Center for Connected Care
The Service Assistant is responsible for providing initial support for Patient Online Services problems or other portal/mobile related questions and for delivering high quality customer service. Is expected to troubleshoot and document each customer/patient inquiry and communicate the resolution to the customer. Resolves issues including, but not limited to: username/password resets, account creation/validation, and browser issues by troubleshooting applications and equipment. Responsible for escalating more complex issues and identifying/reporting potential system outages. May assist with application testing, training, and implementation of applications. Must have excellent interpersonal communication skills (oral and written) to support the delivery of outstanding customer service in a team-based environment. Must have the ability to explain basic concepts or procedures in a clear, concise, and easy-to-understand manner for a large and diverse population with different levels of comfort using technology. Must also be able to effectively provide navigational instructions for both web-based and mobile applications. Responsible for understanding and promoting the role Patient Online Services and other Connected Care services plays in the patient experience and promoting an ongoing relationship with Mayo Clinic. Interacts with colleagues across the enterprise. This position may also be required to telework within six months of hiring and meeting the predetermined performance standards.
Requires an Associate's Degree or two years of experience with Call Center experience and/or a strong customer service focus. Applicant should be skilled in the use of laptops, mobile applications, IOS, Android and experience navigating with online services/portals (banking, etc.). Requires computer skills such as the ability to navigate multiple computer programs at one time (i.e., Windows-based applications and intranet/internet use), while taking information by phone and basic troubleshooting. Must be able to troubleshoot to decipher user errors and system issues in a step-by-step clear and concise manner.
Associate's Degree preferred. Must have a strong understanding of search engines, word processing, Web browser, and common keyboard commands. Candidate should be proficient at keyboarding/typing. Prefer a candidate that has a minimum of one year call center experience, ideally with a focus in IT customer support, where responsibilities included courteously managing phone calls, data entry, patience, attention to detail and ability to follow through. Must possess strong skills in being able to communicate effectively on the phone and in writing, problem solving, and decision making and multi-tasking without compromising quality. Must have strong analytical skills to interpret what is said in order to provide correct and accurate information. Must be able to handle difficult situations with patients and referring providers, remain calm under stress, manage emotional situations, display empathy and maintain positive communication. Must be adaptable/flexible in a changing work environment which will require ongoing maintenance of job-related skills/activities.
Education, experience and tenure may be considered along with internal equity when job offers are extended. The minimum pay rate is $18.76 per hour.
Hours / Pay period
This is a full-time telework position that must be located within reasonable driving distance to Rochester, MN, as occasional on-site presence may be required. Hours of operation are 7 AM - 7 PM CST; schedule will fall within these hours. This is a temporary position with an anticipated end date of March 2021; end date subject to change.
No weekends at this time; schedule may change due to COVID-19 or other enterprise needs, must be flexible to work weekends if needed.
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.
Office & Administrative Support
Job posting number
Equal opportunity employer
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.
Posting ID: 563952139Posted: 2020-08-07