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Patient Appointment Services Specialist (Remote)
About the position
The Patient Appointment Services Specialist is responsible for independently creating and scheduling appointments within the electronic medical record for a complex, multispecialty medical practice. This is supported by gathering patient-specific demographic and provider information to accurately assess the nature of the request and determine the appropriate appointment area; properly advising patients regarding the need for co-payments, referral authorizations, and/or pre-service deposits to ensure the patient arrives on time and is prepared for their procedure or visit; and collecting all Guarantor and insurance details needed to help assess patient eligibility. 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 and family members. 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 and healthcare professionals 80 percent of the day, with the ability to service inquiries without consultation. This requires working with several complex scheduling work flows, managing telephone calls, online requests, and/or fax requests. Accuracy and thoroughness in all patient related activities including electronic communication, is critical. 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.
Responsibilities
- Independently create and schedule appointments within the electronic medical record.
- Gather patient-specific demographic and provider information.
- Advise patients regarding co-payments, referral authorizations, and pre-service deposits.
- Collect Guarantor and insurance details to assess patient eligibility.
- Respond to and interact with patients, customers, referring physicians, and healthcare professionals.
- Interpret and apply Mayo policies regarding scheduling criteria and medical need.
- Navigate multiple systems simultaneously.
- Manage telephone calls, online requests, and fax requests.
- Ensure accuracy and thoroughness in all patient-related activities.
Requirements
- High school diploma/GED and minimum two years' customer service experience in a multi-tasking environment.
- OR Associate's Degree.
- Completion of Medical Terminology course preferred.
- Strong verbal/written communication skills.
- Ability to troubleshoot, problem solve, and balance conflicting demands.
- Independent decision making and sound judgment capabilities.
- Strong attention to detail and follow through.
- Ability to work effectively in a fast-paced team environment.
- Manage difficult and emotional situations, remain calm under stress, and display empathy.
- Strong keyboarding and computer skills.
- Basic understanding of insurance terminology.
Benefits
- 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.
