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.

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.