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Client Solutions Technical Coordinator I - Remote

Job ID 193886BR Date posted 11/22/2022
  • Rochester, Minnesota
  • Full Time
  • Laboratory Medicine & Pathology
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Why Mayo Clinic
Mayo Clinic is the nation's best hospital (U.S. News & World Report, 2022-2023) and ranked #1 in more specialties than any other care provider. We have a vast array of opportunities ranging from Nursing, Clinical, to Finance, IT, Administrative, Research and Support Services to name a few. At Mayo Clinic, we invest in you with opportunities for growth and development. Our benefits and compensation package are highly competitive – for additional information please visit Mayo Clinic Benefits as eligibility may vary. We are excited to invite you to be a part of our team within the Department of Laboratory Medicine & Pathology (DLMP) where you’ll discover a culture of teamwork, professionalism, mutual respect, and most importantly, a life-changing career!

Diversity and inclusion are integral to Mayo Clinic's mission to provide excellent, culturally relevant care in a welcoming environment to all individuals from a wide variety of backgrounds. In DLMP and Mayo Collaborative Services (MCS), we aim to diversify our workforce and to create an inclusive work environment where differences are valued, allowing individuals to achieve and contribute to their fullest potential. By leveraging the strengths that each diverse individual and group brings to the table, we gain the strategic advantages of accelerated innovation, better problem solving, enhanced productivity and job satisfaction, improved quality, and, most importantly, we find better ways to meet the needs of our patients.

Position description
As Client Solutions Technical Coordinator, you will be part of a team that is a Certified Center of Excellence through Benchmark Portal. You will provide high quality service in a high stress environment to a multi-site enterprise that continues to evolve in complexity. You will be supporting the following departments:
  • Mayo Clinic Health System (MCHS)
  • Department of Laboratory Medicine and Pathology (DLMP) with knowledge of over 3,000 tests and 58 unique labs requiring individualized processes
  • Mayo Clinic Laboratories (MCL) clients requiring knowledge of state and country laws and regulations
  • Occupational Health Services - Mayo Clinic - Rochester (MCR)
  • Specialty Sales
  • Mayo Validation Support Services (MVSS)
  • Center for Individualized Medicine
  • Bio Services
  • Healthcare Incident Command System (HICS)

Your working environment will be fast paced, and you'll have many shifting priorities. You will use your critical thinking skills to respond to a variety of technical issues from clients, patients, laboratory staff and physicians via phone, email, web messages, chat, fax, or mail. This includes, but is not limited to, making outbound critical test results, cancellations, revisions, and incoming defects to internal and external clientele. You will resolve technical problems, obtaining additional information at the request of the laboratory to complete testing and ensure patient safety, and investigate new or unusual test requests. You will resolve a wide assortment of hardware/software technical problems, and coordinate problem resolutions with various departments and groups to include off hours and weekend on-call services. You will be managing client complaints and address issues in accordance with laws and regulations of HIPAA, CAP, CLIA, New York State, JACHO and other regulatory agencies. You will be responsible for notifying clients of reagent/assay performance or mechanical/technical issues, facilitating returning of samples, forwarding testing, writing credits, changing and/or canceling testing as determined by the client and DLMP. You will utilize upwards of 30 applications to make informed decisions and must be competent in various computer systems and responsible for system testing and Information Technology (IT) support.

*Individuals hired to this position are required to complete 2 years in this role before being eligible to transfer to other positions within Mayo Clinic.

**This position is not eligible for visa sponsorship; Also, Mayo Clinic DOES NOT participate in the F-1 STEM OPT extension program.


Qualifications
To be considered for the Client Solutions Technical Coordinator position, you must meet one of the 3 requirements below.
  • Bachelor’s degree is required
OR
  • Associates degree AND 4 years relevant experience in customer service, healthcare or helpdesk/call center required
OR
  • High school diploma or equivalent AND 6 years relevant experience in customer service, healthcare or helpdesk/call center is required



*Department of Laboratory Medicine and Pathology (DLMP) employees that have been in their current lab/position for less than 2 years must attach an early release approval from their supervisor.


**This position is not eligible for visa sponsorship; Also, Mayo Clinic DOES NOT participate in the F-1 STEM OPT extension program.


Additional qualifications
  • This position is 100% remote and you may work from anywhere within the United States.
  • You must include a cover letter and a resume to be considered for this position.
  • Internal applicants must attach their three most recent performance appraisals to be considered for this position.
  • Ability to communicate/interact with all personalities and roles: physicians, pathologists, lab technicians, administrators, and patients
  • Self-motivated to work independently on multiple tasks as well as work in a team setting.
  • Strong interpersonal human relation’s skills to accomplish goals through collaboration and coordination. Communicates in a direct, clear, and concise manner. Listens carefully and is understanding and maintains an approachable atmosphere.
  • Strong organizational skills
  • Professional standards and conduct
  • Skillful in working with personal computer software, Microsoft Word/Excel and troubleshooting systems.
  • Candidates should be proficient in Medical Terminology and must be able to adapt to varied levels of workload and work with ever changing technology in a dynamic environment. B
  • Provides excellent customer service and technical support to internal and external customers and colleagues across multiple sites.
  • Strong analytical
  • Manages ambiguous situations and determines appropriate course of action
  • Able to work in a high stress, client focused environment with no downtime in each shift
  • For international/foreign-trained applicants, it is the responsibility of the applicant to provide Mayo Clinic the following transcript information in your application:
    • MUST have a DETAILED equivalency evaluation. The applicant is responsible for the cost associated with obtaining the equivalency evaluation.
      • MUST show US equivalent degree
      • Evaluation MUST be completed from an organization listed as a member of the National Association of Credential Evaluation Services (NACES) www.naces.org OR the Association of International Credential Evaluators, Inc. (AICE) www.aice-eval.org


Exemption status
Non-exempt

Compensation Detail
Required education, experience, and tenure, along with internal equity will be considered when an offer is extended. The pay range for this position is $22.24 - $32.30 per hour.

Benefits eligible
Yes

Schedule
Full Time

Hours / Pay period
80

Schedule details
10:00 am - 6:30 pm Central Time

*100% remote; may work from anywhere in the U.S.


Weekend schedule
Rotating weekends and holidays.

Remote
Yes

International Assignment
No

Site description
This position is 100% remote; you may work from anywhere within the U.S.

Recruiter
Laura Heyde

EOE
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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