Medical Secretary/Scheduler Lead - London

Job Description


Medical Secretary/Scheduler Lead - London Job ID 163613BR Date posted 10/11/2021 London, London Full Time International Not ready to apply? Why Mayo ClinicJoin our growing practice in London! We are looking for a Healthcare Assistant to join our dedicated team and make a difference in the lives of our patients.Mayo Clinic is a global leader in medical care. Our doctors practice the art of care, not just the science of medicine. They take the time needed to perform unhurried, comprehensive and thoughtful evaluations and consultations, making sure patients understand every step of their care.External relocation is not provided. This is not an internal expatriate assignment.Position descriptionThis position in located in London, UK. Assists as a member of the management team in support of overall strategy to continuously optimize practice efficiency. Works closely with the Front of House and Medical Seceratry positions to assist in optimizing the use of all supporting tools and is the subject matter expert (SME) in all things scheduling and reconciliation of post documention needs. The Lead will be present in the work unit 80% of their time and as workload requires, allocates 50-60% of that time performing frontline staff responsibilities. Works to continuously optimize practice efficiency through use of electronic environment tools, electronic health record (EHR) system, and associated workflows, including but not limited to extensive knowledge of decision trees (content, internal, external). Needs to be accessible to the Front of House, Medical Secretary staff as well as providers to assist with scheduling concerns, calendar issues and will provide real-time feedback. Creates and assists with writing work unit guidelines and SOP's for work process flows. Works strategically with the division/department when there are urgent or high priority schedule requests or changes and will also assist the management team in scheduling high priority patient appointment requests or troubleshooting. Is expected to perform quality checks to ensure that the division/department is meeting expected turnaround times (i.e., 24-hr or 48-hr review of appointment requests/records) and assist with frequent work list review. Identifies slots that are unfilled and need to be acted upon, reviewing fill rates and ensuring appropriate calendaring with the right patient scheduled in the right slot.Responsible for independently creating and scheduling appointments within the electronic medical record for a complex, multispecialty medical practice. This is supported by gathering patient-specific demographic and provider information to accurately assess the nature of the request and determine the appropriate appointment area; properly advising patients regarding the need for co-payments, referral authorizations, and/or pre-service deposits to ensure the patient arrives on time and is prepared for their procedure or visit; and collecting all Guarantor and insurance details needed to help assess patient eligibility. This role also coordinates care though electronic correspondence from providers to ensure follow-up documentation such as progress notes are sent to referring agencies or individuals. Coordination of outside medical records, imaging, lab results, etc. are also managed to ensure providers receive all necessary information to meet the needs of the patient. Through this process, the Medical Secretary/Scheduler responds to and interacts with a variety of individuals which may include patients, customers, referring physicians, Mayo providers, allied health staff and family members. Appropriate interpretation and application of Mayo policies regarding scheduling criteria and medical need are essential. To provide exceptional service, the Medical Secretary/Scheduler is required to navigate multiple systems simultaneously and is expected to be available or talking with patients and healthcare professionals 80% of the day, with the ability to service inquiries without consultation. This requires working with several complex scheduling workflows, managing telephone calls, online requests, and/or fax requests. Accuracy and thoroughness in all patient related activities including electronic communication, is critical. This role requires flexibility which may include cross-coverage between front of house, back of house, and travel depending on location. Position may be eligible for and/or required to telework based on location, work unit and business need. For all positions it is required to be on-site for at least 6 months to one yearbefore teleworking could be an option. Hours may vary and additional time or overtime may be required to meet workload requirements.QualificationsGeneral Certificate of Secondary Education (GCSE) and two years customer service experience in an environment requiring multi-tasking, such as a call center, administrative/physician's office, appointment scheduler or retail/ service industry. Relocation is not available for this position.Additional qualificationsPrior management experience is preferred. Completion of Medical Terminology course preferred. Qualified candidates must be customer-focused, service-oriented, possess strong verbal/written communication skills, and have the ability to trouble shoot, problem solve and balance conflicting demands. Role requires independent decision making and sound judgment capabilities, with a strong attention to detail and follow through. A demonstrated ability to work effectively in a fast-paced team environment, manage difficult and emotional situations, remains calm under stress, display empathy and maintain positive communication is also required. Must have strong keyboarding and computer skills. Demonstrates basic understanding of insurance terminology. Must have the right to work in the United Kingdom. Must be fluent in English.License or certificationExemption statusNon-exemptCompensation DetailEducation, experience and tenure may be considered along with internal equity when job offers are extended.Benefits eligibleYesScheduleFull TimeHours / Pay period40 hours per week.Schedule detailsMonday - Friday, 40 hours per week.Weekend scheduleN/ARemoteNoSite descriptionLocated in London, Mayo Clinic Healthcare offers an array of services, including a range of comprehensive health assessments, specialist consultations, concierge medical programmes and second opinion services. We offer expert care to our patients in London and also provide a gateway to a variety of highly skilled specialists and services in the United States.RecruiterAdriana SemkoEOEAs 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. Join Our Talent Community Sign up, stay connected and get opportunities that match your skills sent right to your inbox Email AddressPhone NumberUpload Resume/CV(Must be under 1MB)Interested InSelect a job category from the list of options. Select a location from the list of options. Finally, click “Add” to create your job alert.Job CategoryLocationArea of InterestOther Patient Care, London, England, United Kingdom Confirm Email By submitting your information, you consent to receive email communication from Mayo Clinic. Join our talent community. Join our global talent community to receive alerts when new life-changing opportunities become available. 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Benefits As your career evolves, our compensation and benefits packages are designed to change with you — meeting needs now, and anticipating what comes next. We know that when Mayo Clinic takes care of you, you can take better care of our patients. 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. 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. Reasonable accommodations Mayo Clinic provides reasonable accommodations to individuals with disabilities to increase opportunities and eliminate barriers to employment. If you need a reasonable accommodation in the application process; to access job postings, to apply for a job, for a job interview, for pre-employment testing, or with the onboarding process, please contact HR Connect at 507-266-0440 or 888-266-0440. Job offers Job offers are contingent upon successful completion of a post offer placement assessment including a urine drug screen, immunization review and tuberculin (TB) skin testing, if applicable. Advertising Mayo Clinic is a not-for-profit organization and proceeds from Web advertising help support our mission. Mayo Clinic does not endorse any of the third party products and services advertised. | Reprint permissions A single copy of these materials may be reprinted for noncommercial personal use only. "Mayo," "Mayo Clinic," "," "Mayo Clinic Healthy Living," and the triple-shield Mayo Clinic logo are trademarks of Mayo Foundation for Medical Education and Research. 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