Client Solutions Technical Coordinator Lead - Mayo Laboratory Inquiry Job at Mayo Clinic
Why Mayo Clinic
Mayo Clinic is the nation's best hospital (U.S. News & World Report, 2022-2023) and ranked #1 in more specialties than any other care provider. We have a vast array of opportunities ranging from Nursing, Clinical, to Finance, IT, Administrative, Research and Support Services to name a few. At Mayo Clinic, we invest in you with opportunities for growth and development. Our benefits and compensation package are highly competitive – for additional information please visit Mayo Clinic Benefits as eligibility may vary. We are excited to invite you to be a part of our team within the Department of Laboratory Medicine & Pathology (DLMP) where you’ll discover a culture of teamwork, professionalism, mutual respect, and most importantly, a life-changing career!
Diversity and inclusion are integral to Mayo Clinic's mission to provide excellent, culturally relevant care in a welcoming environment to all individuals from a wide variety of backgrounds. In DLMP and Mayo Collaborative Services (MCS), we aim to diversify our workforce and to create an inclusive work environment where differences are valued, allowing individuals to achieve and contribute to their fullest potential. By leveraging the strengths that each diverse individual and group brings to the table, we gain the strategic advantages of accelerated innovation, better problem solving, enhanced productivity and job satisfaction, improved quality, and, most importantly, we find better ways to meet the needs of our patients.
Position description
The position is a Certified Center of Excellence through Benchmark Portal. Responsible for providing high quality service to multi-site enterprise that continues to evolve in complexity. Supports the following departments: MCHS, DLMP with knowledge of over 3,000 tests and 58 unique labs with individualized processes, MML clients, Patient Release of Information, OCHS, MCR technical support and result notification, Specialty Sales, Direct to Physician Office, MVSS, Exact Science, CIMS BioServices, HICS, and allied health staff in a very high stress environment.
Critical thinking and responding to a variety of technical issues from clients, patients, laboratory and physicians via phone, email, web, chat, fax or mail. This includes but is not limited to; calling critical test results, cancellations, revisions and defects to internal/external clientele. Able to resolve technical problems timely, obtaining additional information at the request of the laboratory to complete testing and ensure patient safety, and investigate new or unusual test requests. Assists in resolving a wide assortment of hardware/software technical problems is able to coordinate problem resolutions with various departments and IS to include off hours and weekend on-call services. Manage client complaints and addresses issues in accordance to laws and regulations of HIPAA, CAP, CLIA, NY State, JACHO and other regulatory agencies. Responsible for notifying clients of reagent/assay performance or mechanical/technical issues, forwarding testing, writing credits, changing and/or canceling testing as determined by the client and DLMP. Utilize upwards of 30 applications in order to make informed decisions. Must be competent in various computer systems and responsible for system testing and IT support.
Responsible for managing the workflow. Required to act on all processes to resolve and relay information to agents, clinicians, technical support and IT. This position’s roll includes; writing/editing and obsoleting SOP’s in accordance to job specific tasks. Practices lean problem solving techniques using root cause analysis for managing escalated communications. Need to be proficient and liable for system testing including user acceptance testing/software quality assurance and IT support including edits and changes to Remedy, MLI Website, CRM and SOFT. Manages the on boarding of new employees including mentoring, coaching and the development. Installation of all IT and telephone systems including; system access, application, problem solve IT issues, reimaging and access removal. Completes quality reports, KPI’s, account audits, client specific requests including exceptions and all MLI staff system setups. Facilitates client cancel and revised report notification. Provides monthly and yearly agent performance review input. Maintains confidentiality of employee concerns/ issues, as well as all results and patient information.
**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 this position you must meet one of the following qualifications:
**This position is not eligible for visa sponsorship; Also, Mayo Clinic DOES NOT participate in the F-1 STEM OPT extension program.
Additional qualifications
Experienced Leadership in customer service, help desk or a technical support environment is essential. Must be self-motivated to work independently as a leader on multiple tasks as well as work in a team setting. Strong interpersonal, analytical, and organizational skills are required. Medical Terminology proficiency is preferred.
Exemption status
Non-exempt
Compensation Detail
Required education, experience, tenure along with internal equity may be considered at the time an offer is extended. The pay range for this position is $24.14 - $35.50/ hour.
Benefits eligible
Yes
Schedule
Full Time
Hours / Pay period
80
Schedule details
Monday - Friday, 8:00 am - 4:30 pm
Weekend schedule
As required.
Remote
Yes
International Assignment
No
Site description
Mayo Clinic is located in the heart of downtown Rochester, Minnesota, a vibrant, friendly city that provides a highly livable environment for more than 34,000 Mayo staff and students. The city is consistently ranked among the best places to live in the United States because of its affordable cost of living, healthy lifestyle, excellent school systems and exceptionally high quality of life.
Recruiter
Laura Heyde
EOE
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.
Mayo Clinic is the nation's best hospital (U.S. News & World Report, 2022-2023) and ranked #1 in more specialties than any other care provider. We have a vast array of opportunities ranging from Nursing, Clinical, to Finance, IT, Administrative, Research and Support Services to name a few. At Mayo Clinic, we invest in you with opportunities for growth and development. Our benefits and compensation package are highly competitive – for additional information please visit Mayo Clinic Benefits as eligibility may vary. We are excited to invite you to be a part of our team within the Department of Laboratory Medicine & Pathology (DLMP) where you’ll discover a culture of teamwork, professionalism, mutual respect, and most importantly, a life-changing career!
Diversity and inclusion are integral to Mayo Clinic's mission to provide excellent, culturally relevant care in a welcoming environment to all individuals from a wide variety of backgrounds. In DLMP and Mayo Collaborative Services (MCS), we aim to diversify our workforce and to create an inclusive work environment where differences are valued, allowing individuals to achieve and contribute to their fullest potential. By leveraging the strengths that each diverse individual and group brings to the table, we gain the strategic advantages of accelerated innovation, better problem solving, enhanced productivity and job satisfaction, improved quality, and, most importantly, we find better ways to meet the needs of our patients.
Position description
The position is a Certified Center of Excellence through Benchmark Portal. Responsible for providing high quality service to multi-site enterprise that continues to evolve in complexity. Supports the following departments: MCHS, DLMP with knowledge of over 3,000 tests and 58 unique labs with individualized processes, MML clients, Patient Release of Information, OCHS, MCR technical support and result notification, Specialty Sales, Direct to Physician Office, MVSS, Exact Science, CIMS BioServices, HICS, and allied health staff in a very high stress environment.
Critical thinking and responding to a variety of technical issues from clients, patients, laboratory and physicians via phone, email, web, chat, fax or mail. This includes but is not limited to; calling critical test results, cancellations, revisions and defects to internal/external clientele. Able to resolve technical problems timely, obtaining additional information at the request of the laboratory to complete testing and ensure patient safety, and investigate new or unusual test requests. Assists in resolving a wide assortment of hardware/software technical problems is able to coordinate problem resolutions with various departments and IS to include off hours and weekend on-call services. Manage client complaints and addresses issues in accordance to laws and regulations of HIPAA, CAP, CLIA, NY State, JACHO and other regulatory agencies. Responsible for notifying clients of reagent/assay performance or mechanical/technical issues, forwarding testing, writing credits, changing and/or canceling testing as determined by the client and DLMP. Utilize upwards of 30 applications in order to make informed decisions. Must be competent in various computer systems and responsible for system testing and IT support.
Responsible for managing the workflow. Required to act on all processes to resolve and relay information to agents, clinicians, technical support and IT. This position’s roll includes; writing/editing and obsoleting SOP’s in accordance to job specific tasks. Practices lean problem solving techniques using root cause analysis for managing escalated communications. Need to be proficient and liable for system testing including user acceptance testing/software quality assurance and IT support including edits and changes to Remedy, MLI Website, CRM and SOFT. Manages the on boarding of new employees including mentoring, coaching and the development. Installation of all IT and telephone systems including; system access, application, problem solve IT issues, reimaging and access removal. Completes quality reports, KPI’s, account audits, client specific requests including exceptions and all MLI staff system setups. Facilitates client cancel and revised report notification. Provides monthly and yearly agent performance review input. Maintains confidentiality of employee concerns/ issues, as well as all results and patient information.
- 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 this position you must meet one of the following qualifications:
- Bachelors degree
OR
- Associate degree with 5 years relevant experience in DLMP, MCL, customer service, healthcare or helpdesk/call center
OR
- High School Diploma/GED and 7 years relevant experience in DLMP, MCL, customer service, healthcare or help desk/call center
- Department of Laboratory Medicine and Pathology (DLMP) employees that have been in their current lab/position for less than 2 years must attach an early release approval from their supervisor.
**This position is not eligible for visa sponsorship; Also, Mayo Clinic DOES NOT participate in the F-1 STEM OPT extension program.
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.
- Internal applicants must attach their three most recent performance appraisals to be considered for this position.
Experienced Leadership in customer service, help desk or a technical support environment is essential. Must be self-motivated to work independently as a leader on multiple tasks as well as work in a team setting. Strong interpersonal, analytical, and organizational skills are required. Medical Terminology proficiency is preferred.
Exemption status
Non-exempt
Compensation Detail
Required education, experience, tenure along with internal equity may be considered at the time an offer is extended. The pay range for this position is $24.14 - $35.50/ hour.
Benefits eligible
Yes
Schedule
Full Time
Hours / Pay period
80
Schedule details
Monday - Friday, 8:00 am - 4:30 pm
- 100% remote; may work from anywhere in the U.S.
Weekend schedule
As required.
Remote
Yes
International Assignment
No
Site description
Mayo Clinic is located in the heart of downtown Rochester, Minnesota, a vibrant, friendly city that provides a highly livable environment for more than 34,000 Mayo staff and students. The city is consistently ranked among the best places to live in the United States because of its affordable cost of living, healthy lifestyle, excellent school systems and exceptionally high quality of life.
Recruiter
Laura Heyde
EOE
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.
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