Mayo Clinic Looking for Lead Patient Appointment Servies Specialist at Eau Claire, WI Full Time

Why Mayo Clinic

Mayo Clinic is the nation’s best hospital (U.S. News & World Report, 2021-2022) and ranked #1 in more specialties than any other care provider. We have a vast array of opportunities ranging from Nursing, Clinical, to Finance, IT, Administrative, Research and Support Services to name a few. Across all locations, you’ll find career opportunities that support diversity, equity and inclusion. At Mayo Clinic, we invest in you with opportunities for growth and development and our benefits and compensation package are highly competitive. We invite you to be a part of our team where you’ll discover a culture of teamwork, professionalism, mutual respect, and most importantly, a life-changing career!

Mayo Clinic offers a variety of employee benefits. For additional information please visit Mayo Clinic Benefits. Eligibility may vary.

Position description

We are looking for a full-time Lead Patient Appointment Services Specialist to work in our Eau Claire location. Occasional travel may be required as the individual hired will also support staff at our Menomonie site. Additional travel may be required based on the needs of the department.

Assists as a member of the management team in support of overall strategy to continuously optimize practice efficiency. Works closely with the patient appointment services specialist (PASS), providers and members of the care team in the practice to assist in optimizing the use of all supporting tools and is the subject matter expert (SME) in all things scheduling within their respective division or dept. The Lead will be present in the work unit 80% of their time and as workload requires, allocates 50-60% of that time performing frontline staff responsibilities. Works to continuously optimize practice efficiency through use of electronic environment tools, electronic health record (EHR) system, and associated workflows, including but not limited to extensive knowledge of decision trees (content, internal, external and AAD view). Needs to be accessible to the PASS and providers to assist with scheduling concerns, calendar issues and will provide real-time feedback. Creates and assists with writing work unit guidelines and SOP’s for work process flows. Works strategically with the division/department MSAC’s when there are urgent or high priority schedule requests or changes and will also assist the management team in scheduling high priority patient appointment requests or troubleshooting. Is expected to perform quality checks to ensure that the division/department is meeting expected turnaround times (i.e., 24-hr or 48-hr review of appointment requests/records) and assist with frequent work list review. Identifies slots that are unfilled and need to be acted upon, reviewing fill rates and ensuring appropriate calendaring with the right patient scheduled in the right slot. Possesses a troubleshooting mindset for systems, customer relationship management (CRM), call management system (CMS) (including the creation and review of the skilling structure) and telework issues. Is an integral staff member who brings ideas forward for practice/process operational improvements and assists with project scoping. Articulates overall goals of a project or initiative. Has knowledge of various reports used within the appointment office and assists in interpreting the data for operational usage. Identifies technical and soft skill gaps within the PASS team and serves as a panel member for interviews of PASS and other positions within the division or department as needed. Must possess excellent communication skills (verbal and in writing), including using empathic communication strategies while demonstrating professional examples for staff to follow. Demonstrates collegiality throughout Mayo Clinic. Other expected responsibilities include, but are not limited to: the onboarding and training of technical and soft skills for new staff members, understanding Human Resource policies and procedures including staff schedules, ill calls, PTO, FMLA, and other absences.

Qualifications

High school diploma or GED and 2 years of experience in a PAC/PASS, healthcare or customer service field; or an Associate’s Degree with one year of experience in a PAC/PASS, healthcare or customer service field. Prior management experience is preferred, but not required.

Additional qualifications

Current experience with Mayo Clinic EMR applications (e.g., Epic, Synthesis, and Call Management System) and productivity applications (Microsoft Word, PowerPoint, Excel, and Access, and Outlook) required. Ability to demonstrate computer literacy in aforementioned applications. Demonstrated ability to troubleshoot for relevant technology related issues. Communication and training skills in both individual and group settings along with the ability to work independently. Must be able to perform a variety of tasks simultaneously. Problem solving and decision-making skills. Effective verbal and written communication skills, with demonstrated ability to effectively communicate and interact with all levels of healthcare professionals as well as external customers.

Exemption status

Non-exempt

Compensation Detail

Education, experience and tenure may be considered along with internal equity when job offers are extended. The minimum pay rate is $18.05 per hour.

Benefits eligible

Yes

Schedule

Full Time

Hours / Pay period

80

Schedule details

Monday-Friday. Hours will vary.

Weekend schedule

No weekends.

International Assignment

No

Site description

Eau Claire, with a metro area of 163,000 is home to the 11,000 students at the University of Wisconsin – Eau Claire. Strong schools, low crime rate, and a reasonable cost of living may be expected. With an abundance of outdoor activities, The city also serves as the retail center for west central Wisconsin and the major metro area of Minneapolis/St. Paul is 90 minutes away. Mayo Clinic Health System in Eau Claire is recognized as a Best Hospital in Northwestern Wisconsin and within the top 5 for Hospitals in Wisconsin (U.S. News & World Report, 2021-2022).

Recruiter

Joy Kundrata

EOE

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.