"Alerted.org

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.

Responsibilities

For a contact center-focused role, the position will support a large outpatient practice contact center operational unit.

Responsibilities include:

• **Solution Design & Implementation** : Collaborate with technical resources to develop and deploy contact center solutions, including omnichannel engagement, AI-driven interactions, telecommunications, and EHR/data integration.

• **Technology Expertis** e: Optimize contact center operations utilizing telecommunication technologies such as IVRs, Workforce Management, Call Recording, Speech Analytics, and CRM platforms to improve service delivery.

• **Genesys Platform Optimization** : Configure and support the management of the Genesys platform to streamline workflows and elevate patient experience.

• **Operational Accuracy** : Ensure a high-functioning system design for precise documentation, routing, and resolution of patient inquiries through integrated systems.

• **Performance Monitoring** : Leverage real-time monitoring tools to track key performance metrics and maintain service quality standards.

• **Collaboration & Process Improvement** : Collaborate with IT and Access Center leadership to identify opportunities for enhancements in CRM processes, while providing feedback on Genesys contact center workflows to improve overall operational performance.

Qualifications

Bachelor’s Degree with 10 years of experience in healthcare or customer service field, 3 years of which include supervisory experience; or an Associate’s Degree with 13 years of experience in healthcare or customer service field, 3 years of which include supervisory experience; or High School diploma/GED with 15 years of experience in healthcare or customer service field, 3 years of which include supervisory experience. Prefer Master’s Degree. Prior supervisory experience of 3 years is required.

Prefer candidates with contact center experience at Mayo Clinic or externally at other contact centers. Must have working knowledge of project management concepts and applications; expertise in consensus management, assessment and allocation of staffing resources, continuous improvement methodology and customer service. Demonstrates team building and leadership skills and the ability to motivate and energize others while initiating and managing change in the implementation of new programs is required. Exceptional organizational and human relation skills; strong verbal and written communication skills; problem solving and conflict management; coaching, and mentoring; computer analysis skills and an understanding of business processes are required. Requires excellent decision-making and judgment capabilities. Must have broad based knowledge of office support and computer systems along with spreadsheets, databases and software knowledge.

Current or previous experience leading staff that schedule patient appointments within the last 3 years is preferred.

For work assignments with an international focus: multilingual candidates preferred, especially those fluent in Arabic. Position will require periodic travel within the US and potentially internationally and support all Mayo locations. Requires availability to work from 6am-8pm CST and may require extended hours covering multiple time zones, holiday coverage and on-call responsibility one in every four weekends. Position is a hybrid role requiring regular on-site attendance and qualified individuals will be within 70 miles of a Mayo destination practice.

Exemption Status

Exempt

Compensation Detail

$78,936.00 - $118,456.00 / year

Benefits Eligible

Yes

Schedule

Full Time

Hours/Pay Period

80

International Assignment

No

Site Description

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.

Recruiter

Brianna Hanna

Equal opportunity

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.