The Assistant Supervisor-Patient Relations supports the Manager by helping to oversee day-to-day operations of the Patient Relations team and serves as a key liaison for our ultra-high net worth patients (benefactor, trustee, high influence, etc.) and Mayo Clinic. This position provides input and direction for workload and schedules and must have a firm understanding of Mayo’s clinical practices to explore opportunities for growth and expand duties as needed both internally and externally. The Assistant Supervisor helps to lead project improvement teams and implements changes for staff and work unit development. In the absence of the Manager, the Assistant Supervisor provides general leadership support for the team.

In addition to these leadership responsibilities, the Assistant Supervisor may function, when necessary, in a Senior Patient Relations Specialist capacity, assisting patients and families by coordinating and facilitating their overall experience and managing administrative tasks related to their care journey. This includes providing oversight throughout the patient care experience, intervening as necessary, and ensuring a high-touch, concierge level of service. The Assistant Supervisor works collaboratively with internal and external physicians, Mayo Clinic leadership, patient appointment service specialists, desk operations specialists, patients, and family members to provide an exceptional patient experience and to lead service recovery when needed for our highest-level benefactors and Board of Trustees members. The Assistant Supervisor is expected to model Mayo Clinic’s values in every interaction and is responsible for mentoring and coaching Patient Relations Specialists to support their growth and performance. This role requires adherence to all ethical, compliance, and regulatory standards set forth for the department and institution. Flexibility to work weekends and evenings, as needed, is required to meet the needs of this patient population and to support team operations.

The role requires the ability to inspire trust and confidence and to communicate professionally with internal and external stakeholders, including clinical and administrative leaders. An understanding of healthcare operations—and ideally familiarity with benefactor or high-touch service environments—is preferred. Proficiency with electronic health records, particularly Epic, is highly desired. The individual must be able to build rapport with people from diverse backgrounds and uphold Mayo Clinic’s mission and ethical standards.

A bachelor’s degree is required. Previous experience in a healthcare setting—ideally within a hospital or academic medical center—is essential. Experience supporting positive patient experiences or coordinating patient care is strongly preferred. Superior communication and interpersonal skills, along with the ability to use sound judgment in difficult or sensitive situations. The Assistant Supervisor must be able to work independently, generate solutions, and accommodate a flexible work schedule.

Experience in communication, customer service, or patient care is preferred. Candidates must be able to work effectively in a complex, team-oriented environment, demonstrate strong decision-making skills, and be comfortable with ambiguity. Attention to detail, organization, follow-through, and the ability to manage multiple priorities are essential.