Client Solutions Tech Coordinator Lead
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
Responsible for providing high quality customer service in multi-site enterprise that continues to evolve in complexity. This position works closely with the leadership team and assists with oversight of work processes and work groups within the department. Responsible for communications between the management team and the staff. Leads team building efforts and fosters an open and creative environment. Requires critical thinking for resolutions of technical and personnel issues that surface in daily operations. Communicates effectively via phone, email, web, chat, fax, or mail. Manages communication escalations. Assists in resolving a wide assortment of hardware/software technical problems and coordinates problem resolutions to include off hours, weekends, and holidays. Effectively manages ambiguous situations and determines appropriate course of action. Serves as a subject matter expert of workflows and computer programs used daily by client solution technical coordinators. Facilitates the onboarding of new employees including training, mentoring, coaching and development. Provides guidance to set up computer systems and requests computer access for new employees as needed. Takes initiative to make recommendations for process improvement. Assists quality specialist with completion of quality reports, metrics, account audits and KPIs. Maintains document control by writing, updating, and retiring SOPs as needed. Collaborates with leadership team to provide input for monthly and annual performance review of client solution technical coordinators. Completes projects as assigned by leadership.
*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.
- Please indicate schedule preference in the cover letter.
- 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.
- Must be self-motivated to work independently as a leader on multiple tasks as well as work in a team setting.
- Strong interpersonal, analytical, and organizational skills are required.
- Medical Terminology proficiency is preferred.
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 $24.14 - $35.50 / hour.
Benefits eligible
Yes
Schedule
Full Time
Hours / Pay period
80
Schedule details
Monday - Thursday or Tuesday - Friday; 10-hour shifts.
- Please indicate schedule preference in the cover letter.
**100% remote; can work from anywhere in the U.S.
Weekend schedule
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.