The Patient Relations Coordinator works in a healthcare concierge setting, serving as the key point of contact between department leadership, enterprise development office, and our esteemed domestic and international patients, including benefactors, trustees, and high-profile individuals. This role involves assisting and liaising between clinical departments, administrative teams, development officers, patients, and their family and friends by coordinating and facilitating their overall patient journey. The coordinator is responsible for ensuring patient itineraries are complete, with all scheduling and navigation needs accounted for. Coordinators will be required to work on multiple systems including Epic, CRM, Microsoft 365, and other applications as assigned. Additionally, coordinators will be required to carry a Mayo Clinic mobile phone that will be accessible to patients, development officers, and Mayo Clinic staff.

The Patient Relations Coordinator strives to deliver outstanding patient experiences and addresses any service recovery needs. Coordinators need to be discreet, professional, polished, highly organized, and confident interacting with individuals at all levels of the organization.  This role is ideal for someone who thrives in a concierge environment and takes pride in delivering top-tier service with every interaction.   Adherence to ethical, compliance, and regulatory standards is mandatory for this position. Availability to work weekends, evenings or holidays is also required.    

High school diploma or GED and 8 years of experience in a healthcare or in a high-touch customer service field; or an associate's degree with 5 years’ experience in a high-touch customer service field; or bachelor's degree with 2 years’ experience in healthcare or in a high-touch customer service field. 

Requires excellent oral and written communication skills, and the ability to work in a complex environment with multi-dimensional points of view. The incumbent must be able to work effectively in a consensus-style operation that expects and promotes teamwork. Must be comfortable with ambiguity, exhibit good decision making and judgment capabilities, attention to detail, and follow-through. Must possess the ability to inspire trust and confidence and communicate effectively with internal and external audiences. Incumbent must be self-motivated, self-directed and highly organized who will promote a productive, collegial workplace and be a professional ambassador for Mayo Clinic. The ability to prioritize work and handle a variety of tasks simultaneously is necessary in this position. Belief in the mission and strong ethical conduct is essential. Prior desk, appointment, or secretarial experience and a working knowledge of scheduling systems and procedures are preferred. Must be proficient in information technology, MS Office products, and clinical applications. An understanding of a complex healthcare system and the philanthropic process is desirable. Requires the ability to work collaboratively and professionally to build rapport with others at all levels of responsibility. Must possess excellent interpersonal skills and have the ability to interact on a professional level with individuals from diverse backgrounds.