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Desk Operations Specialist- Office of Access Management

  • Job
    Full-time
    Junior Level
  • Customer Relations
    Healthcare
  • Jacksonville

AI generated summary

  • You need a high school diploma/GED, customer service experience, computer skills, ability to multitask, and strong communication skills. Medical terminology knowledge preferred; flexibility essential.
  • You will schedule patient visits, verify demographics and insurance, communicate effectively, process administrative duties, navigate electronic applications, and identify improvement opportunities.

Requirements

  • High school diploma or GED and one year of customer service experience required, such as administrative, physician's office, appointment scheduler or retail/service industry.
  • Requires computer skills including Windows-based applications and intranet/internet use with the ability to keyboard and navigate through multiple applications.
  • Individuals that have not completed a Medical Terminology course will be required to successfully complete a Medical Terminology course within six months of employment.
  • Associate Degree and coursework in a healthcare related field is preferred (e.g., Administrative Clinic Assistant, Medical Office, Medical Assistant, Health Care/Medical Receptionist or comparable).
  • Exposure to electronic health record preferred.
  • Ability to work independently, be goal-directed and have strong organizational skills.
  • Effectively multitask without compromising quality.
  • Ability to comprehend and excel in both verbal and written communication, including proper telephone etiquette, face-to-face interactions, and electronic communications.
  • Ability to communicate with individuals and small groups with credibility and confidence.
  • Ability to handle difficult situations, remain calm under stress, manage emotional situations, display empathy, and maintain positive communication during a rapidly changing/dynamic environment.
  • Turn problems into opportunities by developing innovative and creative solutions.
  • Demonstrate a friendly, positive attitude, display energy and drive in performing daily responsibilities.
  • Must be flexible as well as easily adapt to a changing work environment which will require ongoing maintenance of job-related skills/activities.
  • Able to manage and prioritize tasks simultaneously while working directly with patients who may exhibit diverse needs.
  • Basic Life Support (BLS) may be required in some areas.
  • Individuals may also need to complete additional coursework upon hire.

Responsibilities

  • This position will represent all DOS openings within the OAM group. Multiple managers will have visibility to applicants.
  • Facilitates scheduling and rescheduling of patient visits and coordinates complex appointment schedules within multiple medical specialty practices. Serves as a direct contact and resource to the patient and medical care teams. Obtains or verifies patient demographics, medical insurance information, processes financial screenings and reviews appointment preparation instructions with the patient. Proficiently and professionally communicates and operates through multiple communication avenues including electronically and verbally and must consistently meet or exceed service level standards. Performs related administrative duties such as processing ABN forms, insurance verification, as well as processes patient appointment communications and related materials. Skillfully navigates through multiple electronic applications, devices, and medical equipment. Examples include, but not limited to, electronic medical record, electronic applications, iPad/tablets, and assisting patients in using Kiosks. Independently identifies opportunities for improvement and offers creative solutions. This role requires flexibility which may include cross-coverage and travel depending on location. Must be willing to adjust work schedules in response to department or clinical needs. Accuracy and thoroughness in all patient-related activities including electronic communication, is critical.

FAQs

What are the primary responsibilities of a Desk Operations Specialist in the Office of Access Management?

The primary responsibilities include facilitating scheduling and rescheduling of patient visits, coordinating complex appointment schedules, verifying patient demographics and medical insurance information, processing financial screenings, and communicating effectively with patients and medical care teams.

What qualifications are required for the Desk Operations Specialist position?

A high school diploma or GED and one year of customer service experience are required. Additionally, computer skills, including proficiency in Windows-based applications and navigating multiple electronic applications, are necessary. Completion of a Medical Terminology course within six months of employment is also required for individuals who have not completed one previously.

Is previous experience in a healthcare setting necessary for this role?

While not strictly required, exposure to a healthcare setting and an associate degree in a healthcare-related field are preferred.

What kind of work schedule can I expect in this position?

This is a full-time position with a rotating 8-hour shift schedule from Monday to Friday. Shift times range from as early as 6:30 am to as late as 7:00 pm, and candidates must be flexible to work any 8-hour shift within this time frame.

Are there opportunities for career advancement in this position?

Yes, Mayo Clinic invests in continuing education and advancement opportunities, allowing employees to build a long and successful career.

Will I need to handle difficult situations in this role?

Yes, the role requires the ability to handle difficult situations calmly and respectfully while managing emotional situations and maintaining positive communication, especially in a dynamic work environment.

Is a Basic Life Support (BLS) certification required for the Desk Operations Specialist position?

BLS certification may be required in some areas, and additional coursework may be necessary upon hire.

Are there opportunities for overtime or weekend shifts?

Occasional weekend shifts may be required in some work units to manage patient volumes and meet needs, so flexibility in availability is essential.

What is the compensation range for the Desk Operations Specialist position?

The compensation range is $17.63 - $23.67 per hour, which may vary based on education, experience, and tenure.

How does Mayo Clinic support diversity and inclusion in the workplace?

Mayo Clinic is committed to creating an inclusive environment that values diversity and does not discriminate against any employee or candidate. Women, minorities, veterans, members of the LGBTQ community, and individuals with disabilities are strongly encouraged to apply.

Who should I contact for more information about this position?

For more information, you can contact the recruiter, Tonya Calabro.

Science & Healthcare
Industry
10,001+
Employees

Mission & Purpose

Mayo Clinic has expanded and changed in many ways, but our values remain true to the vision of our founders. Our primary value – The needs of the patient come first – guides our plans and decisions as we create the future of health care. Join us and you'll find a culture of teamwork, professionalism and mutual respect, and most importantly, a life-changing career. Mayo Clinic was founded in Rochester, Minnesota by brothers Dr. William James Mayo and Dr. Charles Horace Mayo. More than 100 years later, their vision continues to evolve around a single guiding value: "The needs of the patient come first." Today we are the largest integrated, not for-profit medical group practice in the world. We are recognized for high-quality patient care more than any other academic medical center in the nation. These endorsements are very gratifying, but also humbling. They remind us of the tradition that has been entrusted to each one of us, and the legacy of excellence that we uphold every day.