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
The Desk Operations Supervisor is an integral member of the practice leadership team who is responsible for the overall management, coordination, and performance of desk operations specialists. The Desk Operations Supervisor is responsible for managing and monitoring daily patient care demand and capacity in accordance with institutional initiatives and in conjunction with practice leadership. Accountable for managing and meeting key performance metrics, workforce optimization, and employee productivity. Responsible for hiring, evaluating, managing, and developing employees. Responsible for quality and service expectations performed by Desk Operations Specialists (both inpatient and outpatient) and/or eHealth Assistants, and others as assigned. These duties may include but not limited to: registration/scheduling, patient check-in, patient check-out, rooming, non-visit care support, such as electronic messaging, etc. Must solve complex problems for patients during visit itineraries and non-visit care needs. Standard operating procedures are developed, implemented and followed. Accountable for appropriate staffing to meet the needs of the work unit and is knowledgeable of workforce planning requirements when replacement or incremental staff are needed. Ensures the appropriate onboarding and training process is applied to new hires which include developing appropriate training plans with reinforcement of skills for long term employees. Identifies and analyzes operational/practice improvement ideas and implements changes. Assists in developing business requirements for department/division reports with appropriate leadership and analytical colleagues. The Desk Operations Supervisor must have the ability to work in an environment with changing priorities and multiple concurrent tasks while maintaining a high level of customer service with a focus on patient satisfaction. Accountable for using appropriate data to drive staffing to workload and other business-related decisions. May be accountable for more than one department/division with a potential of staff in multiple locations. May also be responsible for managing Medical Staff Assignment Coordinators, Patient Access Services Specialist(s), eHealth Assistants, and others. Proactively manages relationships by collaborating with leadership, administrators, consulting staff and other clinic operations colleagues. Desk hours of operation may vary and are based upon business demands and meeting the needs of our patients. This is inclusive of days, evenings and weekends.
Qualifications
High school diploma or GED and 10 years of experience in a healthcare or customer service field; or an Associate’s Degree with 5 years experience in healthcare or in a customer service field; or Bachelor’s Degree with two years experience in healthcare or in a customer service field. 3 years prior management experience is required.Must have strong communication, interpersonal, problem solving and organizational skills. A commitment to providing excellent customer service and the ability to work collaboratively in a team environment is essential. Outstanding professionalism, strong computer skills, time management skills and the ability to work independently. Works well both with and in positions of authority, fosters an environment of mutual respect, teamwork and open collaboration not only within their work unit but across enterprise work units. Must understand and promote a culture of safety. Ability to recognize staff for opportunities of growth and development and also recognize positive behaviors. Must demonstrate good judgment in respecting the confidentiality of patient and employee information along with promoting a high degree of morale and spirit of motivation within the work unit. Requires flexibility and a willingness to participate and initiate change to improve efficiency and patient care. Must have knowledge of multiple office and clinical applications which support the clinical practice. Consideration should be given to a second supervisor rotation to broaden experience and knowledge of desk operations. Rotations may be required for continued professional development and business needs.
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.
Exemption Status
Exempt
Compensation Detail
$64,209.60 - $96,345.60/ year Education, experience and tenure may be considered along with internal equity when job offers are extended.
Benefits Eligible
Yes
Schedule
Full Time
Hours/Pay Period
80
Schedule Details
Monday-Friday. Daytime shift based on needs of department. Travel will be required, as this position supports staff across Wisconsin in Barron, Bloomer, Chetek, Chippewa Falls, Rice Lake, and Eau Claire.
Weekend Schedule
No 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.
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 employee's Form I-9 to confirm work authorization.
Recruiter
Keri Pellegrom