Executive Director of Access ( Unified Contact Center) in Arlington, VA at The GW Medical Faculty Associates.

Date Posted: 2/25/2021

Job Snapshot

Job Description

Position Summary 

The Executive Director of Access will be responsible for optimizing access to ambulatory care  within the George Washington Medical Faculty Associates (GWMFA), including oversight of call operations, the Unified Contact Center, provider capacity management, and referral management departments and activities.  The Executive of Director of Access will serve as the subject matter expert on access for GWMFA and will develop and lead access projects across the organization to drive rapid and sustained improvement on our patient access metrics. This role requires excellent communication and presentation skills to successfully engage and collaborate with senior leaders and physicians across the organization.

Access Organizational Oversight

  • Review and report out to ambulatory leadership results of all access projects and make recommendations for revisions and/or deployment of successful best practices across the ambulatory enterprise.
  • Provide leadership and direction including communication and collaboration with senior leaders and staff to deliver on the improvement of ambulatory access.
  • Partner with department leaders and providers to deliver an improve access experience for GWMFA providers, staff, and patients.
  • Assist the organization in the transition to the Epic scheduling system.
  • Accountable for achieving significant and continuous improvement on access metrics across GWMFA and partner with the Patient Experience team to improve the results on our patient surveys.
  • Partner with IS&T to identify and manage technology advancements to improve the access performance of the organization
  • Oversee Contact Center budget to ensure optimal quality and service along with efficiency and fiscal responsibility.

Contact Center

  • Oversight of call operations across the organization.
  • Oversight of Unified Contact Center operations to achieve an industry best practice performing center.
  • Work closely with Contact Center team to improve first call resolution and ensure access goals are achieved.
  • Identify methodologies to enhance the telehealth program.
  • Foster continuous improvement methods to develop innovative approaches to add valued convenience to the patient experience in their GWMFA Health Care journey from the moment of first contact.
  • Optimize referral management performance.


  • BA or BS required; Master’s degree in business or health care strongly preferred. 5-7 years demonstrated success/results in capacity and referral management, customer service support or Contact Center organization. 5+ years in management capacity.
  • Previous experience in Business to Business and/or Business to Customer environments.
  • Epic experience preferred.
  • Healthcare Industry experience highly desirable.
  • Proven Team Builder.
  • Experience introducing new culture, improving or starting a call/contact center highly desirable.