Patient Access Manager

Must be located in the Houston or Dallas region, we want to hear from you.

Do you wake up every morning inspired to solve problems and make a meaningful impact in health care? If so, we want to hear from you.

Innovista Medical Center is more than a clinic. It's a community hub. Many still feel unseen, unheard, and unsupported when seeing a health care provider. By putting our patients' needs first, we are transforming what it means to get exceptional care. We don't just treat symptoms. We focus on whole-person health—physical and mental well-being, disease prevention, and thoughtful management of chronic conditions.

Innovista Medical Center provides primary care and walk-in services for people of all ages in ten locations in Dallas and Houston. We provide comprehensive healthcare services, including in-office lab work, vaccines, imaging, and telemedicine.

Our values help define the patient experience and how we treat each other.

• HEARD: Our care starts with listening well to build relationships and trust.?
• UNDERSTOOD: We offer an experience recognizing every patient's history and background.?
• IN CONTROL: We provide one place for all primary care needs for the whole family.?
• ACTIVELY SUPPORTED: We ensure patients are not alone in the care process, which is much more than what happens during a visit.?
• SEEN: We honor the entirety of who each patient is and care for them at the highest level.

If you are looking for a rewarding medical career, we look forward to hearing from you

We're thrilled to announce a dynamic opportunity for you to become an integral part of our Texas team. As an onsite contributor, you'll play a key role in pioneering a pathway toward a more streamlined and effective healthcare system.

JOB SUMMARY:

The Patient Access Manager is responsible for the efficient management of health information data, referral procedures, appointment scheduling for patients, and providing leadership and guidance to the patient access team.

DUTIES AND RESPONSIBILITIES:

Operational Management:

• Oversee all aspects of patient access contact center operations including managing HIM data, patient referrals, appointment scheduling, and resource allocation.
• Suggest and implement policies, procedures, and quality standards to ensure optimal patient care delivery.
• Develop and monitor key performance indicators and operational metrics to identify areas for improvement and drive performance excellence.
• Foster strong partnerships and provide support to the Epic analyst function, ensuring alignment and proper utilization of Epic EMR.
• Prepare and present regular reports on contact center performance, patient satisfaction and process improvements to senior management.

Team Leadership and Development:

• Build a highly talented team through people selection, coaching and development, engagement, and inspiration in an environment that fosters patient centricity and service.
• Foster a positive work environment that promotes diversity, teamwork, collaboration, and high employee engagement and retention in the achievement of employer-of-choice.
• Employ the full suite of performance management tools in developing a best-in-class team and recognize and reward outstanding results.
• Ensure call center staff are properly trained and equipped to handle patient queries efficiently and courteously.

Best in Class Patient Experience

• Provide exceptional service to patients and stakeholders, including appointment notifications and follow-ups on incomplete referrals.
• Oversee contact center activities related to patient inquiries, appointment scheduling, and referral processing.

Financial Management and Revenue Cycle Responsibilities:

• Manage budgets and expense controls to align with clinic objectives.
• Work with clinic managers to analyze financial data and revenue cycle metrics to identify opportunities for revenue optimization and process improvement.
• Ensure accurate billing, coding, and claims submission processes to maximize reimbursement and minimize revenue leakage. Oversee all activities related to patient inquiries, appointment scheduling, and referral processing.

Business Development and Community Engagement:

• Collaborate with clinic manager to Identify strategic partnerships and opportunities to expand market presence and increase patient volume.
• Work closely with the Marketing Department to develop targeted strategies for engaging covered lives and attracting new patients.
• Engage with the community through outreach programs, health fairs, and educational events to promote clinic services and foster patient loyalty.
• Develop and cultivate a BCBS approved referral network to enhance patient access and facilitate seamless care coordination.

Patient retention

• Develop and implement strategies to monitor and improve Net Promoter Score (NPS) to measure patient satisfaction and loyalty.
• Analyze NPS data to identify trends and areas for improvement and implement targeted initiatives to enhance the patient experience.
• Collaborate with cross-functional teams to integrate NPS feedback into continuous improvement efforts and drive positive outcomes

• Bachelor's degree in healthcare administration, science, business administration, finance, or health related field or equivalent work experience.
• Ability to travel up to 25% of the time.
• Minimum 3 years call center operations experience including metrics development preferably in a health care setting.
• Minimum 1 - 2 years leader of people experiences including developing, motivating, driving performance, and fostering a culture of high engagement and retention.
• In-depth knowledge of clinic operations, quality standards and practices, and safety standards.
• Comprehensive understanding of healthcare operations, revenue cycle processes, and regulatory compliance.
• Bilingual preferred: Spanish/English
• Familiarity with healthcare technology, electronic medical records (EMR), and data analytics platforms.
• Bilingual preferred: Spanish
• Proficiency in electronic health record systems and referral tracking software.
• Strong organizational, communication, and interpersonal skills.
• Knowledge of medical terminology, insurance protocols, and HIPAA regulations.

BENEFITS:

We are committed to creating a culture where everyone feels important, welcomed, and included. We demonstrate this commitment by offering a comprehensive benefits package that fosters opportunities for growth and advancement and supports the physical, mental, and financial wellbeing of our team members.

HEALTH & WELLBEING

• A choice health coverage, including HMO and PPO, plus Flexible Spending Account (FSA) and Health Savings Account (HSA) options
• Dental and vision coverage
• Company-paid benefits (short- and long-term disability, employee life, and accidental death and dismemberment)
• Employee Assistance Program
• Discounts and perks on gym memberships, shopping, travel, recreation, and more

FINANCIAL GROWTH

• A yearly discretionary bonus
• 401(k) with a company match
• Rewarding employee referral bonuses

WORK/LIFE BALANCE

• Generous paid time off policy that increases with tenure
• Nine paid company holidays + three Diversity Days
• Paid Parental Leave (up to 6 weeks, subject to applicable waiting period)
• Potential to work hybrid or remote and/or create a flexible work schedule (role specific)

JOB SATISFACTION & ADVANCEMENT

• Clear career advancement and growth pathways
• Continuous education opportunities
• Diversity, Equity & Inclusion Committee with various Business Resource Groups you can join
• Company-wide socials and gatherings
• "Dress for Your Day" policy
• An open-door policy that encourages direct communication with our CEO and upper management, fostering transparency and inclusivity in our work culture

Benefits may be subjected to an applicable waiting period.