Call Center Agent, Patient Access

The GW Medical Faculty Associates (MFA) was incorporated in July 2000 as a not-for-profit, physician-led practice group. The organization functioned as an independent organization in support of The George Washington University School of Medicine and Sciences as a multi-specialty physician practice group. The GW MFA has grown to become the largest independent academic physician practice in the Washington, DC metro region with 375 physicians and 100 APP providers. In 2018, the MFA bylaws were revised to allow The George Washington University to serve as the sole corporate member while the MFA retained independent 501c3 status. The purpose of the change was to ensure alignment between the MFA and The George Washington University.

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), 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.

Position Summary

The Call Center Agent’s primary responsibility is the 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 Contact Center Specialist III will resolve complex or critical scheduling issues and provide first-line support to other Contact Center Specialists.

The responsibilities for this role would include but are not limited to validating the 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 Contact Center Specialist III will facilitate staff development in conjunction with Contact Center management. 

Essential Duties and Responsibilities

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 the 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 that would negatively impact service level and resolve them quickly
• Displays in-depth knowledge of all departments assigned to schedule

Minimum Qualifications

Education

• High school diploma or the equivalent combination of training and experience
• Strong knowledge of medical terminology.

Experience

• A minimum of 4 years of work experience in a medical/healthcare environment, such as a hospital, physician office, ambulatory clinic, or healthcare Call Center.
• A minimum of 2 years of Call Center experience. 
• Working knowledge of insurance terminology and processes.  
• Typing speed of 50 WPM or faster.

Physical Requirements

• Sit, stand, bend, reach, walk for long periods of time in an office setting
• Must be able to occasionally lift, carry, push, or pull over 50 lbs. as part of the role
• Regularly exposed to healthcare settings that may require personal protective equipment
• Requires manual dexterity to operate computer keyboard, calculator, copier machine, and other equipment