Provides work direction, education, orientation, training, and operational problem solving within the assigned Telephone Office work unit on a day-to-day basis.  Assists Manager in developing and maintaining a customer-focused and efficient work unit that supports code team deployment along with follow-up, telephone operations and on call for departments throughout the establishment.  Work unit is staffed 24-hours a day, seven-days a week.  Communicates department policies and procedures and interprets departmental and institutional policies to staff.  Assists in current technology that supports the maintenance and growth of progressive and efficiently organized work unit.  Must be flexible to respond to changing priorities and handle changing workflow.  Serves as a professional example and team leader to staff members working all shifts.  

Responsible for the development and management of productivity statistics to support staffing and works collaboratively with Manager in expense management of work unit.  Employs and promotes the use of quality management tools to ensure continuous improvement of systems, customer service and operations of work unit.  Manages performance of staff, coaching, training, corrective action and provides feedback as necessary.  Assures that all staff are knowledgeable regarding codes and can perform these functions without assistance after proper training, keeping in mind the safety of our patients and staff.

High School diploma required with two years supervisory experience in a medical facility.  Bachelor's degree is preferred with two years supervisory experience in a medical facility required.  Must be able to demonstrate strong customer service, team building and leadership skills, assist the Manager with daily operations, and must be able to work independently without direct supervision.  The ability to interact professionally with patients, guests and staff is a must.  The position also requires strong spoken and written communication skills, problem solving skills, decisiveness, and the ability to cope with ambiguous situations.  Proficient computer skills are required in Excel, internet and Word.  After an appropriate training period, will be proficient with Telephone Office/Mayo Clinic applications.

Five years of supervisory experience in a Call Center and a bachelor’s degree may be substituted for medical facility experience.  Candidates must demonstrate working knowledge with Microsoft 365 and possess experience utilizing AI platforms. 

Innovation is essential to our mission.  We seek individuals who embrace creativity, adapt to change, and contribute fresh ideas that drive continuous improvement and excellence.

This vacancy is not eligible for sponsorship/we will not sponsor or transfer visas for this position.  Mayo Clinic DOES NOT participate in the F-1 STEM OPT extension program.