Mayo Clinic SkillBridge - Internship Program

Position: Desk Operations Specialist Length of Internship: 12 Weeks Job Description: Facilitates patient visits and supports the health care provider by anticipating and responding to patient needs and requests of the health care team. Allows care providers to focus on patient care by coordinating details of patient visits, which can include coordinating complex appointment schedules and daily activities of the care providers in a multispecialty medical practice, preparing patients, completing pre-examination record information, managing the flow of patient materials. Obtains or verifies patient demographics, medical insurance information, and properly advises patients of scheduling delays or changes to the appropriate individuals and serves as a direct contact and resource to the patient. Schedules and reschedules tests/consults requests from various venues of communication. Performs related administrative duties such as processing ABN forms, insurance verification, as well as processes patient appointment communications and related materials. Able to navigate through multiple electronic applications and devices, medical equipment, examples include iPad/tablets, Text Reminder Notifications, and assisting patients in using Kiosks. This role requires flexibility which may include cross-coverage and travel depending on location. Must be willing to adjust work schedules in response to department or clinical needs. Minimum Education and/or Experience Required: High school diploma or GED and one year of customer service experience required, such as administrative, physician's office, appointment scheduler or retail/service industry. Requires computer skills including Windows-based applications and intranet/internet use with the ability to keyboard and navigate through multiple applications. Individuals that have not completed a Medical Terminology course will be required to successfully complete a Medical Terminology course within six months of employment. Additional Experience and/or Qualifications: Associate’s degree and coursework in a healthcare related field is preferred (e.g., Administrative Clinic Assistant, Medical Office, Medical Assistant, Health Care/Medical Receptionist or comparable). Exposure to electronic health record preferred. Ability to work independently, be goal-directed and have strong organizational skills. Effectively multitask without compromising quality. Ability to comprehend and excel in both verbal and written communication, including proper telephone etiquette, face-to-face interactions, and electronic communications. Ability to communicate with individuals and small groups with credibility and confidence. Ability to handle difficult situations, remain calm under stress, manage emotional situations, display empathy, and maintain positive communication during a rapidly changing/dynamic environment. Turn problems into opportunities by developing innovative and creative solutions. Demonstrate a friendly, positive attitude, display energy and drive in performing daily responsibilities. Must be flexible as well as easily adapt to a changing work environment which will require ongoing maintenance of job-related skills/activities. Must be willing to adjust work schedules in response to department or clinical needs. Able to manage and prioritize tasks simultaneously while working directly with patients who may exhibit diverse needs. Basic Life Support (BLS) may be required in some areas. Individuals may also need to complete additional coursework upon hire.

ABOUT THE JOB

Training Program Weeks 1 and 2 (Practice SupporT TRAINING): Day 1 Goals of Week 1 and 2: Complete Practice Support Training ​​☐​ Welcome and Log-in to computer- 7:30am to 8:30am ​​☐​ Badge Photos – 8:30am ​​☐​ Lunch 11:30am to 12:00pm Day 2 ​​☐​ Go to classroom- Epic Training (RTD) 7:45am to 5:00pm Day 3 ​​☐​ Go to classroom - Epic Training (RTD) 7:45am to 4:00pm day 4- Day 10 ​​☐​ Daily PST Training- 7:30am to 4:00pm ​​☐​ Two Supervisor Check in’s (15-20mins) during the 5-day training period. What do you think about Mayo/Job? / Questions? ​​☐​ Connect with Military Mentor sometime during the 2 weeks PST period. Week 3 (rEPORT TO ASSIGNed Department): DAY 11- DAY 15 Goals of Week 3: Demonstrate the ability to independently work through our check-in/registration processes. ​​☐​ Reception Desk Check in Training Set up Epic DAR Review specific departments that floor supports Work with Trainer/Preceptor to learn the Registration/Check in Process Insurance & Registration Verification Patient Forms/Questionnaires/Tablets ​​☐​ Supervisor/mentor Check in’s (15 – 20 mins) Weeks 4 and 5 (REPORT TO ASSIGNED DEPARTMENT): DAY 16 - DAY 25 Goals of Week 4-5: Demonstrate the ability to locate scheduling resources and independently schedule appointments. ​​☐​ Check Out Scheduling Training Review Scheduling Training Resources Work with Trainer/Preceptor to learn the Registration/Check Out Process OAM Standardized Workflow – Call Log/In baskets/Manage Work Queues Scheduling Guide Overview of Mayo Clinic Digital strategies ​​☐​ Work with Trainer to learn Scheduling Process/Specific Work Queues the team supports ​​☐​ Supervisor Check in’s (15 – 20 mins) Week 6 (rEPORT TO DEPT ASSIGNMENT): DAY 26- DAY 30 Goals of Week 6: Demonstrate ability to schedule independently and follow the department specific guidelines. ​​☐​ Department Specific POD training Review care team, expectations Phones/In baskets/Work Queue monitoring Review WQ monitor responsibilities ​​☐​ Supervisor/Mentor Check in’s (15 – 20 mins) ​​☐​ Program Evaluation: Performance and determination if they would be a candidate for a full-time Mayo Clinic Desk Operations Specialist position. Week 7-12 (rEPORT TO DEPT ASSIGNMENT): Continue to work within a precepting team for the duration of the internship. Notes: Unless otherwise stated, daily shifts are Monday through Friday 8am to 5pm. Lunches and breaks are planned around workload but rotate between 11am to 1pm

RESPONSIBILITIES✨

• Facilitates patient visits and supports the health care provider by anticipating and responding to patient needs and requests of the health care team.
• Coordinates details of patient visits, including complex appointment schedules and daily activities of care providers in a multispecialty medical practice.
• Manages the flow of patient materials, obtains or verifies patient demographics, medical insurance information, and advises patients of scheduling delays or changes.
• Performs administrative duties such as processing ABN forms, insurance verification, and processes patient appointment communications and related materials.
• Navigates through multiple electronic applications and devices, assists patients in using medical equipment like iPads/tablets, and Text Reminder Notifications.

QUALIFICATIONS✨

• High school diploma or GED and one year of customer service experience required.
• Requires computer skills including Windows-based applications and intranet/internet use with the ability to keyboard and navigate through multiple applications.
• Completion of a Medical Terminology course within six months of employment if not already completed.
• Associate’s degree and coursework in a healthcare related field is preferred.
• Ability to work independently, multitask without compromising quality, and manage emotional situations.

ADDITIONAL ELIGIBILITY

https://jobs.mayoclinic.org/skillbridge

TARGET MOCS

All MOCs

ELIGIBLE SERVICE BRANCHES

US Air Force, US Army, US Coast Guard, US Marine Corps, US Navy, US Space Force

BENEFITS✨

• Training in Practice Support, Epic systems, and department-specific processes.
• Potential for a full-time position as a Mayo Clinic Desk Operations Specialist upon successful completion of the internship.

OTHER

MCSKILLBRIDGE@mayo.edu