Patient Experience Representative

The Patient Experience Representative serves as an intake specialist and liaison between the patients/family members and Mayo Clinic. Responsible to answer the phone line as assigned document and address concerns and facilitate communication to resolve perceived concerns or questions for the benefit of both the patient and Mayo Clinic. The Patient Experience Representative may be assigned to other duties and responsibilities to facilitate effective resolution of patient concerns and processing of complaints grievances compliments and suggestions. Provides customer service support in a variety of operational functions.

**This vacancy is not eligible for sponsorship / we will not sponsor or transfer visas for this position.

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.

High School diploma or equivalent required. Minimum of two years works experience in healthcare setting or customer service experience such as a call center administrative or physicians office appointment scheduler or retail/service industry. Two years of post-secondary education preferred. Must display strong relationship centered interpersonal skills: listening speaking rapport building empathy conflict resolution facilitation problem solving and crisis intervention. Must have strong documentation and data entry skills. Ability to work autonomously as appropriate and in collaboration with the Patient Experience team physicians administrators support supervisors allied health staff and Patient Financial Services. Confidentiality professionalism and organizational skills required. Able to tolerate an ambiguous fast-paced demanding and constantly changing work environment. Must possess information systems technology skills: Microsoft Word Midas Plus EMR and Internet/Intranet.