Mayo Clinic Laboratories
Why Mayo Clinic
Mayo Clinic Laboratories (MCL) is the diagnostic reference laboratory for Mayo Clinic. MCL specializes in esoteric laboratory testing for health care organizations throughout the United States and around the world.
Mayo Laboratory Inquiry (MLI), the call center for MCL, is staffed 24 hours a day, 7 days a week, to provide timely service when calls to or from clients are needed. Handling over a million calls a year, MLI has a comprehensive system in place, ensuring that clients get the answers they need quickly, without delays or excessive transfers. All MLI representatives are trained to manage the extensive information of a complex laboratory and are continuously updated on changes.
Customer service representatives answer more than 90% of all calls within 20 seconds, and clients are not subjected to touch-tone option menus. 93% of calls to MCL are resolved on the first contact.
The position is a Certified Center of Excellence through Benchmark Portal. Responsible for providing high quality service to multi-site enterprise that continues to evolve in complexity. Supports the following departments: MCHS, DLMP with knowledge of over 3,000 tests and 58 unique labs with individualized processes, MML clients, Patient Release of Information, OCHS, MCR technical support and result notification, Specialty Sales, Direct to Physician Office, MVSS, Exact Science, CIMS BioServices, HICS, and allied health staff in a very high stress environment.
Critical thinking and responding to a variety of technical issues from clients, patients, laboratory and physicians via phone, email, web, chat, fax or mail. This includes but is not limited to; calling critical test results, cancellations, revisions and defects to internal/external clientele. Able to resolve technical problems timely, obtaining additional information at the request of the laboratory to complete testing and ensure patient safety, and investigate new or unusual test requests. Assists in resolving a wide assortment of hardware/software technical problems is able to coordinate problem resolutions with various departments and IS to include off hours and weekend on-call services. Manage client complaints and addresses issues in accordance to laws and regulations of HIPAA, CAP, CLIA, NY State, JACHO and other regulatory agencies. Responsible for notifying clients of reagent/assay performance or mechanical/technical issues, forwarding testing, writing credits, changing and/or canceling testing as determined by the client and DLMP. Utilize upwards of 30 applications in order to make informed decisions. Must be competent in various computer systems and responsible for system testing and IT support.
Responsible for managing the workflow. Required to act on all processes to resolve and relay information to agents, clinicians, technical support and IT. This position’s roll includes; writing/editing and obsoleting SOP’s in accordance to job specific tasks. Practices lean problem solving techniques using root cause analysis for managing escalated communications. Need to be proficient and liable for system testing including user acceptance testing/software quality assurance and IT support including edits and changes to Remedy, MLI Website, CRM and SOFT. Manages the on boarding of new employees including mentoring, coaching and the development. Installation of all IT and telephone systems including; system access, application, problem solve IT issues, reimaging and access removal. Completes quality reports, KPI’s, account audits, client specific requests including exceptions and all MLI staff system setups. Facilitates client cancel and revised report notification. Provides monthly and yearly agent performance review input. Maintains confidentiality of employee concerns/ issues, as well as all results and patient information.
Bachelor’s degree OR Associates degree with 5 years relevant experience in DLMP, MML, customer service, healthcare or helpdesk/call center OR HS/GED and 7 years relevant experience in DLMP, MML, customer service, healthcare or help desk/call center is required.
** Visa sponsorship is not available for this position; Also, Mayo Clinic DOES NOT participate in the F-1 STEM OPT extension program**
Experienced Leadership in customer service, help desk or a technical support environment is essential. Interact with physicians, pathologists, lab technicians, administrators and patients in order to provide accurate information while complying with quality and regulatory agencies. Must be self-motivated to work independently as a leader on multiple tasks as well as work in a team setting. Incumbent must have strong interpersonal human relation’s skills to accomplish goals through collaboration and coordination. Position requires strong organizational skills maintains professional standards and conduct. Communicates in a direct, clear and concise manner. Is skillful in working with personal computer software, Microsoft Word/Excel and troubleshooting systems. Listens carefully and is understanding and maintains an approachable atmosphere. Candidates should be proficient in Medical Terminology and must be able to adapt to varied levels of workload and work with ever changing technology in a dynamic environment. Provide excellent customer service and technical support to internal and external customers and colleagues across multiple sites. Strong interpersonal, analytical, and organizational skills are required. Effectively manages ambiguous situations and determines appropriate course of action. Able to work in a high stressed, client focused environment with no downtime in a given shift.
ALL MUST be included for your application to be considered:
*Internal candidates must provide their past three performance appraisals.
*Transcripts (unofficial copy accepted) or NACES detailed international equivalency for foreign degrees.
Education, experience and tenure may be considered along with internal equity when job offers are extended. The minimum pay rate is $21.95 per hour.
10 hour shift
Wednesday - Saturday 11:30 a.m. -10:30 p.m. ** Saturday hours = 6:00 a.m.-4:30 p.m.
Saturday 6:00 a.m. -4:30 p.m.
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.
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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.