Patient Service Specialist

Mayo Clinic

1mo ago

Applications are closed

Job
Full-time
Junior Level
Healthcare
Jacksonville

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. Associate Degree preferred. Experience in a healthcare field preferred. 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. Problem solving, continuous improvement and team building skills required. Superior verbal and written communication skills are necessary. Successfully demonstrate the ability to work effectively in a fast-paced challenging work environment. 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 with credibility and confidence. Ability to handle difficult situations and 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. Able to apply service excellence skills and age-specific awareness as required for working directly with patients who may exhibit diverse needs. This requires ongoing maintenance of job-related skills/activities; individuals may also need to complete additional coursework upon hire. 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.

Responsibilities

The Patient Service Specialist plays an integral role in creating a premium customer service experience and guiding patients and visitors smoothly through their visits. The PSS facilitates patient visits through thorough and timely appointment arrival and scheduling processes. Conveys an impression which reflects favorably upon the public relations of the institution. Obtains or verifies patient demographics, medical insurance information, and processes patient appointment communications and related materials. This position requires direct patient contact; continuous face to face interaction with patients, visitors, physicians, nursing, and other clinical support staff; requires critical thinking skills with attention to detail. Requires the ability to prioritize daily tasks simultaneously within a fast paced, very changing work environment; must be adaptable and flexible within a strong team structure. Ability to understand logistics and how it can relate to your work area associated with the flow of patients throughout Mayo Clinic, including transportation of the patients within the campus with attention to standards of safety and security. Responsible for ensuring the cleanliness and safety of patient facing areas, engaging facilities, and housekeeping services as needed. Receives and responds to phone calls and electronic communications within the institution. Skillfully navigates through multiple electronic applications, devices, and medical equipment. Examples include but are not limited to electronic medical record, other electronic applications, iPad/tablets, and assisting patients in using appointment check-in Kiosks. Patient appointment scheduling may be required. Other job-related duties as assigned by leadership including training of new employees.

FAQs

What is the primary responsibility of a Patient Service Specialist at Mayo Clinic?

The primary responsibility of a Patient Service Specialist (PSS) is to create a premium customer service experience for patients and visitors by facilitating their visits through effective appointment arrival and scheduling processes, while also obtaining and verifying patient demographic and insurance information.

What qualifications are required for the Patient Service Specialist position?

A high school diploma or GED is required, along with one year of customer service experience in areas like administrative, physician's office, appointment scheduling, or the retail/service industry. An associate degree and experience in a healthcare field are preferred. Candidates must also possess computer skills, including proficiency with Windows-based applications.

Are there any training requirements after being hired for this role?

Yes, individuals who have not completed a Medical Terminology course will be required to successfully complete one within the first six months of employment.

What skills are essential for a Patient Service Specialist to succeed in this role?

Essential skills include problem-solving, continuous improvement, team building, superior verbal and written communication, the ability to remain calm under stress, empathetic communication, and flexibility in a fast-paced environment.

What is the pay range for this position?

The compensation for the Patient Service Specialist position ranges from $17.00 to $20.69 per hour, depending on education, experience, and tenure.

Does the Patient Service Specialist position require working on weekends?

Yes, the position may require weekend work as needed, as well as rotating shifts Monday through Friday between the hours of 6 AM to 6 PM.

Is this position eligible for benefits?

Yes, the Patient Service Specialist position is eligible for benefits.

What does the work environment look like for a Patient Service Specialist at Mayo Clinic?

The work environment is fast-paced and dynamic, with a strong focus on creating a positive experience for patients and their families. The role involves continuous face-to-face interaction with patients, visitors, and various clinical support staff.

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

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. The organization actively encourages applications from underrepresented groups, including women, minorities, veterans, and individuals from the LGBTQ community.

What additional responsibilities might a Patient Service Specialist have?

Additional responsibilities may include receiving and responding to phone calls and electronic communications, assisting patients with appointment check-in kiosks, maintaining cleanliness and safety in patient-facing areas, and participating in training new employees as assigned by leadership.

Mayo Clinic

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.