Patient Appointment Service Specialist

The Patient Appointment Services Specialist is responsible for independently registering patients, verifying insurance, and scheduling appointments within the electronic medical record for a complex, multispecialty medical practice. This is supported by gathering patient-specific demographics, verifying insurance eligibility, and obtaining provider information to accurately assess the nature of the request and determine the appropriate appointment area. Must properly advise patients regarding the need for referral authorizations and/or pre-service deposits, as well as any prep information, to ensure the patient arrives on time and is prepared for their procedure or visit. Through this process, the Patient Appointment Services Specialist responds to and interacts with a variety of individuals including patients, customers, referring physicians, Mayo providers, allied health staff, family members, and third-party vendors. Appropriate interpretation and application of Mayo policies regarding scheduling criteria and medical need are essential. To provide exceptional service, the Patient Appointment Services Specialist is required to navigate multiple systems simultaneously and is expected to be available or talking with patients or referring physician offices throughout the duration of the day. This requires working with complex scheduling workflows and managing telephone calls, specialty contract requests, online requests, and/or fax requests, as well as internal departmental requests. Accuracy and thoroughness in all patient-related activities, including electronic communication, is critical. Requesting, obtaining and reviewing medical records to ensure patient is appropriately scheduled. Ability to empathically deescalate patient concerns and advise patient of scheduling outcomes due to guidelines. Advise patients of triage process and effectively communicate timeframe expectations. This role requires flexibility which may include cross-coverage and travel depending on location. Position may be eligible for and/or required to telework based on location, work unit and business need. Hours may vary and additional time or overtime may be required to meet workload requirements. Other duties as assigned.

Associate degree or equivalent and minimum one year of customer service or scheduling experience in an environment requiring multi-tasking, such as a call center, administrative/physician's office, appointment scheduler, or retail/service industry OR High school diploma/GED and two years of customer service or scheduling experience. Individuals without relevant medical education or medical experience will be required to successfully complete a Medical Terminology course within six months of employment.Qualified candidates must be customer-focused, service-oriented, possess strong verbal/written communication skills, use critical thinking, solve problems, and balance conflicting demands. Role requires independent decision making and sound judgment capabilities, with a strong attention to detail and follow-through. A demonstrated ability to work effectively in a fast-paced team environment, manage difficult and emotional situations, remains calm under stress, display empathy and maintain positive communication is also required. Must have strong keyboarding and computer skills. Demonstrates basic understanding of insurance terminology.