Position Summary

Schedules and registers Medical Faculty Associates, Inc. (“MFA”) patients while providing effective customer service to all callers. Provides detailed information about the Department in addition to general information regarding the entire MFA. Provide oversight for the Access Coordinators and Schedulers.

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.

Manage new patient referrals and appointments. Obtain all pertinent information to ensure optimal care coordination (medical records, test results, referrals, copays). Ensure that all new patients are well prepared for their first visit.

Review department schedules ensure appropriateness of scheduled appointments, and back fill open slots

Routes calls or messages to appropriate clinical teams for proper triage. Initiates prescription refill requests as needed.

Schedules, coordinates, and reconciles all clinical telehealth appointment.

Performs virtual and electronic patient registration and insurance verification.

Use video-conferencing technologies, telehealth technology and scheduling software to coordinate and connect staff, resources, patients, and providers in the manner effective to delivery of services, patient care, education, and training.

Accurate creation and direction of tasks to the appropriate individual, to include admins, teams, providers, etc.

Perform all registration for new patients and updates registration information for established patients.

Assess and process medication refill request with adherence to current processes.

Provides patient instructions verbally or in writing when necessary for patient to prepare for appointment.

Respond to customer inquiries at the organizational level.

Demonstrates effective call handling, including upset/dissatisfied customers. Appropriately identify and escalate priority issues.

Minimum 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.

Experience

3-4 years’ work experience in a medical/healthcare environment, such as a hospital, physician office, ambulatory clinic, or healthcare call center. Experience utilizing a web-based computerized system for scheduling and Microsoft Office programs, Outlook, Word and Excel, is required. Customer service experience is required; high volume contact center experience is desired. Must have working knowledge of insurance, processing prescription requests, referral intake, etc. and possess developed problem solving skills. Typing speed at a minimum of 45 WPM is required.

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.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)