Patient Appointment Services SpecialistJob ID 166543BR Date posted 11/12/2021
- La Crosse, Wisconsin
- Full Time
- Office of Access Management
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The Patient Appointment Services Specialist is responsible for independently creating and scheduling appointments within the electronic medical record for a complex, multispecialty medical practice. This is supported by gathering patient-specific demographic and provider information to accurately assess the nature of the request and determine the appropriate appointment area; properly advising patients regarding the need for co-payments, referral authorizations, and/or pre-service deposits to ensure the patient arrives on time and is prepared for their procedure or visit; and collecting all Guarantor and insurance details needed to help assess patient eligibility. Through this process, the Patient Appointment Services Specialist responds to and interacts with a variety of individuals including patients, customers, referring physicians, Mayo providers, allied health staff and family members. Appropriate interpretation and application of Mayo policies regarding scheduling criteria and medical need are essential. To provide exceptional service, the Patient Appointment Services Specialist is required to navigate multiple systems simultaneously and is expected to be available or talking with patients and healthcare professionals 80 percent of the day, with the ability to service inquiries without consultation. This requires working with several complex scheduling work flows, managing telephone calls, online requests, and/or fax requests. Accuracy and thoroughness in all patient related activities including electronic communication, is critical. This role requires flexibility which may include cross-coverage and travel depending on location. Position may be eligible for and/or required to telework based on location, work unit and business need. For all positions it is required to be on-site for at least 6 months to one year before teleworking could be an option. Hours may vary and additional time or overtime may be required to meet workload requirements.
High school diploma/GED and minimum 2 years' customer service experience in an environment requiring multi-tasking, such as a call center, administrative/physician's office, appointment scheduler or retail/ service industry;
Completion of Medical Terminology course preferred. Qualified candidates must be customer-focused, service-oriented, possess strong verbal/written communication skills, and have the ability to trouble shoot, problem solve and balance conflicting demands. Role requires independent decision making and sound judgment capabilities, with a strong attention to detail and follow through. A demonstrated ability to work effectively in a fast-paced team environment, manage difficult and emotional situations, remains calm under stress, display empathy and maintain positive communication is also required. Must have strong keyboarding and computer skills. Demonstrates basic understanding of insurance terminology.
Education, experience and tenure may be considered along with internal equity when job offers are extended. The minimum pay rate is $16.82 per hour.
Hours / Pay period
Hours 8am-5pm M-F Need to be flexible
La Crosse, WI, is a city of 52,000 with a metro area of 120,000 in the Upper Mississippi River Valley, located between Minneapolis/St. Paul, MN, and Madison, WI. The area offers unlimited, four-season recreational opportunities (biking, golf, hiking the bluffs and cross-country/downhill skiing). We have a great family environment with safe and high-quality schools, including two universities and a technical college. There are sport events, a local symphony orchestra, theaters, children's museum and a civic center.
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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