Responsibilities

The Desk Operations Supervisor is an integral member of the practice leadership team who is responsible for the overall management, coordination, and performance of desk operations specialists. The Desk Operations Supervisor is responsible for managing and monitoring daily patient care demand and capacity in accordance with institutional initiatives and in conjunction with practice leadership. Accountable for managing and meeting key performance metrics, workforce optimization, and employee productivity. Responsible for hiring, evaluating, managing, and developing employees. Responsible for quality and service expectations performed by Desk Operations Specialists (both inpatient and outpatient) and/or eHealth Assistants, and others as assigned. These duties may include but not limited to: registration/scheduling, patient check-in, patient check-out, rooming, non-visit care support, such as electronic messaging, etc. Must solve complex problems for patients during visit itineraries and non-visit care needs. Standard operating procedures are developed, implemented and followed. Accountable for appropriate staffing to meet the needs of the work unit and is knowledgeable of workforce planning requirements when replacement or incremental staff are needed. Ensures the appropriate onboarding and training process is applied to new hires which include developing appropriate training plans with reinforcement of skills for long term employees. Identifies and analyzes operational/practice improvement ideas and implements changes. Assists in developing business requirements for department/division reports with appropriate leadership and analytical colleagues. The Desk Operations Supervisor must have the ability to work in an environment with changing priorities and multiple concurrent tasks while maintaining a high level of customer service with a focus on patient satisfaction. Accountable for using appropriate data to drive staffing to workload and other business-related decisions. May be accountable for more than one department/division with a potential of staff in multiple locations. May also be responsible for managing Medical Staff Assignment Coordinators, Patient Access Services Specialist(s), eHealth Assistants, and others. Proactively manages relationships by collaborating with leadership, administrators, consulting staff and other clinic operations colleagues. Desk hours of operation may vary and are based upon business demands and meeting the needs of our patients. This is inclusive of days, evenings and weekends.

Qualifications

High school diploma or GED and 10 years of experience in a healthcare or customer service field; or an Associate’s Degree with 5 years experience in healthcare or in a customer service field; or Bachelor’s Degree with two years experience in healthcare or in a customer service field. 3 years prior management experience is required.Must have strong communication, interpersonal, problem solving and organizational skills. A commitment to providing excellent customer service and the ability to work collaboratively in a team environment is essential. Outstanding professionalism, strong computer skills, time management skills and the ability to work independently. Works well both with and in positions of authority, fosters an environment of mutual respect, teamwork and open collaboration not only within their work unit but across enterprise work units. Must understand and promote a culture of safety. Ability to recognize staff for opportunities of growth and development and also recognize positive behaviors. Must demonstrate good judgment in respecting the confidentiality of patient and employee information along with promoting a high degree of morale and spirit of motivation within the work unit. Requires flexibility and a willingness to participate and initiate change to improve efficiency and patient care. Must have knowledge of multiple office and clinical applications which support the clinical practice. Consideration should be given to a second supervisor rotation to broaden experience and knowledge of desk operations. Rotations may be required for continued professional development and business needs.

During the selection process, you may participate in an OnDemand (pre-recorded) interview that you can complete at your convenience. During the OnDemand interview, a question will appear on your screen, and you will have time to consider each question before responding. You will have the opportunity to re-record your answer to each question - Mayo Clinic will only see the final recording. The complete interview will be reviewed by a Mayo Clinic staff member, and you will be notified of next steps.

Exemption Status

Exempt

Compensation Detail

$64,209.60 - $96,345.60/ year Education, experience and tenure may be considered along with internal equity when job offers are extended.

Benefits Eligible

Yes

Schedule

Full Time

Hours/Pay Period

80

Schedule Details

Monday-Friday. Daytime shift based on needs of department. Travel will be required, as this position supports staff across Wisconsin in Barron, Bloomer, Chetek, Chippewa Falls, Rice Lake, and Eau Claire.

Weekend Schedule

No weekends.

International Assignment

No

Site Description



Recruiter

Keri Pellegrom