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Mayo Clinic Access Operations Supervisor - International in Rochester, Minnesota

Why Mayo Clinic

Mayo Clinic is the nation's best hospital (U.S. News & World Report, 2020-2021) and ranked #1 in more specialties than any other care provider. We have a vast array of opportunities ranging from Nursing, Clinical, to Finance, IT, Administrative, Research and Support Services to name a few. Across all locations, you’ll find career opportunities that support diversity, equity and inclusion. At Mayo Clinic, we invest in you with opportunities for growth and development and our benefits and compensation package are highly competitive. We invite you to be a part of our team where you’ll discover a culture of teamwork, professionalism, mutual respect, and most importantly, a life-changing career!

Mayo Clinic offers a variety of employee benefits. For additional information please visit Mayo Clinic Benefits (https://jobs.mayoclinic.org/benefits/) . Eligibility may vary.

Position description

The Supervisor is an integral member of the practice leadership team who is responsible for the overall management, coordination and performance of the Appointment Office(s). The Supervisor is responsible for managing and monitoring appointment demand and capacity in accordance with institutional initiatives and in conjunction with practice leadership. Responsible for hiring, evaluating, managing, and developing employees. Accountable for managing and meeting key performance metrics, workforce optimization, and employee productivity. Responsible for appointment scheduling quality and regulating appropriate use of decision tree algorithms, policies and procedures to ensure the scheduling of the right patient with the right provider at the right time and with the right preparation. Ensures the department/division is meeting institutional expectations for appointment turn-around time. Must solve complex scheduling problems including those involving physicians along with ensuring standard operating procedures are developed, implemented and followed. Accountable for appropriate staffing to meet the needs of the work unit and is knowledgeable of workforce planning requirements when replacement or incremental staff is needed. Ensures the appropriate onboarding and training process is applied to new hires which include developing appropriate training plans with reinforcement of skills for long term employees. Identifies and analyzes operational/practice improvement ideas and implements changes. Assists in developing business requirements for department/division reports with appropriate leadership and analytical colleagues. The Supervisor must have the ability to work in an environment with changing priorities and multiple concurrent tasks while maintaining a high level of customer service with a focus on patient satisfaction. Accountable for using appropriate call center/access data to drive staffing to workload and other business-related decisions. May be accountable for more than one Department/Division with a potential of staff in multiple locations. May also be responsible for managing Medical Staff Assignment Coordinators in addition to Patient Access Services Specialist(s). Proactively manages relationships by collaborating with leadership, administrators, consulting staff and other clinic operations colleagues. Appointment Office hours of operation may vary and are based upon business demands and meeting the needs of our patients. This is inclusive of days, evenings and weekends.

Qualifications

High school diploma or GED and 10 years of experience in a healthcare or customer service field; or an Associate’s Degree with 5 years’ experience in healthcare or in a customer service field; or Bachelor’s Degree with two years’ experience in healthcare or in a customer service field. 3 years of prior supervisory/management experience required.

Additional qualifications

Must have strong communication, interpersonal, problem solving and organizational skills. A commitment to providing excellent customer service and the ability to work collaboratively in a team environment is essential. Outstanding professionalism, strong computer skills, time management skills and the ability to work independently. Works well both with and in positions of authority, fosters an environment of mutual respect, teamwork and open collaboration not only within their work unit but across enterprise work units. Must understand and promote a culture of safety. Ability to recognize staff for opportunities of growth and development and also recognize positive behaviors. Must demonstrate good judgment in respecting the confidentiality of patient and employee information along with promoting a high degree of morale and spirit of motivation within the work unit. Requires flexibility and a willingness to participate and initiate change to improve efficiency and patient care. Must have knowledge of multiple office and clinical applications which support the clinical practice. Consideration should be given to a second supervisor rotation to broaden experience and knowledge of Scheduling Operations. Rotations may be required for continued professional development and business needs.

Exemption status

Exempt

Compensation Detail

Education, experience and tenure may be considered along with internal equity when job offers are extended. The minimum salary every 2 weeks is approx $2237.60, based on a full-time position.

Benefits eligible

Yes

Schedule

Full Time

Hours / Pay period

80

Schedule details

Responsible for covering business operational hours 7:00am - 6:00pm

Weekend schedule

N/A

Remote

No

Site description

Mayo Clinic is located in the heart of downtown Rochester, Minnesota, a vibrant, friendly city that provides a highly livable environment for more than 34,000 Mayo staff and students. The city is consistently ranked among the best places to live in the United States because of its affordable cost of living, healthy lifestyle, excellent school systems and exceptionally high quality of life.

Recruiter

Brianna Hanna

EOE

As an Affirmative Action and Equal Opportunity Employer Mayo Clinic is committed to creating an inclusive environment that values the diversity of its employees and does not discriminate against any employee or candidate. Women, minorities, veterans, people from the LGBTQ communities and people with disabilities are strongly encouraged to apply to join our teams. Reasonable accommodations to access job openings or to apply for a job are available.

As an Affirmative Action and Equal Opportunity Employer Mayo Clinic is committed to creating an inclusive environment that values the diversity of its employees and does not discriminate against any employee or candidate. Women, minorities, veterans, people from the LGBTQ communities and people with disabilities are strongly encouraged to apply to join our teams. Reasonable accommodations to access job openings or to apply for a job are available.

Equal opportunity

As an Affirmative Action and Equal Opportunity Employer Mayo Clinic is committed to creating an inclusive environment that values the diversity of its employees and does not discriminate against any employee or candidate. Women, minorities, veterans, people from the LGBTQ communities and people with disabilities are strongly encouraged to apply to join our teams. Reasonable accommodations to access job openings or to apply for a job are available.

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