The Patient Service Specialist (PSS) is essential in delivering an exceptional customer service experience, ensuring patients and visitors proceed efficiently through appointment check-in and clinic visits. The PSS manages patient appointments by conducting prompt and accurate arrival procedures and related scheduling activities. Acting as an ambassador for Mayo Clinic Bold Forward strategies, the PSS primarily supports digital check-in platforms when available and assists patients in navigating various program features and functionalities. Responsibilities primarily include staffing and monitoring department arrival reports and utilizing digital arrival technology such as iPads or handheld tablets and smartphone applications.
Proficiency in using multiple electronic applications and devices is required. The PSS obtains and verifies patient demographics and insurance information and finalizes patient arrival workflows as needed. This position involves direct patient contact and continuous interaction with patients, visitors, physicians, nursing staff, and clinical support staff. It demands critical thinking abilities, strong attention to detail, and the capacity to prioritize tasks effectively in a fast-paced environment. The role also requires the ability to stand for extended periods.
Adaptability and flexibility are necessary, as the PSS may work different shifts and support various departments within a collaborative team structure. Understanding logistics and its application to patient flow throughout the Mayo Clinic, including safe and secure transportation of patients within the campus, is expected. Additional duties include ensuring cleanliness and safety in patient-facing areas, coordinating with facilities and housekeeping services, and responding promptly to phone calls and electronic communications. Patient appointment scheduling may be part of the role. Other job-related responsibilities may be assigned by leadership, including training new employees.
High school diploma or GED and one year of customer service experience required, such as administrative, physician's office, appointment scheduler or retail/service industry. Associate Degree preferred. Experience in a healthcare field preferred. Requires computer skills including Windows-based applications and intranet/internet use with the ability to keyboard and navigate through multiple applications. Individuals that have not completed a Medical Terminology course will be required to successfully complete a Medical Terminology course within six months of employment. Must be comfortable working with a variety of digital technology devices and systems. Must be able to stand for prolonged periods of time, as role requires patient interaction and anticipating their needs. Problem solving, continuous improvement and team building skills required. Superior verbal and written communication skills are necessary. Successfully demonstrate the ability to work effectively in a fast-paced challenging work environment. Ability to comprehend and excel in both verbal and written communication, including proper telephone etiquette, face-to-face interactions, and electronic communications. Ability to communicate with individuals with credibility and confidence. Ability to handle difficult situations and remain calm under stress; manage emotional situations, display empathy, and maintain positive communication during a rapidly changing/dynamic environment. Turn problems into opportunities by developing innovative and creative solutions. Demonstrate a friendly, positive attitude, display energy and drive in performing daily responsibilities. Able to apply service excellence skills and age-specific awareness as required for working directly with patients who may exhibit diverse needs. This requires ongoing maintenance of job-related skills/activities; individuals may also need to complete additional coursework upon hire. This role requires flexibility which may include cross-coverage and travel depending on location. Must be willing to adjust work schedules in response to department or clinical needs.
Mayo Clinic has expanded and changed in many ways, but our values remain true to the vision of our founders. Our primary value – The needs of the patient come first – guides our plans and decisions as we create the future of health care. Join us and you'll find a culture of teamwork, professionalism and mutual respect, and most importantly, a life-changing career.
Mayo Clinic was founded in Rochester, Minnesota by brothers Dr. William James Mayo and Dr. Charles Horace Mayo. More than 100 years later, their vision continues to evolve around a single guiding value: "The needs of the patient come first." Today we are the largest integrated, not for-profit medical group practice in the world.
We are recognized for high-quality patient care more than any other academic medical center in the nation. These endorsements are very gratifying, but also humbling. They remind us of the tradition that has been entrusted to each one of us, and the legacy of excellence that we uphold every day.
