Breakthrough

Mayo Clinic Customer Assistance (MCCA) serves as Mayo Clinic's digital support contact center, helping patients successfully navigate and use digital services while providing real-time feedback that improves the overall digital patient experience. This position leads a customer-focused support team responsible for delivering reliable technical and navigational services across Mayo Clinic patient portal. The role combines people leadership, advanced application support, and clinical operations expertise to improve workflows, address complex customer needs, and support digital health initiatives. Working collaboratively with clinical, technical, and operational partners, this position helps drive service excellence, process improvement, and effective use of technology to support patient care and practice operations.

Provides administrative, supervisory, and technical oversight for the Mayo Clinic Customer Assistance work unit.  Provides more complex support and resolves issues for both vended and custom developed applications.  Participate in communicating, problem solving, resolving, and/or escalating complex services issues.  Routinely assists with application analysis, configuration, testing, training, and implementation of applications.

Possesses advanced understanding of application configurations.

Serves as a key partner with customers to develop relationships and an understanding of business needs, goals, and objectives, providing expert knowledge of the systems supported and how the system is utilized by the customers.

Represents customer-focused support and possesses oral and written communication and interpersonal skills to be able to effectively interact with customers, vendors, and other technical areas within and external to the department.

Interfaces routinely with colleagues who may be located at any of the Mayo Group practices performing job responsibilities requiring virtual collaboration and partnership.  

Develops and maintains a customer, patient, practice-focused and efficient work unit.  

Address customer service concerns and staff needs by initiating process improvement activities, procedure development, training, and other strategies.  Collect, analyze, and report productivity statistics and work unit metrics.  Establish and monitor work unit expenses and purchases.  Conflict management, performance management and scheduling of work unit personnel.

Stays up to date with operating systems, new features, and updates to properly support all technical platforms (IOS, Android and web).  

Manages call center operations, collaborating with the Clinic Operations leadership, administrator(s), and consulting staff members to facilitate efficient clinical practices, which may include multiple outpatient practices and/or locations.

Regulates and adjusts staffing to accommodate workload. Generates and interprets data to support practice initiatives and responds to productivity measures.

Works with Center for Digital Health leadership to identify and analyze problems and implement changes to improve Center for Digital health operations. Participates in practice and institutional initiatives as a change agent. Collaborates with and provides support to internal and external customers. 

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

2-year degree plus 4 years of experience or HS/GED plus 6 years of experience preferably in user support role; equivalent to Help Desk and/or Customer Service.

Additional Experience and/or Qualifications: 
Demonstrates exceptional problem-solving skills.
Possesses hardware and software trouble-shooting skills.
Experience in multiple clinical areas in a large healthcare institution is preferred.
A comprehensive understanding of the physician practice and patient flow throughout a large healthcare institution is required.
Detail oriented. 
Time management and organizational skills, along with the ability to make quick and concise decisions is required.
In depth experience with one or more clinical applications and technical knowledge of systems beyond end-user skills is required.
Must be able to facilitate others in a team setting, work through difficult issues, and bring groups to consensus.

The preferred candidate will possess call center management experience.