Position Summary
**This position is fully remote**
The Patient Access Specialist's primary responsibility is optimization of scheduling processes via inbound/outbound call support of George Washington Medical Faculty Associates (MFA) patients for physicians in accordance with core scheduling protocols. The patient access specialist will resolve complex or critical scheduling issues and provide first line support to other Patient Access Specialists.
The responsibilities for this role would include but not limited to validating efficiency of bump schedule management, performing quality assurance checks of inbound/outbound calls, daily oversight of Follow My Health requests, developing and sustaining effective partnerships with providers, department leaders, Master Schedulers, and team. The Patient Access Specialist will facilitate staff development in conjunction with Patient Access Center management.
Essential Duties and Responsibilities include the following. To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Other duties may be assigned.
- Proficiency in all aspects of scheduling, including making, canceling, and rescheduling appointments based on appointment guidelines by department.
- Provide input regarding individual/team performance to Call Center Manager
- Monitor SLA on a continual basis and communicate to management any significant variances of established metrics and department standards
- Identify critical issues which would negatively impact service level and resolve quickly
- Displays in depth knowledge of all departments assigned to schedule
Required Skills and Competencies
- Excellent verbal and written communication skills, including but not limited to use of proper grammar and phone etiquette.
- Excellent customer service skills.
- EMR experience
- Medical Terminology
Qualifications
Education
- High school graduate or equivalent required; two years of college is preferred. Knowledge of medical terminology or completion of medical terminology course is desired.
Skills/Experience
- A minimum of four years’ work experience in a medical/healthcare environment, such as a hospital, physician office, ambulatory clinic, or healthcare call center.
- Two years Call Center experience REQUIRED.
- Experience utilizing a web-based computerized system for scheduling and Microsoft Office programs is highly preferred
- High level customer service experience and high volume contact center experience are desired.
- Must have working knowledge of insurance and possess developed problem solving skills.
- Typing speed at a minimum of 50 WPM is required.
Physical Requirements
- Stand, reach, and walk for long periods of time in a field setting.
- Must be able to occasionally lift, carry, push, or pull up to 100 lbs. as part of the role.
- Regularly exposed to healthcare settings that may require personal protective equipment.
- Requires manual dexterity to operate role-specific equipment.
About GW MFA
MFA physicians provide comprehensive patient care, offering one practice for the whole person with 52 medical and surgical specialties. As members of the GW School of Medicine and Health Sciences faculty, MFA providers are teachers and mentors for medical students, residents, fellows, and researchers preserving the rich tradition of academics, research, and healing. In addition to maintaining a closely integrated alliance with The George Washington University and The George Washington University Hospital (GWUH) which is separately owned and operated by Universal Health Services (UHS), the GW MFA has active referring relationships with 12 area hospitals.
The GW MFA’s leading healthcare presence in the DC metro region is complemented by a network of community-based practices in DC, Maryland, and Virginia. Given its geographic location in central NW Washington, DC, and proximity to more than 175 resident embassies, the MFA continues to evolve its international clinical outreach.