Responsibilities

Assists the Practice Floor Supervisor in ensuring operational efficiencies of the OAM scheduling areas, including direct supervision of the Patient Service Specialists, Scheduling Operations Specialists, and Patient Appointment Services Specialists, and/or other positions as assigned. Supervision of staff may be on-site and/or remote, local or national. The individual must apply professional supervisory expertise, exercising initiative and proficient organizational skills to perform a variety of duties in support of patients, physicians, employees, referring providers, outside organizations, and the institution. Works closely with the Practice Floor Supervisor to ensure optimal utilization of personnel. Responsible daily for patient flow on the floor, supervision and management of unfilled appointments and standby patients. Actively involved with recruiting, hiring, orientation, and training of work unit employees, on-site and remote, local or national. Performs quality review and resolution of scheduling errors, submits template changes, and addresses performance issues as needed. Ensures the best possible itinerary for the patient. Demonstrates the ability to interpret and communicate relevant data and information. Exhibits confidentiality, flexibility and accountability. Prioritizes heavy work volume for work unit in a fast-paced environment. Performs duties independently and initiates judgment in handling difficult or critical situations. Performs competency testing for staff, performance reviews, creates and analyzes reports for OAM and practice leadership, and attends and participates in various meetings and committees on a weekly or monthly basis. Edits and approves timecards on a biweekly basis. Serves as the first point of contact for employee or patient-related issues or concerns and assists in service recovery, which could be outside of normal working hours. Attends supervisory and management meetings and completes assigned tasks while following up with supervisor or manager. Serves as liaison with referring provider offices to optimize referral process. Focuses on improving and refining access-related processes. Serves as interim supervisor when the supervisor is not available. Other duties as assigned.

Qualifications

EDUCATION: Associate degree required.
EXPERIENCE: One (1) year of scheduling or leadership experience is required, preferred within Office of Access Management. 3-5 years customer service experience and Medical Terminology required. 2-3 years of relevant experience including lead roles, project management, leadership experience, and highly skilled operational expertise is preferred. Must demonstrate well-developed leadership skills, as well as superior written and verbal expertise. Must have strong technical capabilities.
COMPETENCY: Exhibits patient and/or customer focus (with the customer being anyone for whom the work is performed). Fosters mutual respect and supports Mayo's commitment to diversity. Practices and promotes teamwork. Performs dependably. Maintains confidentiality. Adheres to high standards of personal conduct.
ADDITIONAL CONSIDERATIONS: Must enjoy working in a fast-paced, stressful, non-clinical office environment. Demonstrates competent teaching ability and strong customer service skills. Must support institutional initiatives. Must be a good role model and demonstrate leadership ability. Demonstrated experience leading projects, committees, and/or taskforces.
JOB KNOWLEDGE: Experience in the Mayo OAM Scheduling System or additional relevant experience with progressive responsibility in lead or supervisory fields is preferred. Must have demonstrated leadership, communication, problem solving and organizational ability. Must be highly organized, efficient, and able to work independently. Must have knowledge of multiple electronic applications which support the OAM scheduling operations. Must be able to perform all job duties for positions assigned under you.

Exemption Status

Nonexempt

Compensation Detail

Education, experience and tenure may be considered along with internal equity when job offers are extended.; $24.07 - $34.95 / hour

Benefits Eligible

Yes

Schedule

Full Time

Hours/Pay Period

80

Schedule Details

Monday through Friday 8:00-5:00pm.

Weekend Schedule

As needed

International Assignment

No

Site Description



Recruiter

Tonya Calabro