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Mayo Clinic has been ranked the #1 hospital in the nation by U.S. News & World Report, as well as #1 in more specialties than any other care provider. 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. You’ll thrive in an environment that supports innovation, is committed to ending racism and supporting diversity, equity and inclusion, and provides the resources you need to succeed.
Responsibilities
This position is for a busy customer contact center supporting Mayo Clinic Laboratories with high call volumes.
As Client Solutions Technical Coordinator, you will be part of a team that is a Certified Center of Excellence through Benchmark Portal. You will provide high quality service in a high stress environment to a multi-site enterprise that continues to evolve in complexity. You will be supporting the following departments: Mayo Clinic Health System (MCHS), Department of Laboratory Medicine and Pathology (DLMP) with knowledge of over 3,000 tests and 58 unique labs requiring individualized processes, Mayo Clinic Laboratories (MCL) clients requiring knowledge of state and country laws and regulations, Occupational Health Services - Mayo Clinic - Rochester (MCR), Specialty Sales, Mayo Validation Support Services (MVSS), Center for Individualized Medicine, Bio Services, Healthcare Incident Command System (HICS)
Your working environment will be fast paced, and you'll have many shifting priorities. You will use your critical thinking skills to respond to a variety of technical issues from clients, patients, laboratory staff and physicians via phone, email, web messages, chat, fax, or mail. This includes, but is not limited to, making outbound critical test results, cancellations, revisions, and incoming defects to internal and external clientele. You will resolve technical problems, obtaining additional information at the request of the laboratory to complete testing and ensure patient safety, and investigate new or unusual test requests. You will resolve a wide assortment of hardware/software technical problems, and coordinate problem resolutions with various departments and groups to include off hours and weekend on-call services. You will be managing client complaints and address issues in accordance with laws and regulations of HIPAA, CAP, CLIA, New York State, JACHO and other regulatory agencies. You will be responsible for notifying clients of reagent/assay performance or mechanical/technical issues, facilitating returning of samples, forwarding testing, writing credits, changing and/or canceling testing as determined by the client and DLMP. You will utilize upwards of 30 applications to make informed decisions and must be competent in various computer systems and responsible for system testing and Information Technology (IT) support.
- Individuals hired to this position are required to complete 2 years in this role before being eligible to transfer to other positions within Mayo Clinic.
**This position is not eligible for visa sponsorship; Also, Mayo Clinic DOES NOT participate in the F-1 STEM OPT extension program.
Qualifications
To be considered for the Client Solutions Technical Coordinator I position, you must have a bachelor’s degree or associates degree and 4 years relevant experience in customer service, healthcare or helpdesk/call center or a high school diploma or equivalent and 6 years relevant experience in customer service, healthcare or helpdesk/call center.
Additional Qualifications
- This position is 100% remote and you may work from anywhere within the United States.
- You must include a cover letter and a resume to be considered for this position.
- DLMP/MCS employees that have been in their current lab/position for less than 2 years must attach an early release approval from their supervisor.
- Internal applicants must attach their three most recent performance appraisals to be considered for this position.
- Ability to communicate/interact with all personalities and roles: physicians, pathologists, lab technicians, administrators, and patients
- Self-motivated to work independently on multiple tasks as well as work in a team setting.
- Strong interpersonal human relation’s skills to accomplish goals through collaboration and coordination. Communicates in a direct, clear, and concise manner. Listens carefully and is understanding and maintains an approachable atmosphere.
- Strong organizational skills
- Professional standards and conduct
- Skillful in working with personal computer software, Microsoft Word/Excel and troubleshooting systems.
- Candidates should be proficient in Medical Terminology and must be able to adapt to varied levels of workload and work with ever changing technology in a dynamic environment.
- Provides excellent customer service and technical support to internal and external customers and colleagues across multiple sites.
- Strong analytical
- Manages ambiguous situations and determines appropriate course of action
- Able to work in a high stress, client focused environment with no downtime in each shift
Exemption Status
Nonexempt
Compensation Detail
The pay range for this position is $22.91 - $33.27 per hour. Shift differential for hours worked between 3:00 pm and 11:00 pm Central Time is $1.90/hour, and for hours worked between 11:00 pm and 1:00 am Central Time is $2.50/hour.
Benefits Eligible
Yes
Schedule
Full Time
Hours/Pay Period
80
Schedule Details
Monday - Friday, 2:30 pm - 1:00 am (10-hour shifts) Central Time.
Weekend Schedule
Rotating weekends and holidays.
International Assignment
No
Site Description
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.
Recruiter
Laura Heyde
Department Title
Mayo Collaborative Services
