Patient Access Representative

Position Summary

Medical experience is Required

The patient access representative is 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 patient access representative 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
29 days ago