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Lead Patient Appointment Services Specialist

Job ID 165877BR Date posted 11/05/2021
  • Eau Claire, Wisconsin
  • Full Time
  • Office of Access Management
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Position description
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.

High school diploma or GED and 2 years of experience in a PAC/PASS, healthcare or customer service field;
An Associate’s Degree with 1year 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

Compensation Detail
Education, experience and tenure may be considered along with internal equity when job offers are extended. The minimum pay rate is $17.26 per hour.

Benefits eligible

Full Time

Hours / Pay period

Schedule details
Mon-Fri hours vary between 6:30 am - 8:00 pm

Weekend schedule
Some weekends possible - hours vary 8:00 am -5:00 pm; some holidays


International Assignment

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 10 for Hospitals in Wisconsin (U.S. News & World Report, 2019-2020).

Joy Kundrata

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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All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender identity, sexual orientation, national origin, protected veteran status, or disability status. Learn more about "EEO is the Law." Mayo Clinic participates in E-Verify and may provide the Social Security Administration and, if necessary, the Department of Homeland Security with information from each new employee's Form I-9 to confirm work authorization.

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Job offers

Job offers are contingent upon successful completion of a post offer placement assessment including a urine drug screen, immunization review and tuberculin (TB) skin testing, if applicable.


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