Referral Operations Specialist
The Referral Operations Specialist has primary responsibility for supporting the implementation and on-going operational support for Mayo Clinic systems that support our external users. As the liaison between the external providers and our internal teams, the liaison utilizes their knowledge of clinical processes, EMR and Mayo Clinic systems to provide customer service, training and daily support. Serves as first escalation point for external customer support to resolve provider and practice issues. Ability to resolve if possible or triage and escalate the problem to the appropriate team. The individual will adhere to privacy policies and procedures and report any suspected breaches and is responsible to validate portal users using approved guidelines and process. Provides communication and follow-up to our external providers. The individual must demonstrate a strong ability to build rapport with others and effectively communicate even in difficult circumstances. Other key responsibilities include providing input and support for process/workflow analysis, proactively identifying quality issues and escalating to appropriate physician, collaborating with various internal teams to assure we meet agreed upon turnaround times that support the eConsult process. Schedules vary. Travel required.
The position required a Bachelor’s degree in business, healthcare or related field and 4 years of successful operation process driven or web based system experience as well as successful client service experience with all levels of decision makers. An Associate’s degree in business, healthcare or related field and 6 years of experience in a clinical setting with successful clinical operations experience. Experience with electronic tools including but not limited to: Electronic Health Record, spreadsheets and presentations tools Must be able to work independently and possess excellent interpersonal and communication skills. Strong writing skills to document processes and prepare training presentations is required. Ability to present in group setting is required. Experience with the scheduling processes and systems that support the clinical practice is preferred.
Candidate must live within a 100 mile radius of one of our three campuses.
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.