Mayo Clinic is top-ranked in more specialties than any other care provider according to U.S. News & World Report. As we work together to put the needs of the patient first, we are also dedicated to our employees, investing in competitive compensation and comprehensive benefit plans – to take care of you and your family, now and in the future. And with continuing education and advancement opportunities at every turn, you can build a long, successful career with Mayo Clinic.
Benefits Highlights
Medical: Multiple plan options.Dental: Delta Dental or reimbursement account for flexible coverage.Vision: Affordable plan with national network.Pre-Tax Savings: HSA and FSAs for eligible expenses.Retirement: Competitive retirement package to secure your future.
Responsibilities
The position is part of a team that 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 requiring individualized processes, MML clients requiring knowledge of state and country laws and regulations, Patient Release of Information, ability to speak with patients to deliver their results, Davita Laboratories, Occupational Health Services - MCR technical support and result notification, Specialty Sales - Direct to Physician Office initiatives, MVSS special studies, Exact Science, Center for Individualized Medicine Bio Services, 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 staff and physicians via phone, email, web messages, chat, fax or mail. This includes but is not limited to; making outbound critical test results, cancellations, revisions and incoming defects to internal and 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 groups 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, facilitating returning of samples, 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.
**This position is not eligible for visa sponsorship with the exception of the TN visa classification; Also, Mayo Clinic DOES NOT participate in the F-1 STEM OPT extension program**
Qualifications
Bachelor’s degree OR Associates degree with 4 years relevant experience in customer service, healthcare or helpdesk/call center OR HS/GED and 6 years relevant experience in customer service, healthcare or helpdesk/call center is required. Interact with physicians, pathologists, lab technicians, administrators and patients in order to provide accurate information while complying with quality and regulatory agencies.
Certification and License:
ASCP certification preferred.
Additional Qualifications:
Must be self-motivated to work independently 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. Bilingual is not required but recommended. 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.
**Individuals hired to this position are required to complete 2 years in this position before becoming eligible to transfer to other positions within Mayo Clinic**
Exemption Status
Nonexempt
Compensation Detail
Education, experience and tenure may be considered along with internal equity when job offers are extended.; $24.07 - $34.95 / hour
Benefits Eligible
Yes
Schedule
Full Time
Hours/Pay Period
80
Schedule Details
Monday through Friday 10am - 6:30pm (CST); Rotating weekends with 1 out of 6. Individuals hired can work remote from anywhere in the US.
Weekend Schedule
Rotating - 1 out of every 6 worked
International Assignment
No
Site Description
Just as our reputation has spread beyond our Minnesota roots, so have our locations. Today, our employees are located at our three major campuses in Phoenix/Scottsdale, Arizona, Jacksonville, Florida, Rochester, Minnesota, and at Mayo Clinic Health System campuses throughout Midwestern communities, and at our international locations. Each Mayo Clinic location is a special place where our employees thrive in both their work and personal lives. Learn more about what each unique Mayo Clinic campus has to offer, and where your best fit is.
Equal Opportunity
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender identity, sexual orientation, national origin, protected veteran status or disability status. Learn more about the "EOE is the Law". Mayo Clinic participates in E-Verify and may provide the Social Security Administration and, if necessary, the Department of Homeland Security with information from each new employee's Form I-9 to confirm work authorization.
Recruiter
Ruhama Halake