[Hiring] Lead - Desk Operations Specialist @Mayo Clinic

Role Description

Assists as a member of the management team in support of overall strategy to continuously optimize desk operations practice efficiency. Provides oversight for daily activities as directed by the work unit supervisor or assistant supervisor. Works closely with Desk Operations Specialists, providers, and members of the care team to assist in optimizing the use of all supporting tools and is the subject matter expert (SME) in all desk related activities and functions within their respective division or dept.

• Continuously optimize practice efficiency through use of electronic environment tools, electronic health record (EHR) system, and associated workflows.
• Extensive knowledge of check in, check out, rooming, and scheduling as well as non-visit care support.
• Assist Desk Operations Specialists, providers, and other care team members with daily patient care.
• Create and assist with writing work unit guidelines and SOPs.
• Assist the work unit supervisor/assistant supervisor in performing quality review to ensure that the division/department is meeting expected quality and service standards.
• Identify slots that are unfilled and need to be acted upon, reviewing fill rates and ensuring appropriate calendaring.
• Possess a troubleshooting mindset for systems, including EHR and customer relationship management (CRM).
• Bring ideas forward for practice/process operational improvements and assist with project scoping.
• Identify technical and soft skill gaps within the Desk Operations team and serve as a panel member for interviews.
• Provide excellent communication skills (verbal and in writing), including using empathic communication strategies.
• Routinely serve as a resource and mentor to others as opportunities arise.
• Strong organizational and communication skills and a commitment to quality and excellence in service are important components of the role.

This Lead eDOS position will support a team of 11 remote Patient Access Service Specialists who assist in workqueue and inbasket management across the state of Minnesota. This role is primarily a remote position; however, it may be called upon to assist on-site during critical staffing.

Qualifications

• Excellent communication skills (verbal and in writing).
• Strong organizational skills.
• Commitment to quality and excellence in service.

Requirements

• Extensive knowledge of electronic health record (EHR) systems.
• Experience in desk operations and patient care support.
• Ability to identify and act upon unfilled slots and review fill rates.

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 to secure your future.