Manager, Multi-Access Platform ( Contact Center)

GWU Medical Faculty Associates

Arlington,VA

10/26/2020

Position Summary

The Manager for Multi-Channel Access Technology supports the implementation for Patient Scheduling Access applications. This position works closely with physician network and MFA leadership to coordinate services to our patients and optimize centralized scheduling and access services. The individual in this role brings experience in an environment that supports online, virtual, and telecommunication access.

This position supports GWU Medical Faculty Associates ability to enhance services to best meet patient needs and the business needs of our practice. This leadership role will be considered a subject matter expert in the area, maintaining awareness of industry changes, as well as changes in the technical and support services within the comprehensive Contact Center.

Qualifications

This individual coordinates initiatives and multi-channels with practice stakeholders as examples:

  • ZocDoc online scheduling platform
  • Cisco call reporting for clinical departments
  • Enghouse (Call Center) reporting and troubleshooting
  • Televox Appointment Reminders

Interprets policies and procedures, recommends changes as appropriate, and provides relevant feedback to the Director and the 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

  1. Collaborates with leadership to determine operational strategies to leverage access technology or optimize existing solutions.
  2. Responsible for continuous improvement to processes, developing and documenting efficient workflow plans.
  3. Collaborates on projects related to access solutions and supports Call Center technology issues.
  4. Monitors, maintains, and provides tended data on key metrics (Call volume, Abandonment rate, Service levels, Wait Times, etc.).
  5. Develops a process for end users to escalate technology related issues. Develops tracking tools and reports out on status and resolution.

Experience and Qualifications

  • A bachelor's degree in business, information systems, healthcare or related field. Must have 7-10 years technical experience healthcare industry or telecomm (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.
  • 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.A bachelor's degree in business, information systems, healthcare or related field.
  • 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 with contemporary telecommunications and Patient Access solutions, preferably with GE/IDX or Epic, as well as multi-channels for scheduling (online, telemedicine, etc.)

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