Senior Manager, Scheduling in Arlington, VA at The GW Medical Faculty Associates.

Date Posted: 4/21/2021

Job Snapshot

  • Employee Type:
    Full-Time
  • Location:
    3811 Fairfax Drive
    Arlington, VA
  • Job Type:
  • Experience:
    7 to 10 years
  • Date Posted:
    4/21/2021

Job Description

Position Summary

This leadership role understands Patient Experience starts with the first interaction with the Contact Center. The Senior Manager demonstrates, through actions and service behavior, an understanding of the critical role the Contact Center plays as an extension of the GWU Medical Faculty Associates brand. 

This individual coordinates initiatives and operations with practice stakeholders, and as needed, hospital representatives. Interprets policies and procedures, recommends changes as appropriate, and provides relevant feedback to the Director and Chief of Revenue Cycle. This position serves as a key promoter of the revenue cycle as a service organization which strives to meet and exceed the needs of its customers.

  Essential Duties 

  • Determines call center operational strategies by conducting needs assessments, performance reviews, and capacity planning.
  • Responsible for continuous improvement to processes, developing and documenting efficient workflow plans.
  • Ensure that all patient and provider complaints are resolved in real-time with favorable solutions. The Call Center Senior Manager must have excellent people management skills, the ability to report on productivity, and an analytical mindset to monitor performance indicators.
  • Coaches and develops staff to improve quality, performance and productivity. Articulates work and performance expectations. Adheres to company policy with regard to coaching, counseling, and progressive disciplinary actions.
  • Uses creative and innovative methods to motivate staff and to create a succession plan.

Experience and Qualifications

  • A bachelor's degree in business, finance, healthcare or related field. Must have 7-10 years’ Patient Scheduling experience in healthcare industry (ambulatory practice or hospital).
  • Strong oral and written communication skills are critical to this role. Candidate must have the ability to communicate across all levels of staff and physician leadership in a clear and concise manner.
  • Requires knowledge of Patient Access from Registration to Scheduling.
  • Full knowledge of HIPAA regulations. Must be detailed oriented with ability to identify trends and develop solutions to process gaps.  Must be capable of making critical decisions when dealing with patients, employees, and comfortable with providing communication to physicians and executive leadership.
  • Excellent customer service orientation; exceptional leadership, interpersonal and communication skills are fundamental requirements.
  • Strong oral and written communication skills are critical to this role. Candidate must have the ability to communicate across all levels of staff and physician leadership in a clear and concise manner.
  • Requires excellent analytical skills to study complex flow charts, data structures, and other informational resources. Must be able to identify and correct problems as well as possessing the ability to perform a detailed risk analysis on project initiatives.
  • Expertise in information systems, preferably with GE/IDX or Epic, as well as multi-channels for scheduling (online, telemedicine, etc.)