Medallion Patient/Physician Specialist

The position resides within the Medallion Program, which is currently located on the Thunderbird campus. Serves as an ambassador of the Medallion Program practice and to its primary care patients. Coordinates resources to assure that medallion patients receive appropriate, expedited, discrete, and seamless services while at Mayo Clinic. Provides medical practice secretarial support to the physicians, schedules, and patient requests. Additionally, the EDIM Patient / Physician Specialist performs and coordinates various administrative tasks to assure an exceptional patient experience, including discussing and arranging special scheduling, providing new patient orientation to the program and facility, and performing service recovery when needed. Provides support to EDIM physicians which includes calendar management, schedule maintenance, presentation preparation, trip/travel arrangements, and physician mail. Receives and triages calls, faxes, medical records, and electronic mail requests and/or answers a variety of questions. Answers high volume of incoming phone calls in a prompt and courteous manner. a) Demonstrates superior customer service skills through appropriate interaction with callers. b) Screens and routes phone calls appropriately. c) Takes complete and legible messages. Performs data entry or retrieval of information from and into multiple database systems. Place orders for Mayo printed materials (business cards and brochures), IT help requests and organizes office supplies. Obtains and enters computer accurate demographic, insurance, and medical record information. Independently evaluates above information and makes quick and accurate decisions regarding appropriate appointment arrangements.

Maintains expert knowledge of medical terminology and department systems and procedures. Accurately determines patients who do not qualify for the Medallion Program, tactfully and knowledgeably explains lack of appointment availability, waiting list, denials, walk-in option, and accurately enters patient parameters in list computer functions. Position will further be understanding of department/division practices and procedures by a) Working closely with and learning from physicians and other clinical members of the healthcare team to build upon practice-specific knowledge. b) Utilizes knowledge to promote the practice and serve as a resource to patients, referring providers and others with questions/concerns. c) Attends and participates in department meetings/events, provides input into current issues, and stays current on the latest in department/division news, procedures, programs, etc. Responds to and resolves complaints from providers and/or patients related to scheduling and customer service concerns. Uses good judgment in determining when to involve supervisor. Correct problem situations and appropriately respond to patients.

During the selection process you may participate in an OnDemand (pre-recorded) interview that you can complete at your convenience.  During the OnDemand interview, a question will appear on your screen, and you will have time to consider each question before responding.  You will have the opportunity to re-record your answers to each question - Mayo Clinic will only see the final recording.  The complete interview will be reviewed by a Mayo Clinic staff member and you will be notified of next steps.  

• Associate degree in health care management, business, communications or related field required. A minimum of three (3) years of secretarial, back office/front office or customer service experience in a health care facility.
• Bachelor's degree preferred. Fluency in Spanish and/or another language used frequently by Mayo patients is preferred.
• Demonstrated interpersonal, organizational, and customer service skills. Effective verbal and written communication skills.
• Thorough knowledge of scheduling system(s) and detailed understanding of clinical operations workflows. Demonstrated computer experience with advanced proficiency in Microsoft Office, including Microsoft Word and
• Demonstrated analytical and problem-solving skills.
• Ability to work independently as well as in a team, multi-task and prioritize workload.
• Previous Mayo Clinic experience with EPIC, Excel & Outlook strongly preferred.

Why Mayo Clinic
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