Patient appointment services specialists (PASS) facilitate patient visits and support health care providers by anticipating and responding to patient needs and requests of the health care team.

As a PASS, you will use patient-specific information to accurately determine the nature of an appointment request and independently schedule and confirm patient appointments.

You will be expected to:

• Utilize strong technical skills to navigate electronic tools to determine accurate appointment scheduling
• Multi-task across multiple computer resources to update patient electronic health information (For example; insurance)
• Coordinate complex scheduling which may include multi-specialty itineraries
• Leverage phone etiquette and customer service skills to accurately communicate with patients and the health care team

Work schedules are primarily day shifts, Monday through Friday. 

Click to watch a short video to learn more about the opportunity to join Mayo Clinic as a PASS: https://youtu.be/XAw6FjeUG2E

This role requires flexibility which may include cross-coverage. Position is remote so telework is required. Hours may vary and additional time or overtime may be required to meet workload requirements.

This vacancy is not eligible for sponsorship and we will not sponsor or transfer visas for this position.

During the selection process, you may participate in an OnDemand (pre-recorded) interview that you can complete at your convenience. During the OnDemand interview, a question will appear on your screen, and you will have time to consider each question before responding. You will have the opportunity to re-record your answer to each question - Mayo Clinic will only see the final recording. The complete interview will be reviewed by a Mayo Clinic staff member and you will be notified of next steps.

This posting is for applicants external to Mayo Clinic only. Internal candidates please search for Patient Appointment Services Specialist in the internal Opportunity Marketplace.

Required Qualifications :
High school diploma/GED and minimum two 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; OR Associate’s Degree. Individuals without relevant medical education or medical experience will be required to successfully complete a Medical Terminology course within six months of employment.

Additional Qualifications :
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.