative Action and Equal Opportunity Employer
As an Affirmative Action and Equal Opportunity Employer Mayo Clinic is committed to creating an inclusive environment that values the diversity of its employees and does not discriminate against any employee or candidate. Women, minorities, veterans, people from the LGBTQ communities and people with disabilities are strongly encouraged to apply to join our teams. Reasonable accommodations to access job openings or to apply for a job are available.
Recruiter
Tonya Calabro
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. You’ll thrive in an environment that supports innovation, is committed to ending racism and supporting diversity, equity and inclusion, and provides the resources you need to succeed.
Responsibilities
The Patient Appointment Services Specialist is responsible for independently registering patients, verifying insurance, and scheduling appointments within the electronic medical record for a complex, multispecialty medical practice. This is supported by gathering patient-specific demographics, verifying insurance eligibility, and obtaining provider information to accurately assess the nature of the request and determine the appropriate appointment area. Must properly advise patients regarding the need for referral authorizations and/or pre-service deposits, as well as any prep information, to ensure the patient arrives on time and is prepared for their procedure or visit. 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, family members, and third-party vendors. 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 or referring physician offices throughout the duration of the day. This requires working with complex scheduling workflows and managing telephone calls, specialty contract requests, online requests, and/or fax requests, as well as internal departmental requests. Accuracy and thoroughness in all patient-related activities, including electronic communication, is critical. Requesting, obtaining and reviewing medical records to ensure patient is appropriately scheduled. Ability to empathically deescalate patient concerns and advise patient of scheduling outcomes due to guidelines. Advise patients of triage process and effectively communicate timeframe expectations. 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. Hours may vary and additional time or overtime may be required to meet workload requirements. Other duties as assigned.
Qualifications
Associate degree or equivalent and minimum one year of customer service or scheduling experience in an environment requiring multi-tasking, such as a call center, administrative/physician's office, appointment scheduler, or retail/service industry OR High school diploma/GED and two years of customer service or scheduling experience. 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, use critical thinking, solve problems, 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
Education, experience and tenure may be considered along with internal equity when job offers are extended.; $17.63 - $23.67/ hour.
Benefits Eligible
Yes
Schedule
Full Time
Hours/Pay Period
80
Schedule Details
Monday Thru Friday. Candidate must be able to work any 8-hour shift between 6am - 7pm.
Weekend Schedule
Occasional weekend shifts may be required in some work units to manage volumes and meet the needs of our patients
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.
Affirmative Action and Equal Opportunity Employer
As an Affirmative Action and Equal Opportunity Employer Mayo Clinic is committed to creating an inclusive environment that values the diversity of its employees and does not discriminate against any employee or candidate. Women, minorities, veterans, people from the LGBTQ communities and people with disabilities are strongly encouraged to apply to join our teams. Reasonable accommodations to access job openings or to apply for a job are available.
Recruiter
Tonya Calabro
Salary : $18 - $24
