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Lead Desk Operations Specialist

Job ID 163774BR Date posted 10/13/2021
  • Cannon Falls, Minnesota
  • Full Time
  • Office of Access Management
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Mayo Clinic offers a variety of employee benefits. For additional information please visit Mayo Clinic Benefits. Eligibility may vary.

Position description
Assists as a member of the management team in support of overall strategy to continuously optimize desk operations practice efficiency. Provides oversight for daily activities as directed by the work unit supervisor or assistant supervisor. Works closely with Desk Operations Specialists, providers, and members of the care team to assist in optimizing the use of all supporting tools and is the subject matter expert (SME) in all desk related activities and functions within their respective division or dept. 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 check in, check out, rooming, and scheduling as well as non-visit care support. Assist Desk Operations Specialists, providers and other care team members with daily patient care. Creates and assists with writing work unit guidelines and SOP’s. Assists the work unit supervisor/assistant supervisor in performing quality review to ensure that the division/department is meeting expected quality and service standards in their dept/division; (ex: check in wait times, workqueue monitoring, service excellence, electronic messaging turn-around time, etc.). 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, including EHR, customer relationship management (CRM). Is an integral staff member who brings ideas forward for practice/process operational improvements and assists with project scoping. Identifies technical and soft skill gaps within the Desk Operations team and serves as a panel member for interviews of Desk Operations Specialists and other positions within the division or dept. as needed. Must provide excellent communication skills (verbal and in writing), including using empathic communication strategies while demonstrating professional examples for staff to follow. Routinely serves as a resource and mentor to others as opportunities arise. Strong organizational and communication skills and a commitment to quality and excellence in service are important components of the role.

This position will support both Cannon Falls and Lake City locations with potential to support other practices within River Practice. The individual will be expected to travel.

Qualifications
High school diploma or GED and 1 year of experience as Desk Operations Specialist, healthcare or customer service field, or an Associate’s Degree; Prior management experience is preferred, but not required. Demonstrates leadership potential, organizational skills and ability to communicate effectively with others

Additional qualifications
Current experience with Mayo Clinic EHR applications (e.g., Epic, Synthesis) and productivity applications (Microsoft Word, PowerPoint, Excel, and Access, and Outlook) required. Ability to demonstrate computer literacy in aforementioned applications. Demonstrated ability to troubleshoot daily work flows in desk operations including registration/scheduling, check in, rooming, checkout, and/or non-visit care support. 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 $18.64 per hour.

Benefits eligible
Yes

Schedule
Full Time

Hours / Pay period
80

Schedule details
Rotating schedules within hours of 7:00am-8:00 pm Monday through Friday (may include holidays)

Weekend schedule
Rotation of weekend hours to include 7:00 am-5:00 pm (may include holidays).

Remote
No

Recruiter
Maggie Kramer

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.
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