Patient Access Manager (Contact Center)

Description

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. 

Essential Job Functions and Supervisor Responsibilities: 

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 volu