Access Operations Supervisor

Office of Access Management
Position description
The following departments have openings: Sports Medicine, Vascular/Dental, and Gastroenterology.

The Supervisor is an integral member of the practice leadership team who is responsible for the overall management, coordination and performance of the Appointment Office(s). The Supervisor is responsible for managing and monitoring appointment demand and capacity in accordance with institutional initiatives and in conjunction with practice leadership. Responsible for hiring, evaluating, managing, and developing employees. Accountable for managing and meeting key performance metrics, workforce optimization, and employee productivity. Responsible for appointment scheduling quality and regulating appropriate use of decision tree algorithms, policies and procedures to ensure the scheduling of the right patient with the right provider at the right time and with the right preparation. Ensures the department/division is meeting institutional expectations for appointment turn-around time. Must solve complex scheduling problems including those involving physicians along with ensuring standard operating procedures are developed, implemented and followed. Accountable for appropriate staffing to meet the needs of the work unit and is knowledgeable of workforce planning requirements when replacement or incremental staff is needed. Ensures the appropriate onboarding and training process is applied to new hires which include developing appropriate training plans with reinforcement of skills for long term employees. Identifies and analyzes operational/practice improvement ideas and implements changes. Assists in developing business requirements for department/division reports with appropriate leadership and analytical colleagues. The Supervisor must have the ability to work in an environment with changing priorities and multiple concurrent tasks while maintaining a high level of customer service with a focus on patient satisfaction. Accountable for using appropriate call center/access data to drive staffing to workload and other business-related decisions. May be accountable for more than one Department/Division with a potential of staff in multiple locations. May also be responsible for managing Medical Staff Assignment Coordinators in addition to Patient Access Services Specialist(s). Proactively manages relationships by collaborating with leadership, administrators, consulting staff and other clinic operations colleagues. Appointment Office hours of operation may vary and are based upon business demands and meeting the needs of our patients. This is inclusive of days, evenings and weekends.
High school diploma or GED and 10 years of experience in a healthcare or customer service field; or an Associate’s Degree with 5 years’ experience in healthcare or in a customer service field; or Bachelor’s Degree with two years’ experience in healthcare or in a customer service field. 3 years of prior Supervisory/Management experience required.
Additional qualifications
Must have strong communication, interpersonal, problem solving and organizational skills. A commitment to providing excellent customer service and the ability to work collaboratively in a team environment is essential. Outstanding professionalism, strong computer skills, time management skills and the ability to work independently. Works well both with and in positions of authority, fosters an environment of mutual respect, teamwork and open collaboration not only within their work unit but across enterprise work units. Must understand and promote a culture of safety. Ability to recognize staff for opportunities of growth and development and also recognize positive behaviors. Must demonstrate good judgment in respecting the confidentiality of patient and employee information along with promoting a high degree of morale and spirit of motivation within the work unit. Requires flexibility and a willingness to participate and initiate change to improve efficiency and patient care. Must have knowledge of multiple office and clinical applications which support the clinical practice. Consideration should be given to a second supervisor rotation to broaden experience and knowledge of Scheduling Operations. Rotations may be required for continued professional development and business needs.
Exemption status
Compensation Detail
Education, experience and tenure may be considered along with internal equity when job offers are extended.  The minimum salary every 2 weeks is approx $2150.40, based on a full-time position.
Benefits eligible
Full Time
Hours / Pay period
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.
Administration, Business, Finance
Career profile
Clinical & Support Services
Job posting number
Brianna Hanna
Equal opportunity employer
Mayo Clinic is an equal opportunity educator and employer (including veterans and persons with disabilities).