Job Abstract

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 more than 500 physicians and nearly 200 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) 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.

Position Summary

Schedules and registers GW Medical Faculty Associates (“MFA”) patients while providing effective customer service to all callers. Provides detailed information about the Department of Cosmetic Surgery in addition to general information regarding the entire MFA.

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.

• Demonstrate knowledge of the organization’s mission and MFA’s iCare values and incorporate them into the performance of duties.

• Facilitate the timely completion of scheduling and/or administrative requests from the Practice via tasks in EMR (Epic). 72 hours for Routine Tasks and same-day turnaround for Urgent Tasks.

• 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 to ensure appropriateness of scheduled appointments, and backfill 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 appointments.

• 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 a manner effective to the delivery of services, patient care, education, and training.

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

• Perform all registration for new patients and update registration information for established patients.

• Assess and process medication refill requests with adherence to current processes.

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

• Respond to customer inquiries at the organizational level.

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

• Ability to manage calls in an organized manner, including troubleshooting issues and actively problem-solving.

• Works with nurse navigators, administrative assistants, and other internal departments to efficiently and effectively resolve customer needs.

• Demonstrates an awareness and sensitivity towards patient/family rights.

• Complies with departmental standards regarding training, professional development, communication, management of workload, and safety/emergencies.

• Prepares and mails appointment notices and patient information, as required.

• Ability to perform job duties at satisfactory levels using computer-based scheduling programs, including but not limited to Epic.

• Supports department by working on special projects to assist in operational initiatives as directed by supervisor and departmental leadership.

Minimum Qualifications

Education

• High school diploma or an equivalent combination of training and experience

Experience

• A minimum of 3 years of 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, specifically Outlook, Word, and Excel.
• Strong working knowledge of insurance, processing prescription requests, referral intake, etc.
• Typing speed of 45 words per minute (WPM) or faster.

Physical Requirements

• Must be able to constantly stand, walk, reach outward, and apply manual dexterity in an office setting.
• Must be able to occasionally lift, carry, push, or pull over 100 lbs. as part of the role.
• Requires manual dexterity to operate a computer keyboard, calculator, copier machine, and other equipment.