Lead-Desk Operations Specialist

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. Works to continuously optimize practice efficiency through use of electronic environment tools, electronic health record (EHR) system, and associated workflows, including but not limited to 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. Creates and assists with writing work unit guidelines and SOP’s. Assists the work unit supervisor/assistant supervisor in performing quality review to ensure that the division/department is meeting expected quality and service standards in their dept/division; (ex: check in wait times, workqueue monitoring, service excellence, electronic messaging turn-around time, etc.). Identifies slots that are unfilled and need to be acted upon, reviewing fill rates and ensuring appropriate calendaring with the right patient scheduled in the right slot. Possesses a troubleshooting mindset for systems, including EHR, customer relationship management (CRM). Is an integral staff member who brings ideas forward for practice/process operational improvements and assists with project scoping. Identifies technical and soft skill gaps within the Desk Operations team and serves as a panel member for interviews of Desk Operations Specialists and other positions within the division or dept. as needed. Must provide excellent communication skills (verbal and in writing), including using empathic communication strategies while demonstrating professional examples for staff to follow. Routinely serves 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.

High school diploma or GED and 1 year of experience as Desk Operations Specialist, healthcare or customer service field, or an Associate’s Degree; Prior management experience is preferred, but not required. Demonstrates leadership potential, organizational skills and ability to communicate effectively with others.Current experience with Mayo Clinic EHR applications (e.g., Epic, Synthesis) and productivity applications (Microsoft Word, PowerPoint, Excel, and Access, and Outlook) required. Ability to demonstrate computer literacy in aforementioned applications. Demonstrated ability to troubleshoot daily work flows in desk operations including registration/scheduling, check in, rooming, checkout, and/or non-visit care support. Must be able to perform a variety of tasks simultaneously. Problem solving and decision-making skills. Effective verbal and written communication skills, with demonstrated ability to effectively communicate and interact with all levels of healthcare professionals as well as external customers.

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.