Desk Operations Specialist - Therapeutic Apheresis - DOS

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 - 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

Location: Charlton Building

The Therapeutic Apheresis Treatment Unit (TATU) is a hospital-based ambulatory outpatient/inpatient procedural area. Apheresis care is provided across the age continuum from neonate to geriatric.

In TATU, apheresis refers to a number of procedures that involve the separation of whole blood into its components based on either density or size. One of the components is then collected or exchanged with the remaining components of the blood returned to the patient/donor.

TATU has 15 beds and 2 chairs. Apheresis procedures are also performed in ICUs at SMH and RMH. TATU procedures include donor collections and therapeutic procedures.

Donor Collections:

• Hematopoietic progenitor cells
• Therapeutic T-cells
• CAR-T
• Commercial and Research

Therapeutic Procedures:

• Therapeutic plasma exchange
• Therapeutic leukocytapheresis
• Therapeutic thrombocytapheresis
• Therapeutic red blood cell exchange
• LDL apheresis
• Photopheresis

The desk operations specialist (DOS) facilitates patient visits and supports the health care provider by anticipating and responding to patient needs and requests of the health care team. Allows care providers to focus on patient care by coordinating details of patient visits, which can include:

• Coordinating complex appointment schedules and daily activities of the care providers in a multispecialty medical practice.
• Preparing patients.
• Completing pre-examination record information.
• Managing the flow of patient materials.

Obtains or verifies patient demographics, medical insurance information, and properly advises patients of scheduling delays or changes to the appropriate individuals and serves as a direct contact and resource to the patient. Prepares orders and schedules screening tests following practice guidelines. Measures and documents patient vitals per practice guidelines. Schedules and reschedules tests/consults requests from various venues of communication. Performs related administrative duties such as processing ABN forms, insurance verification, as well as processes patient appointment communications and related materials.

Assists with facilitation of patient visit, this may include restroom and/or clothing change assistance, placement of apparatus on patient prior to exam and IV removal and may assist the proceduralist during a procedure.

Able to navigate through multiple electronic applications and devices, medical equipment, examples include iPad/tablets, Text Reminder Notifications, and assisting patients in using Kiosks.

This role may also support access and navigation activities, including greeting patients and visitors, assisting in navigation, verifying patient appointments and/or visitor status in the EHR, and following designated screening scripts and process flows. Additionally, the DOS working in access and navigation is responsible for understanding and enforcing entrance utilization and related policies (ex: masking, badging) and engaging security, nursing and other multidisciplinary team members as needed. May also be responsible for ensuring policy enforcement and monitoring patient and visitor flow within the building.

Effective communication, excellent customer service, and conflict de-escalation skills are required. DOS must be able to push/pull up to 75 pounds on occasion.

This role requires flexibility which may include cross-coverage and travel depending on location. Must be willing to adjust work schedules in response to department or clinical needs.

Qualifications

• High school diploma/GED and minimum two years customer service experience in an environment requiring multi-tasking, such as a call center, administrative/physicians office, appointment scheduler or retail/ service industry; OR Associates Degree.
• Individuals without relevant medical education or medical experience will be required to successfully complete a Medical Terminology course within six months of employment.
• Associates Degree and coursework in a healthcare related field is preferred (e.g., Administrative Clinic Assistant, Medical Office, Medical Assistant, Health Care/Medical Receptionist or comparable).
• Exposure to electronic health record preferred.
• Ability to work independently, be goal-directed and have strong organizational skills.
• Effectively multitask without compromising quality.
• Ability to comprehend and excel in both verbal and written communication, including proper telephone etiquette, face-to-face interactions, and electronic communications.
• Ability to communicate with individuals and small groups with credibility and confidence.
• Ability to handle difficult situations, remain calm under stress, manage emotional situations, display empathy and maintain positive communication during a rapidly changing/dynamic environment.
• Turn problems into opportunities by developing innovative and creative solutions.
• Demonstrate a friendly, positive attitude, display energy and drive in performing daily responsibilities.
• Must be flexible as well as easily adapt to a changing work environment which will require ongoing maintenance of job-related skills/activities.
• Must be willing to adjust work schedules in response to department or clinical needs.
• Able to manage and prioritize tasks simultaneously while working directly with patients who may exhibit diverse needs.
• Basic Life Support (BLS) may be required in some areas.
• Individuals may also need to complete additional coursework upon hire.

Exemption Status Nonexempt

Compensation Detail $21.55 - $30.22 / hour

Benefits Eligible Yes

Schedule Full Time

Hours/Pay Period 80

Schedule Details Variable schedule Monday-Friday, Days, 8 hour shifts

Weekend Schedule None

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.

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.

Mayo Clinic participates in E-Verify and may provide the Social Security Administration and, if necessary, the Department of Homeland Security with information from each new employees Form I-9 to confirm work authorization.

Recruiter Brittany Crowson