Job description

Why Mayo Clinic
Mayo Clinic is the nation's best hospital (U.S. News & World Report, 2022-2023) 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. Eligibility may vary.

Position description
The Patient Experience Representative serves as an intake specialist and liaison between the patients/family members and Mayo Clinic. Responsible to answer the phone line as assigned, document and address concerns, and facilitate communication to resolve perceived concerns or questions for the benefit of both the patient and Mayo Clinic. The Patient Experience Representative may be assigned to other duties and responsibilities to facilitate effective resolution of patient concerns and processing of complaints, grievances, compliments and suggestions. Provides customer service support in a variety of operational functions.

Qualifications
High School diploma or equivalent required. Minimum of two years works experience in healthcare setting or customer service experience such as a call center, administrative or physician's office, appointment scheduler or retail/service industry.

Additional qualifications
Two years of post-secondary education preferred. Must display strong relationship centered interpersonal skills: listening, speaking, rapport building, empathy, conflict resolution, facilitation, problem solving and crisis intervention. Must have strong documentation and data entry skills. Ability to work autonomously, as appropriate, and in collaboration with the Patient Experience team, physicians, administrators, support supervisors, allied health staff, and Patient Financial Services. Confidentiality, professionalism, and organizational skills required. Able to tolerate an ambiguous, fast-paced, demanding and constantly changing work environment. Must possess information systems technology skills: Microsoft Word, Midas Plus, EMR, and Internet/Intranet.

Exemption status
Non-exempt

Compensation Detail
$20.04 - $28.27 / hour

Benefits eligible
Yes

Schedule
Full Time

Hours / Pay period
80

Schedule details
Monday - Friday; 8-5 pm

Weekend schedule
N/A

International Assignment
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
Lynnette Fleshman

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.

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