Supervisor - Mayo Clinic Customer Assistance - Remote

City Rochester

State MN

Remote YES

Department Digital

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.

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

Mayo Clinic Customer Assistance (MCCA) serves as Mayo Clinic's digital support contact center, helping patients successfully navigate and use digital services while providing real-time feedback that improves the overall digital patient experience. This position leads a customer-focused support team responsible for delivering reliable technical and navigational services across Mayo Clinic patient portal. The role combines people leadership, advanced application support, and clinical operations expertise to improve workflows, address complex customer needs, and support digital health initiatives. Working collaboratively with clinical, technical, and operational partners, this position helps drive service excellence, process improvement, and effective use of technology to support patient care and practice operations.

Provides administrative, supervisory, and technical oversight for the Mayo Clinic Customer Assistance work unit.  Provides more complex support and resolves issues for both vended and custom developed applications.  Participate in communicating, problem solving, resolving, and/or escalating complex services issues.  Routinely assists with application analysis, configuration, testing, training, and implementation of applications.

Possesses advanced understanding of application configurations.

Serves as a key partner with customers to develop relationships and an understanding of business needs, goals, and objectives, providing expert knowledge of the systems supported and how the system is utilized by the customers.

Represents customer-focused support and possesses oral and written communication and interpersonal skills to be able to effectively interact with customers, vendors, and other technical areas within and external to the department.

Interfaces routinely with colleagues who may be located at any of the Mayo Group practices performing job responsibilities requiring virtual collaboration and partnership.  

Develops and maintains a customer, patient, practice-focused and efficient work unit.  

Address customer service concerns and staff needs by initiating process improvement activities, procedure development, training, and other strategies.  Collect, analyze, and report productivity statistics and work unit metrics.  Establish and monitor work unit expenses and purchases.  Conflict management, performance management and scheduling of work unit personnel.

Stays up to date with operating systems, new features, and updates to properly support all technical platforms (IOS, Android and web).  

Manages call center operations, collaborating with the Clinic Operations leadership, administrator(s), and consulting staff members to facilitate efficient clinical practices, which may include multiple outpatient practices and/or locations.

Regulates and adjusts staffing to accommodate workload. Generates and interprets data to support practice initiatives and responds to productivity measures.

Works with Center for Digital Health leadership to identify and analyze problems and implement changes to improve Center for Digital health operations. Participates in practice and institutional initiatives as a change agent. Collaborates with and provides support to internal and external customers. 

This vacancy is not eligible for sponsorship/ we will not sponsor or transfer visas for this position. Also, Mayo Clinic DOES NOT participate in the F-1 STEM OPT extension program.

Qualifications

2-year degree plus 4 years of experience or HS/GED plus 6 years of experience preferably in user support role; equivalent to Help Desk and/or Customer Service.

Additional Experience and/or Qualifications: 
Demonstrates exceptional problem-solving skills.
Possesses hardware and software trouble-shooting skills.
Experience in multiple clinical areas in a large healthcare institution is preferred.
A comprehensive understanding of the physician practice and patient flow throughout a large healthcare institution is required.
Detail oriented. 
Time management and organizational skills, along with the ability to make quick and concise decisions is required.
In depth experience with one or more clinical applications and technical knowledge of systems beyond end-user skills is required.
Must be able to facilitate others in a team setting, work through difficult issues, and bring groups to consensus.

The preferred candidate will possess call center management experience.

Exemption Status

Exempt

Compensation Detail

$80,184.00-$112,257.60/per year.

Benefits Eligible

Yes

Schedule

Full Time

Hours/Pay Period

80

Schedule Details

M-F 8-5PM 100% remote role, the employee must live within the US.

Weekend Schedule

As business needs dictate

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

Laura Percival