Sr. Director Referral Management
at The GW Medical Faculty Associates

Date Posted: 10/15/2019

Job Description

Position Summary
In this role, the Senior Director of the Patient Referral Service Center is working collaboratively to manage the Patient Referral Service Center and ensure Ambulatory Access for patients in line with organizational
expectations. The Sr. Director will collaborate with the Operations Leadership team to both manage and optimize the Patient Referral Service Center and consider broader ambulatory access strategies. The Sr. Director will lead both operational and strategic efforts to advance MFA’s efforts to optimize patient experience through a designed and implemented patient referral strategy. The Sr. Director will work in partnership with MFA health stakeholders, including but not limited to Academic Clinic Departments, Marketing, GWU Hospital, and IS&T, as well as, the external Referring Physician community and practices to streamline referrals to MFA specialists.
  • Partner with key stakeholders across GW Medical Faculty Associates departments to create positive working relationships, including, but not limited to Marketing.
    • Network and influence so as to understand key strategies and campaigns and optimize the Patient Referral Service Center operations to align and/or collaborate to identify mutually beneficial solutions
    • Proactively communicate upcoming changes, positive outcomes, and/or as issues or questions arise
  • Develops strategic operational plans for the Patient Referral Service Center department by:
    • Develops and maintains performance benchmarks relative to this department’s operational and financial performance.
    • Develops and maintains performance benchmarks relative to the staff, including annual evaluating and adjusting, as needed the quarterly incentive program
    • Assisting in the evaluation and if needed negotiations for new technology to better support operations
  • Ensures, with the support of the Supervisor, internal processes essential to day-to-day operations of the Patient Referral Service Center, such as
    • Interviewing, hiring, training, supervising and evaluating personnel
    • Assessing capacity management, resources allocation, and issue resolution, to meet day-to-day operations
    • Establishing professional competence and performance of staff by establishing professional standards, protocols, policies, and procedures; communicating related information directly to staff. Ensuring compliance with applicable competence and performance standards.
    • Overseeing the development, implementation and ongoing optimization of operational systems & processes.
    • Development of management-level reporting to monitor productivity and efficiency.
    • Evaluating customer satisfaction and ensuring responsiveness to patient concerns.
    • Coordinating training for staff as new Marketing campaigns or other calls are directed by GW Medical Faculty Associates to the Patient Referral Service Center
  • Analyzes data to identify improvement opportunities and challenges; monitors trends and proactively address future concerns within the Patient Referral Service Center.
  • Accountable for working with Telecom/IS on escalation of any day-to-day operational issues, but also serves as an effective team member and advisor in developing, maintaining, and implementing with IS long term and short term plans.
  • Models and promotes the desired culture through a leadership style that includes:
    • Provides administrative leadership and management and professional development of direct and indirect reports.
    • Interacts with staff and executive level individuals and stakeholders.
    • Developing innovative solutions to access challenges.
  • Registered Nurse with triage experience
  • Master’s Degree, preferred (MSN/MPH)
  • Minimum of 10+ years of progressive management experience.
  • Direct experience with customer relations, problem solving and conflict management.
  • Prior supervisory/management experience required
  • Experience in managing operations and designing strategy for call/access, preferred

Current D.C. Licensure as a registered nurse or evidence of application for licensure in D.C. and current out-of-state is required.

Three (3) plus years of clinical experience in an acute care setting, or over five (5) years of clinical experience in multiple practice areas of medicine.  Demonstrated ability to problem-solve in complex, dynamic situations. Demonstrated supervisory ability in a multidisciplinary medical setting is required.  Experience in using a computerized medical record system.  Knowledge of  IDX patient scheduling/registration is desirable.

Job Snapshot

  • Employee Type: Full-Time
  • Location: Washington, DC
  • Job Type: Management
  • Experience: At least 5 year(s)
  • Date Posted: 10/15/2019

About Us

Welcome to The GW Medical Faculty Associates

We are the largest multi-specialty physician practice in the Washington, DC area. When you choose to work for us, you choose to help improve people's health care experience on a daily basis. We seek qualified professionals, from all backgrounds and disciplines, to join our family of physicians and staff. Come join our exciting team as we reshape trends through our innovations and commitment to providing excellent healthcare.

The GW Medical Faculty Associates is an equal opportunity employer who recognizes the value of diversity. Applicants are considered for applicable positions without regards to race, color, religion, sex, sexual orientation, gender identity, national origin, marital or veteran status, disability, or any other category protected under federal, state, or local law.

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