Client Solutions Tech Coordinator - MCL at Mayo Career Site US

Rochester, Minnesota, United States -

Full Time

Start Date

Immediate

Expiry Date

03 Sep, 26

Salary

35.65

Posted On

05 Jun, 26

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Service, Technical Support, Medical Terminology, Critical Thinking, Problem Solving, Microsoft Word, Microsoft Excel, Analytical Skills, Interpersonal Communication, Organizational Skills, HIPAA Compliance, System Testing, Conflict Resolution, Call Center Operations, Hardware Troubleshooting, Software Troubleshooting

Industry

Hospitals and Health Care

Description

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). This position is for a high call volume customer contact center supporting Mayo Clinic Laboratories. 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 apply 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. Why Mayo Clinic Mayo Clinic is top-ranked in more specialties than any other care provider according to U.S. News & World Report. 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 [https://jobs.mayoclinic.org/benefits/] – 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. Benefits Highlights * Medical: Multiple plan options. * Dental: Delta Dental or reimbursement account for flexible coverage. * Vision: Affordable plan with national network. * Pre-Tax Savings: HSA and FSAs for eligible expenses. * Retirement: Competitive retirement package to secure your future. Just as our reputation has spread beyond our Minnesota roots, so have our locations. Today, our employees are located at our three major campuses in Phoenix/Scottsdale, Arizona, Jacksonville, Florida, Rochester, Minnesota, and at Mayo Clinic Health System campuses throughout Midwestern communities, and at our international locations. Each Mayo Clinic location is a special place where our employees thrive in both their work and personal lives. Learn more about what each unique Mayo Clinic campus has to offer, and where your best fit is. [https://jobs.mayoclinic.org/alllocations] Equal Opportunity All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender identity, sexual orientation, national origin, protected veteran status or disability status. Learn more about the "EOE is the Law" [https://www.eeoc.gov/poster]. Mayo Clinic participates in E-Verify [https://www.e-verify.gov/sites/default/files/everify/posters/EVerifyParticipationPoster.pdf] and may provide the Social Security Administration and, if necessary, the Department of Homeland Security with information from each new employee's Form I-9 to confirm work authorization.

Responsibilities

Provide high-quality technical support and customer service to clients, patients, and physicians within a high-volume laboratory contact center. Resolve hardware and software issues while managing client complaints in accordance with healthcare regulatory agencies.