Team Lead - Call Center Representative - Laboratory Medicine



City
Phoenix
State
Arizona
Telecommute
No
Department
Laboratory Medicine & Pathology
Why Mayo Clinic
At Mayo Clinic, we treat patients from all different backgrounds and we believe having a diverse team helps us complete our mission to support the needs of our patients. Our patients and teams are diverse in terms of backgrounds, skills, experiences and perspectives. We are dedicated to being an industry leader in growing a diverse and inclusive workforce that thrives at Mayo. If you would like support our mission, we invite you to consider applying for a Life Changing Career!
Position description
*** Supports the Lab Call Center in leading and providing excellent customer service to our clinical operations and acts as an information resource at our various lab locations at both outpatient and inpatient settings. ***

Efficiently and effectively leads a team of call center representatives and manages a high volume of incoming and outgoing telephone calls. Serves as the subject matter expert for tasks performed in the call center. Assists in the educational development of staff and completion of annual appraisals and competencies. Uses and teaches professional communication with staff and patients. Serves as a liaison for the call center. Is responsible for working cooperatively with Mayo Clinic staff and patients promoting professional and respectful interactions. Serves as an informational representative of clinical departments/divisions providing general information in response to patient and Mayo Clinic practice inquiries. Maximizes availability for incoming calls to meet demand by making adjustments as needed to accommodate workload and staffing needs. May be required to provide coverage at different work locations (e.g. Mayo Clinic Hospital, Mayo Clinic Phoenix Building, Mayo Clinic Building Scottsdale). The successful candidate will have evidence of problem-solving and organization skills. Demonstrated ability to work in a team environment as well as independently and lead a team. Demonstrated ability of excellent phone etiquette and ability to utilize appropriate resources. Utilizes knowledge gained from previous experience in laboratory medicine, laboratory call center and lab customer service to successfully perform the essential functions of the job. Performs other job related duties and tasks as assigned.
Qualifications
High school diploma or GED equivalent.
A minimum of two years’ experience in a call center environment.
Minimum one year of experience in a laboratory environment required for representatives in the Department of Laboratory Medicine Call Center.
Must have strong communication and interpersonal skills
Must have excellent customer service skills
Must have strong computer skills working with various applications, i.e. windows, word, excel, etc.
Must have familiarity with electronic medical record software
Must have superior problem solving and organizational skills.
Must have ability to prioritize and maintain productivity in a fast paced environment
Must have strong multi-tasking skills and attention to detail
Additional qualifications
Associate's degree from an accredited institution preferred. Customer service experience and Windows/Word proficiency preferred. Outstanding communication and interpersonal skills. Superior problem solving and organizational skills. Ability to prioritize and maintain productivity in a fast-paced environment. Strong multi-tasking skills and attention to detail.
License or certification
None
Exemption status
Non-exempt
Compensation Detail
Education, experience and tenure may be considered along with internal equity when job offers are extended. The minimum pay rate is $17.81 per hour.
Benefits eligible
Yes
Schedule
Full Time
Hours / Pay period
80
Schedule details
Monday thru Friday 6am-14:30
Weekend schedule
Possible weekends/holidays
Site description
Over the next four years, Mayo Clinic is making significant investments in both the physical and technological future of health care, through doubling the size of the Mayo Clinic campus in Phoenix, inclusive of practice, education, and research activities. Mayo Clinic's campuses in Arizona are located in Phoenix and Scottsdale, in the beautiful Sonoran Desert. The region is known as the Valley of the Sun, a metropolitan area with more than 4 million residents in 25 cities and towns.

With Phoenix being the fifth largest city in the nation, this sunny "desert metropolis" offers the amenities of a big city in the midst of a strikingly beautiful, rugged, southwest landscape.

Scottsdale frequently earns praise as a highly desirable place to live. The city's more than 200,000 residents enjoy a vibrant mix of culinary hot spots, arts and entertainment, professional and collegiate sports teams, and community resources. The region's desert climate promotes an outdoor lifestyle with a full complement of sports and recreation.
Category
Clinical Labs and Research
Career profile
Clinical Labs
Job posting number
140249BR
Recruiter
Mary Ricci
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.