Lab Call Center Rep

This is not a remote position. The Lab Call Center Representative is responsible for working cooperatively with Mayo Clinic staff and patients promoting professional and respectful interactions. The Lab Call Center Representative is responsible for efficiently and effectively managing a heavy volume of incoming and outgoing telephone calls for the laboratory, including screening calls and forwarding to the appropriate section or individual, taking complete and legible messages, and redirecting misrouted calls. Serves as an informational representative of clinical departments/divisions providing general information in response to patient and Mayo Clinic practice inquiries. Maximizes availability for incoming calls to meet demand by making adjustments as needed to accommodate workload and staffing needs. May be required to provide coverage at different work locations (e.g. Mayo Clinic Hospital, Mayo Clinic Phoenix Building, Mayo Clinic Building Scottsdale). The successful candidate will have evidence of problem-solving and organization skills. Demonstrated ability to work in a team environment as well as independently. Demonstrated ability of excellent phone etiquette and ability to utilize appropriate resources. Utilizes knowledge gained from previous experience in laboratory medicine, laboratory call center and lab customer service to successfully perform the essential functions of the job. Performs other job related duties and tasks as assigned.

High school education or GED equivalent.

Must have 1 year of laboratory, lab assisting, laboratory call center, or laboratory customer service experience OR a minimum of 6 months experience as a CNA, Medical Assist, or Phlebotomist.

Must have outstanding communication and interpersonal skills.

Must have superior problem-solving and organizational skills.

Ability to prioritize and maintain productivity in a fast-paced environment.

Must have strong computer skills and be proficient in Windows/ Word, Excel

Must be familiar with EMR and Lab information systems

Strongly prefer candidates with lab call center experience

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. You’ll thrive in an environment that supports innovation, is committed to ending racism and supporting diversity, equity and inclusion, and provides the resources you need to succeed.

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