Why Mayo Clinic
Mayo Clinic is the nation’s best hospital (U.S. News & World Report, 2022-2023) and ranked #1 in more specialties than any other care provider. We have a vast array of opportunities ranging from Nursing, Clinical, to Finance, IT, Administrative, Research and Support Services to name a few. At Mayo Clinic, we invest in you with opportunities for growth and development. Our benefits and compensation package are highly competitive – for additional information please visit Mayo Clinic Benefits as eligibility may vary. We are excited to invite you to be a part of our team within the Department of Laboratory Medicine & Pathology (DLMP) where you’ll discover a culture of teamwork, professionalism, mutual respect, and most importantly, a life-changing career!
Diversity and inclusion are integral to Mayo Clinic’s mission to provide excellent, culturally relevant care in a welcoming environment to all individuals from a wide variety of backgrounds. In DLMP and Mayo Collaborative Services (MCS), we aim to diversify our workforce and to create an inclusive work environment where differences are valued, allowing individuals to achieve and contribute to their fullest potential. By leveraging the strengths that each diverse individual and group brings to the table, we gain the strategic advantages of accelerated innovation, better problem solving, enhanced productivity and job satisfaction, improved quality, and, most importantly, we find better ways to meet the needs of our patients.
Position description
As Client Solutions Technical Coordinator Lead, you will be part of a team that is a Certified Center of Excellence through Benchmark Portal. You will provide high quality service in a high stress environment to a multi-site enterprise that continues to evolve in complexity. You will be supporting the following departments:
Mayo Clinic Health System (MCHS)
Department of Laboratory Medicine and Pathology (DLMP)
Mayo Clinic Laboratories (MCL) clients requiring knowledge of state and country laws and regulations
Occupational Health Services
Mayo Clinic – Rochester (MCR) Technical Support
Specialty Sales
Mayo Validation Support Services (MVSS)
Center for Individualized Medicine Bio Services
Healthcare Incident Command System (HICS)
Allied Health Staff
Your working environment will be fast paced, and you’ll have many shifting priorities. You will use your critical thinking skills to respond to a variety of technical issues from clients, patients, laboratory staff and physicians via phone, email, web messages, chat, fax, or mail. This includes, but is not limited to, making outbound critical test results, cancellations, revisions, and incoming defects to internal and external clientele. You will resolve technical problems, obtaining additional information at the request of the laboratory to complete testing and ensure patient safety, and investigate new or unusual test requests. You will resolve a wide assortment of hardware/software technical problems, and coordinate problem resolutions with various departments and groups to include off hours and weekend on-call services. You will be managing client complaints and address issues in accordance with laws and regulations of HIPAA, CAP, CLIA, New York State, JACHO and other regulatory agencies. You will be responsible for notifying clients of reagent/assay performance or mechanical/technical issues, facilitating returning of samples, forwarding testing, writing credits, changing and/or canceling testing as determined by the client and DLMP. You will utilize upwards of 30 applications to make informed decisions and must be competent in various computer systems and responsible for system testing and Information Technology (IT) support.
As a leader in this area you will be managing workflow and act on all processes to resolve and relay information to agents, clinicians, technical support and IT. You will be writing/editing and obsoleting SOP’s in accordance to job specific tasks. You will practice LEAN problem solving techniques using root cause analysis for managing escalated communications. You will manage onboarding of new employees including mentoring, coaching, and development. You will provide monthly and yearly agent performance review input. You will be required to maintain confidentiality of employee concerns as well as all results and patient information.
If you are tech savvy, you will fit right it! You will need to be proficient for system testing including user acceptance testing/software quality assurance and IT support including edits and changes to Remedy, MLI website, CRM, and SOFT. You will also be proficient in the installation of all IT and telephone systems including: system access, application, problem solving IT issues, reimaging and access removal.
*Individuals hired to this position are required to complete 2 years in this role before being eligible to transfer to other positions within Mayo Clinic. *
**This position is not eligible for visa sponsorship; Also, Mayo Clinic DOES NOT participate in the F-1 STEM OPT extension program.
Qualifications
To qualify for the Client Solutions Technical Coordinator Lead position, you must meet one of the 3 requirements below.
Bachelor’s degree
OR
Associate degree AND 5 years relevant experience in DLMP, MCL, customer service, healthcare or helpdesk/call center is required.
OR
High school diploma or equivalent AND 7 years relevant experience in DLMP, MCL, customer service, healthcare or help desk/call center is required.
*DLMP employees that have been in their current lab/position for less than 2 years must attach an early release approval from their supervisor.
**This position is not eligible for visa sponsorship; Also, Mayo Clinic DOES NOT participate in the F-1 STEM OPT extension program.
Additional qualifications
This position is 100% remote and you may work from anywhere within the United States.
You must include a cover letter and a resume to be considered for this position.
Internal applicants must attach their three most recent performance appraisals to be considered for this position.
Experienced Leadership in customer service, help desk or a technical support environment is essential, providing excellent customer service and technical support to internal and external customers and colleagues across multiple sites.
Interact with physicians, pathologists, lab technicians, administrators and patients in order to provide accurate information while complying with quality and regulatory agencies.
Must be self-motivated to work independently as a leader on multiple tasks as well as work in a team setting. Incumbent must have strong interpersonal human relation’s skills to accomplish goals through collaboration and coordination. Communicates in a direct, clear and concise manner. Listens carefully and is understanding and maintains an approachable atmosphere.
Position requires strong organizational skills maintains professional standards and conduct.
Is skillful in working with personal computer software, Microsoft Word/Excel and troubleshooting systems.
Candidates should be proficient in Medical Terminology and must be able to adapt to varied levels of workload and work with ever changing technology in a dynamic environment.
Strong interpersonal, analytical, and organizational skills are required.
Effectively manages ambiguous situations and determines appropriate course of action. Able to work in a high stressed, client focused environment with no downtime in a given shift.
For international/foreign-trained applicants, it is the responsibility of the applicant to provide Mayo Clinic the following transcript information in your application:
MUST have a DETAILED equivalency evaluation. The applicant is responsible for the cost associated with obtaining the equivalency evaluation.
MUST show US equivalent degree
Evaluation MUST be completed from an organization listed as a member of the National Association of Credential Evaluation Services (NACES) www.naces.org OR the Association of International Credential Evaluators, Inc. (AICE) www.aice-eval.org
Exemption status
Non-exempt
Compensation Detail
Required education, experience, and tenure, along with internal equity will be considered when an offer is extended. The pay range for this position is $23.44 – $ 34.47 / hour.
Benefits eligible
Yes
Schedule
Full Time
Hours / Pay period
80
Schedule details
Tuesday – Friday, 10-hour shifts.
*100% remote; can work from anywhere in the U.S
Weekend schedule
Rotating weekends and holidays as required.
Remote
Yes
International Assignment
No
Site description
Mayo Clinic is located in the heart of downtown Rochester, Minnesota, a vibrant, friendly city that provides a highly livable environment for more than 34,000 Mayo staff and students. The city is consistently ranked among the best places to live in the United States because of its affordable cost of living, healthy lifestyle, excellent school systems and exceptionally high quality of life.
Recruiter
Laura Heyde
EOE
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.
APPLY HERE