Team Lead, 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 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), 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 Team Leader will assist Contact Center management by providing basic leadership and instruction to Call Center representatives, under the direction of the Contact Center Supervisor.

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.

Provides guidance to Unified Contact Center (UCC) staff, regarding routine account problems and general policies and procedures.

Manages special projects, to include supervision of staff assigned to such projects.

Assists the Manager in training new staff members, with regard to established policies and procedures.

Assumes oversight of daily operations and team tasks in the absence of the UCC Manager.

Assumes oversight of daily operations in the absence of the Credit and Collections Manager.

Maintains assigned accounts and work files.

Reviews assignments and proposed account adjustments submitted by staff, for completeness and accuracy.

Works collaboratively with staff across service lines.

Follows all HIPAA guidelines and complies with annual training.

Demonstrates an awareness and sensitivity towards patient/family rights.

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

Adherence to all departmental policies regarding clocking in, taking lunch and breaks and clocking out.

Minimum Qualifications

Education

Bachelor’s degree or an equivalent combination of training and experience is preferred.

Working knowledge of medical terminology or completion of medical terminology course is desired.

Experience

A minimum of 2 years of experience in a medical/healthcare environment, such as an ambulatory clinic, or healthcare call center.

Customer service experience is required, preferably in a high-volume contact center.

2 or more years of call center experience is preferred.

Physical Requirements

Walk, bend, twist, and reach above the shoulder frequently in an office setting.

Must be able to occasionally lift or carry and frequently push or pull up to 20 lbs. as part of the role.

Regularly exposed to healthcare settings that may require personal protective equipment.

Requires manual dexterity to operate a computer keyboard, calculator, copier machine, and other equipment.