The posting
Job Description
The Information Desk Attendant II serves as an advanced frontline resource for complex patient and visitor needs across the downtown campus. This role combines patient support, patient safety, service recovery, and cross-functional coordination to deliver a seamless, patient-centered experience. The position serves as a highly visible resource for patients, visitors, and staff while contributing to operational efficiency, patient satisfaction, and service excellence.
Patients, visitors, and staff are greeted through professional, compassionate, and customer-focused interactions. The Information Desk Attendant II utilizes empathetic communication, critical thinking, and independent judgment to address patient and visitor needs, coordinate resources, and support positive experiences in routine, sensitive, and high-stress situations. Confidentiality is maintained in accordance with HIPAA and Mayo Clinic policies.
This role coordinates patient assistance services, supports appointment navigation, manages service requests, and collaborates with clinical and operational teams to ensure patients receive appropriate support. The Information Desk Attendant II functions as an escalation resource for complex situations requiring problem solving, decision making, and cross-functional coordination.
The position provides specialized patient mobility and support services that directly impact patient safety, dignity, privacy, and the overall patient experience. Responsibilities include recognizing mobility-related risks, supporting safe patient handling practices, coordinating appropriate resources, and providing catheter-related patient support within established training, competency, infection prevention, and patient privacy standards.
The Information Desk Attendant II serves as a departmental resource for patient safety, safe patient handling, mobility assistance, fall prevention, service recovery, and patient experience initiatives. The role supports operational consistency through mentoring, onboarding, training reinforcement, and guidance to peers while promoting departmental safety and service excellence.
This vacancy is not eligible for sponsorship/we will not sponsor or transfer visas for this position. Mayo Clinic DOES NOT participate in the F-1 STEM OPT extension program.
Qualifications
High school diploma or equivalent is required. Associate's degree or coursework in a healthcare-related field, such as Administrative Clinic Assistant, Medical Office, Medical Assistant, Health Care/Medical Receptionist, or a comparable program, is preferred.
At least two years of experience in a healthcare, patient support, patient transport, hospitality, or high-volume customer service environment is required, with demonstrated ability to manage complex situations, prioritize competing demands, and coordinate services in a fast-paced setting; or one year of experience in a comparable role involving patient mobility assistance, safe patient handling, patient safety responsibilities, and direct patient support.
Demonstrated proficiency in patient mobility assistance, safe patient handling, fall prevention, ceiling lift operation, exertion injury prevention, and related patient safety practices is required, including successful completion and maintenance of all required training, competency assessments, annual validations, recertifications, and documentation.
Ability to assess patient mobility needs, determine appropriate equipment and sling selection, and safely perform patient transfers using gait belts, Sara Stedy devices, ceiling lifts, and other patient-handling equipment in accordance with established safety standards. Knowledge of patient safety principles, fall prevention strategies, skin integrity protection, dignity-focused care, patient satisfaction practices, and exertion injury prevention principles.
Strong communication, customer service, and interpersonal skills, including the ability to use empathetic communication, active listening, de-escalation, and service recovery techniques to effectively address patient and visitor concerns while maintaining professionalism and service excellence. Demonstrated ability to recognize and respond to patient needs, navigate emotionally sensitive or high-stress situations, solve problems, and coordinate resources across interdisciplinary teams to support complex patient care needs. Demonstrated leadership skills through onboarding, mentoring, training, workflow coordination, or serving as a resource to peers. Experience supporting patient mobility, patient safety, service recovery, patient experience, or related departmental initiatives is preferred.
Strong organizational skills with the ability to manage competing priorities and coordinate services effectively in a fast-paced healthcare environment. Proficiency in EPIC, Patient Appointment Guide (PAG), or similar electronic systems, with the ability to navigate multiple electronic applications and devices simultaneously. Successful completion of the Information Desk Attendant II specialized training and certification program within established timeframes is required.
Flexibility to work varied schedules, including days, evenings, holidays, and rotating days off.
This position is Limited Tenure. Limited Tenure (LT) means that if you are offered the position and accept it:
- *You will be categorized as a regular employee during this tenure, but employment will be terminated at the established end date.
- *You commit to stay in this position until the end of the tenure (approximately 24 months from date of hire) before you become eligible to transfer to a new position.
- *After the completion of the limited tenure assignment, it is your responsibility to secure another role within Mayo through the job vacancy process or employment will be ended upon the completion of the limited tenure assignment.
About Us
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.
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.
