• Lead Telephone Operator

    Mayo Clinic (Rochester, MN)


    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

    The Lead Telephone Operator will support the daily operations ensuring timely and accurate call handling, paging, and message routing. Serves as liaison between departments and ensures compliance with standards and processes.

     

    Provide daily operational guidance and support to the telephone operators, assist with training new staff, monitor call center metrics, provide feedback and coaching to operators for their success, assist with scheduling and coverage planning, generate reports and contribute to quality improvement initiatives, participate in meetings and cross-functional projects as applicable, troubleshoot systems issues by collaborating with managers, IT and telecom teams to report and follow up on technical issues. The lead will answer and route incoming calls as an operator, handle emergent calls according to protocols. This positon requires the lead to uphold confidentiality and compliance at all times.

    Qualifications

    Requires a high school diploma or equivalent (G.E.D.). Experience in a call center and lead experience preferred. Proficiency with telephone systems, paging software, and EMR platforms experience a plus. Excellent communication, multitasking, and problem-solving skills. The ability to remain calm and effective in high-pressure situations. Must be proficient in the use of computers and Microsoft applications.

     

    This vacancy is not eligible for sponsorship/we will not sponsor or transfer visas for this position. Mayo Clinic DOES NOT participate in the F-1 STEM OPT extension program.

     

    Exemption Status

     

    Nonexempt

     

    Compensation Detail

     

    $22.28 - $31.63 / hour

     

    Benefits Eligible

     

    Yes

     

    Schedule

     

    Full Time

     

    Hours/Pay Period

     

    80

     

    Schedule Details

     

    Week 1

    Wed 3:00pm-11:30pm

    Thurs 3:00pm-11:30pm

    Fri 3:00pm-11:30pm

    Sat OFF

    Sun OFF

    Mon 3:00pm-11:30pm

    Tues 3:00pm-11:30pm

    Week 2

    Wed 3:00pm-11:30pm

    Thurs 3:00pm-11:30pm

    Fri OFF

    Sat 3:00pm-11:30pm

    Sun 3:00pm-11:30pm

    Mon 3:00pm-11:30pm

    Tue OFF

     

    Weekend Schedule

     

    Alternating weekends

     

    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

     

    Jackie Mckay

    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.