Patient Experience Representative

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 Highlights

• 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.

Responsibilities

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.

**This vacancy is not eligible for sponsorship / we will not sponsor or transfer visas for this position.

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 answer 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.

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 . 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

Nonexempt

Compensation Detail

$22.73 - $32.26/hour; Education, experience and tenure may be considered along with internal equity when job offers are extended.

Benefits Eligible

Yes

Schedule

Full Time

Hours/Pay Period

80

Schedule Details

Monday - Friday: 8am - 5 pm. This position covers both Phoenix and Scottsdale campuses.

International Assignment

No

Site Description

Just as our reputation has spread beyond our Minnesota roots, so have our locations. Today, our employees are located at our three major campuses in Phoenix/Scottsdale, Arizona, Jacksonville, Florida, Rochester, Minnesota, and at Mayo Clinic Health System campuses throughout Midwestern communities, and at our international locations. Each Mayo Clinic location is a special place where our employees thrive in both their work and personal lives. Learn more about what each unique Mayo Clinic campus has to offer, and where your best fit is.

Equal Opportunity

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender identity, sexual orientation, national origin, protected veteran status or disability status. Learn more about the "EOE is the Law" . Mayo Clinic participates in E-Verify and may provide the Social Security Administration and, if necessary, the Department of Homeland Security with information from each new employee's Form I-9 to confirm work authorization.

Recruiter

Lynnette Fleshman