As Client Solutions Technical Coordinator, you will be part of a team that is a Certified Center of Excellence through Benchmark Portal. You will provide high quality service in a high stress environment to a multi-site enterprise that continues to evolve in complexity. You will be supporting the following departments: Mayo Clinic Health System (MCHS), Department of Laboratory Medicine and Pathology (DLMP) with knowledge of over 3,000 tests and 58 unique labs requiring individualized processes, Mayo Clinic Laboratories (MCL) clients requiring knowledge of state and country laws and regulations, Occupational Health Services - Mayo Clinic - Rochester (MCR), Specialty Sales, Mayo Validation Support Services (MVSS), Center for Individualized Medicine, Bio Services, Healthcare Incident Command System (HICS).
This position is for a high call volume customer contact center supporting Mayo Clinic Laboratories. Your working environment will be fast paced, and you'll have many shifting priorities. You will use your critical thinking skills to respond to a variety of technical issues from clients, patients, laboratory staff and physicians via phone, email, web messages, chat, fax, or mail. This includes, but is not limited to, making outbound critical test results, cancellations, revisions, and incoming defects to internal and external clientele. You will resolve technical problems, obtaining additional information at the request of the laboratory to complete testing and ensure patient safety, and investigate new or unusual test requests. You will resolve a wide assortment of hardware/software technical problems, and coordinate problem resolutions with various departments and groups to include off hours and weekend on-call services. You will be managing client complaints and address issues in accordance with laws and regulations of HIPAA, CAP, CLIA, New York State, JACHO and other regulatory agencies. You will be responsible for notifying clients of reagent/assay performance or mechanical/technical issues, facilitating returning of samples, forwarding testing, writing credits, changing and/or canceling testing as determined by the client and DLMP. You will utilize upwards of 30 applications to make informed decisions and must be competent in various computer systems and responsible for system testing and Information Technology (IT) support.
*Individuals hired to this position are required to complete 2 years in this role before being eligible to apply 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.
QualificationsTo be considered for the Client Solutions Technical Coordinator I position, you must have a bachelor’s degree or associates degree and 4 years relevant experience in customer service, healthcare or helpdesk/call center or a high school diploma or equivalent and 6 years relevant experience in customer service, healthcare or helpdesk/call center.
Additional Qualifications / Application Requirements
You must include a cover letter and a resume to be considered for this position.
DLMP/MCS employees that have been in their current lab/position for less than 2 years must attach an early release approval from their supervisor.
Internal applicants must attach their three most recent performance appraisals to be considered for this position.
Ability to communicate/interact with all personalities and roles: physicians, pathologists, lab technicians, administrators, and patients
Self-motivated to work independently on multiple tasks as well as work in a team setting.
Strong interpersonal human relation’s skills to accomplish goals through collaboration and coordination. Communicates in a direct, clear, and concise manner. Listens carefully and is understanding and maintains an approachable atmosphere.
Strong organizational skills
Professional standards and conduct
Skillful in working with personal computer software, Microsoft Word/Excel and troubleshooting systems.
Candidates should be proficient in Medical Terminology and must be able to adapt to varied levels of workload and work with ever changing technology in a dynamic environment.
Provides excellent customer service and technical support to internal and external customers and colleagues across multiple sites.
Strong analytical
Manages ambiguous situations and determines appropriate course of action
Able to work in a high stress, client focused environment with no downtime in each shift.
About UsMayo 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.
- 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.
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.
Skills Required
- Bachelor's degree OR Associate's degree plus 4 years relevant experience OR High school diploma plus 6 years relevant experience in customer service, healthcare, or helpdesk/call center
- Cover letter and resume must be included with application
- Proficient in Medical Terminology
- Proficient with personal computer software, specifically Microsoft Word and Microsoft Excel, and able to troubleshoot systems
- Experience providing customer service and technical support in a high-volume call center or helpdesk environment
- Ability to communicate and interact effectively with physicians, pathologists, lab technicians, administrators, and patients
- Strong interpersonal, collaboration, and coordination skills
- Strong organizational skills and ability to manage multiple tasks independently and in a team
- Professional standards and conduct
- Ability to manage ambiguous situations and determine appropriate course of action
- Ability to work in a high-stress, client-focused environment with no downtime during each shift
- Competence with numerous (upwards of 30) applications, system testing, and coordinating IT support
- DLMP/MCS employees in current lab/position less than 2 years must attach early release approval from supervisor (internal requirement)
- Internal applicants must attach their three most recent performance appraisals
Mayo Clinic Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Mayo Clinic and has not been reviewed or approved by Mayo Clinic.
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Retirement Support — A no-cost pension plus an employer-matched 403(b)/401(k) is positioned as a standout differentiator, offering strong long-term financial security. Feedback suggests this retirement combination elevates overall total rewards even when base pay is moderate.
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Healthcare Strength — Expanded medical networks, enhanced fertility coverage, and employer absorption of a plan year’s premium increases point to robust healthcare offerings. Feedback suggests annual updates maintain breadth and competitiveness of coverage.
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Parental & Family Support — Adoption assistance, dependent scholarships, child and elder-care resources, and EAP services provide meaningful family-oriented support. Feedback suggests these programs add tangible value beyond salary alone.
Mayo Clinic Insights
What We Do
Mayo Clinic is the first and largest integrated, not-for-profit medical group practice in the world. Doctors from every medical specialty work together to care for patients, joined by common systems and a philosophy of "the needs of the patient come first." More than 3,800 physicians and scientists and 50,900 allied health staff work at Mayo Clinic, which has sites in Rochester, Minn., Jacksonville, Fla., and Scottsdale/Phoenix, Ariz. Mayo Clinic also serves over 70 communities through Mayo Clinic Health System with locations in MN, IA, and WI. Collectively, these locations care for more than 1 million people each year.
