Mayo Clinic · 4 days ago
Contact Center Operations Coordinator
Rochester, MN
Full-time
Hybrid
Senior Level, Lead/Staff
$79K/yr - $118K/yr
10+ years expMayo Clinic is a top-ranked healthcare provider dedicated to putting patient needs first while also investing in their employees. The Contact Center Operations Coordinator will support a large outpatient practice contact center, focusing on solution design, technology optimization, and performance monitoring to enhance service delivery and patient experience.
BiotechnologyHealth CareHospitalMedicalWellness
Responsibilities
Collaborate with technical resources to develop and deploy contact center solutions, including omnichannel engagement, AI-driven interactions, telecommunications, and EHR/data integration
Optimize contact center operations utilizing telecommunication technologies such as IVRs, Workforce Management, Call Recording, Speech Analytics, and CRM platforms to improve service delivery
Configure and support the management of the Genesys platform to streamline workflows and elevate patient experience
Ensure a high-functioning system design for precise documentation, routing, and resolution of patient inquiries through integrated systems
Leverage real-time monitoring tools to track key performance metrics and maintain service quality standards
Collaborate with IT and Access Center leadership to identify opportunities for enhancements in CRM processes, while providing feedback on Genesys contact center workflows to improve overall operational performance
Qualification
Required
Bachelor's Degree with 10 years of experience in healthcare or customer service field, 3 years of which include supervisory experience
Associate's Degree with 13 years of experience in healthcare or customer service field, 3 years of which include supervisory experience
High School diploma/GED with 15 years of experience in healthcare or customer service field, 3 years of which include supervisory experience
Prior supervisory experience of 3 years is required
Working knowledge of project management concepts and applications
Expertise in consensus management, assessment and allocation of staffing resources, continuous improvement methodology and customer service
Demonstrates team building and leadership skills and the ability to motivate and energize others while initiating and managing change in the implementation of new programs
Exceptional organizational and human relation skills
Strong verbal and written communication skills
Problem solving and conflict management skills
Coaching and mentoring skills
Computer analysis skills and an understanding of business processes
Excellent decision-making and judgment capabilities
Broad based knowledge of office support and computer systems along with spreadsheets, databases and software knowledge
Availability to work from 6am-8pm CST and may require extended hours covering multiple time zones, holiday coverage and on-call responsibility one in every four weekends
Position is a hybrid role requiring regular on-site attendance and qualified individuals will be within 70 miles of a Mayo destination practice
Preferred
Master's Degree
Contact center experience at Mayo Clinic or externally at other contact centers
Current or previous experience leading staff that schedule patient appointments within the last 3 years
Multilingual candidates preferred, especially those fluent in Arabic
Benefits
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.
Company
Mayo Clinic
MayoClinic is a nonprofit medical practice and medical research group focused on integrated health care, education, and research.
10001+ employees
H1B Sponsorship
Mayo Clinic has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (580)
2024 (476)
2023 (491)
2022 (509)
2021 (389)
2020 (583)
Funding
Current Stage
Late StageTotal Funding
$399.05MKey Investors
The ALS AssociationNational Institute of Neurological Disorders and StrokeAmerican Heart Association
2025-12-04Grant· $0.95M
2024-09-24Grant· $12M
2023-07-26Grant
Leadership Team
Gianrico Farrugia
President and CEO
Richard Gray
Chief Executive Officer
Recent News
Medical Xpress - latest medical and health news stories
2026-01-08
2026-01-08
Company data provided by crunchbase