The George Washington University (GW) Medical Faculty Associates (MFA) has tapped Martin Wortley, MBA, to serve as its first Executive Director of Access – a role created to support the MFA’s access initiative aimed at driving rapid and sustained improvement on patient access metrics. Worley joins the MFA from Texas Children’s Hospital, where he most recently served as the assistant director of the Customer Care Contact Center.
“I am confident that Martin will make a positive impact on the overall patient experience at the MFA. We welcome him to our team and we look forward to working closely with him to improve the access experience for both our patients and our providers,” said Benjamin J. Riestra, MBA, MHA, Chief Operating Officer of the MFA.
In this role, Wortley will be responsible for optimizing access to ambulatory care at the MFA, including oversight of all call operations, the Unified Contact Center, provider capacity management, and referral management departments. He will also partner with MFA providers to identify and implement specific strategies to meet patient care needs.
Central to this position, Wortley will review, report out, and make recommendations for revisions and deploying best practices across the ambulatory enterprise. Additionally, he will establish ongoing methods for evaluation, improvement of service standards, and performance metrics. To attain success and engage stakeholders in this mission, Wortley will oversee training and education for clinicians and their staff. He will also assist the organization in the transition to the Epic scheduling system.
In partnership with the patient experience team, Wortley will solicit input and feedback from customers, patients, and stakeholders – with the goal of improving the results of our patient surveys and enhancing the patient experience. He will also oversee the operations of the Unified Contact Center team to improve first call resolution, optimize referral management performance, and identify methods to enhance the MFA’s telehealth program.
Wortley will have oversight of scheduling templates through the MFA Capacity Management Office with a focus on growing new patient volumes for key services. He will assist the organization in the transition to the Epic scheduling system and will champion innovative approaches to modernizing the MFA’s systems, such as e-services and online scheduling.
“As we work toward continual improvements at the MFA, Martin’s experience and expertise will help us improve several aspects of our business. We expect very positive shifts in our patients’ overall experience and we know his support will enable us to deliver high-quality care in an advanced health care system,” said Barbara L. Bass, MD, vice president for health affairs, dean of the GW School of Medicine and Health Sciences, and CEO of the MFA.
Wortley has worked at Texas Children’s Hospital since 2003 serving in various roles. He has a bachelor’s degree in health care administration and an MBA from University of Phoenix. He also holds Cadence Certification, a certification in Epic’s scheduling platform.
Wortley begins this new role on April 26, 2021 and will report to the COO.