Access & Navigation Specialist - Full Time - Rochester

Why Mayo Clinic
When you’re a part of Mayo Clinic, diversity is about opening up to unconventional ideas that create better outcomes, while recognizing colleagues' unique contributions. Become part of the legacy that embraces these differences and enables us to provide the best care to patients from all over the world.
Position description
This role represents Mayo Clinic as one of the first contact points a patient or visitor will have upon arriving to campus, and is a critical team member in facilitating patient visits. The Access & Navigation Specialist provides excellent customer service while establishing and maintaining a pleasant and helpful relationship for patients, visitors, and other Mayo Clinic personnel. In addition to providing overall presence, they may greet patients and visitors, assist in navigation, utilize the electronic health record (EHR) to verify patient appointments and/or visitor status, communicate with colleagues within the practice to gather appointment details, and follow designated screening scripts and process flows. They are also responsible for understanding and enforcing entrance utilization and related policies (ex: masking, badging) and engaging security, nursing and others as needed. The Access & Navigation Specialist primarily works at patient designated buildings to ensure policy enforcement and to monitor patient and visitor flow within the building. Job responsibilities also include communicating effectively with patients, visitors and Mayo Clinic colleagues, and de-escalating conflict or stressful situations. This role has view only access to the electronic medical record to support verifying information.

This role requires flexibility which may include cross-coverage. Must be willing to adjust work schedules in response to institutional or work unit needs; may include evening, week-end and holiday hours.
High school diploma or GED and one year of customer service experience required, such as administrative, physician's office, appointment scheduler or retail/service industry. Requires computer skills including Windows-based applications and intranet/internet use with the ability to keyboard and navigate through multiple applications. Individuals that have not completed a Medical Terminology course will be required to successfully complete a Medical Terminology course within six months of employment. Requires effective communication, strong problem solving and conflict management skills. Must be able to adapt to unpredictable situations and stress. Works varied hours which may include days, evenings, days/evenings, holidays and weekends with rotating days off.
Additional qualifications
Previous hospital or clinical experience is preferred. Previous customer facing roles preferred.
Exemption status
Compensation Detail
Education, experience and tenure may be considered along with internal equity when job offers are extended. The minimum pay rate is $16.92 per hour.
Benefits eligible
Full Time
Hours / Pay period
Schedule details
Monday-Friday with various shifts, including weekends.
Weekend schedule
Various shifts.
Site description
Mayo Clinic is located in the heart of downtown Rochester, Minnesota, a vibrant, friendly city that provides a highly livable environment for more than 34,000 Mayo staff and students. The city is consistently ranked among the best places to live in the United States because of its affordable cost of living, healthy lifestyle, excellent school systems and exceptionally high quality of life.
Office & Administrative Support, Other Patient Care, Support Services
Job posting number
Oo Her
Equal opportunity employer
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.