Position Summary
Under general supervision, follows established protocols to schedule patient appointments for specified practice groups and/or multiple locations in a busy call center. Performs new patient registration; updates registration and insurance information; responds to telephone inquiries from all callers/customers; follows established protocols for prescription request and/or messaging. Advocates on the caller/customer behalf to ensure their needs are met. Acts as a welcoming front door for all callers/customers, instilling loyalty and anticipating needs, while providing professional, efficient, effective customer relationship management
Essential Duties and Responsibilities
- Handle patient request over the phone for multiple Medical Offices while applying correct workflows and protocols
- Simultaneously collect information from patients and enter data into our electronic health record system (EPIC)
- Schedule appointments and procedures according to decision tree workflows
- Verify insurance eligibility and register, informing patients of their financial responsibility
- Promote key initiatives for Patient Access Center (i.e. online services, MyChart)
- Adhere to privacy (HIPPAA) guidelines when speaking to patients and families
- Route calls to correct administrative and clinical departments
- Support departmental changes, demonstrating flexibility and a positive attitude in a fast paced, changing environment
- Works with administrative assistants and other internal department contacts to resolve inquiries
- Responsible for monitoring incoming tasks
- Process request submitted by clinical staff and members.
Minimum Qualifications
Education
High School Diploma
Associate’s degree or equivalent amount of experience and education (Required)
Knowledge of medical terminology
Experience
A minimum of 3 years as a Patient Access Coordinator (Required)
Inbound call center experience (Required)
2 years Healthcare experience (Required)
Prior Healthcare Scheduling (Required)
Excellent communication skills both verbal and written (Required)
Competencies
Must display strong listening skills
Must be able to multi-task
Knowledgeable of physician specialties, scheduling and insurances
Ability to thoroughly triage patient request for appointments
Ability to schedule patients in accordance with guidelines and appointment protocols
Supervision Received
Supervision received from Experience Center Team Lead, Mangers, Director’s and quality assurance team.
Supervision Exercised
None
Typical Physical Demands
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Frequent mobility and/or sitting required for extended periods of time. Requires manual dexterity to operate computer keyboard, calculator, copier machine, and other 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.