Patient Service Specialist

Overview

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.

• Staff and monitor department arrival reports and utilize digital arrival technology (e.g., iPads, handheld tablets, smartphone applications).
• Assist patients in navigating digital check-in platforms and program features/functions.
• Obtain and verify patient demographics and insurance information; finalize patient arrival workflows as needed.
• Maintain direct patient contact and ongoing interaction with patients, visitors, physicians, nursing staff, and clinical support staff.
• Respond promptly to phone calls and electronic communications; coordinate with facilities and housekeeping services as needed.
• Support patient appointment scheduling as part of the role.
• Adapt to different shifts and support various departments within a collaborative team structure.
• Understand logistics and its application to patient flow throughout the Mayo Clinic, including safe and secure transportation of patients within the campus.
• Contribute to ensuring cleanliness and safety in patient-facing areas.
• Assist with training new employees and perform other duties as assigned by leadership.

• Proficiency in using multiple electronic applications and devices.
• Ability to stand for extended periods.
• Strong critical thinking, attention to detail, and the ability to prioritize tasks in a fast-paced environment.
• Excellent communication and interpersonal skills to interact with patients, visitors, and clinical staff.
• Flexibility and adaptability to work different shifts and support various departments.
• Understanding of logistics and patient flow, including safe and secure transportation within the campus.
• Ability to work with digital check-in platforms and assist patients with program features.