Patient Access Manager

Vital Heart & Vein, established in 1998, is the largest private cardiology practice in the Houston area, dedicated to providing high-quality, compassionate cardiovascular care. The practice includes 40 board-certified physicians specializing in cardiovascular disease, interventional cardiology, vascular and endovascular surgery, advanced heart failure, and podiatry. Vital Heart & Vein offers advanced diagnostic testing and comprehensive therapies for coronary, electrophysiology, vascular, and vein diseases. The organization serves patients across the greater Houston area, including Humble, Pearland, West Houston, Beaumont, Northwest Houston, and the Texas Medical Center, using up-to-date technology to support excellent patient outcomes. Position Summary Vital Heart and Vein is seeking an experienced, organized, and hands‑on Patient Access Manager for our Humble and Sugar Land / West Houston offices to oversee check‑in and check‑out operations across our medical clinic locations. The ideal candidate will have at least five years of management experience in a large medical clinic or multi‑provider medical practice, with a strong understanding of patient access, front‑office workflows, staff leadership, and patient service. This individual will ensure consistent front‑office operations, efficient patient flow, staff development, and a positive patient experience. The Patient Access Manager will work closely with the Director of Patient Services, providers, and other department leaders to identify operational needs, improve processes, and ensure front‑office teams follow established policies and procedures. Essential Duties and Responsibilities 1. Staff Leadership and Management Manage and oversee check‑in and check‑out staff across assigned clinic locations. Provide day‑to‑day leadership, direction, and support to front‑office employees. Develop staffing schedules and coordinate coverage to maintain appropriate staffing levels. Monitor attendance, punctuality, productivity, and adherence to assigned responsibilities. Conduct staff training, coaching, performance evaluations, and corrective action in accordance with our company policies. Participate in interviewing, hiring, onboarding, and training new employees. Promote accountability, teamwork, professionalism, and effective communication. 2. Front‑Office Operations Oversee daily check‑in and check‑out workflows to ensure efficient and consistent operations. Ensure patients are registered accurately and appointments are properly documented. Monitor patient flow and address delays, scheduling concerns, and operational bottlenecks. Ensure check‑out staff appropriately schedule follow‑up appointments and coordinate next steps in the patient's care. Oversee collection of copayments, outstanding balances, and other applicable patient payments in accordance with office policies. Ensure insurance information, identification, patient demographics, and required documentation are reviewed and updated. Promote consistent use of EMR/EHR systems, patient check‑in platforms, and other operational systems. 3. Patient Experience and Service Excellence Maintain a professional, welcoming, and patient‑focused environment. Address patient complaints and service concerns promptly and professionally. Identify opportunities to improve patient satisfaction, reduce wait times, and improve the overall patient experience. Ensure staff communicate effectively with patients, providers, medical assistants, and other departments. Escalate complex patient concerns to the Director of Patient Services when appropriate. 4. Compliance and Quality Assurance Ensure staff follow established policies, procedures, and operational standards. Promote compliance with HIPAA privacy and confidentiality requirements. Monitor accuracy of front‑office documentation, registration, payment collection, and other assigned processes. Identify workflow gaps and implement approved corrective measures. Ensure staff receives appropriate training on office policies, systems, and compliance expectations. 5. Performance Monitoring and Process Improvement Monitor front‑office performance, staffing needs, patient flow, and operational efficiency. Review productivity and quality indicators and identify opportunities for improvement. Develop and maintain standardized workflows across clinic locations. Collaborate with leadership to implement new procedures, operational changes, and staff development initiatives. Provide regular updates to the Director of Patient Services regarding staffing concerns, performance trends, operational challenges, and improvement opportunities. 6. Communication and Collaboration Serve as the primary operational leader for check‑in and check‑out teams. Collaborate with scheduling, medical records, clinical staff, billing, and other departments to resolve workflow issues. Communicate operational expectations and policy changes clearly and consistently. Participate in leadership meetings and operational planning as needed. Ensure consistent front‑office practices across assigned locations. Required Qualifications Minimum of five years of management experience in a large medical clinic, multi‑provider practice, or multi‑location healthcare setting. Demonstrated experience managing front‑office, patient access, registration, or medical office personnel. Strong knowledge of medical office operations, patient registration, scheduling, and check‑in/check‑out workflows. Experience with electronic medical records (EMR/EHR) and healthcare practice management systems. Working knowledge of HIPAA privacy and confidentiality requirements. Ability to manage multiple priorities, resolve operational issues, and lead a team in a fast‑paced healthcare environment. Strong written and verbal communication skills. Excellent organizational, problem‑solving, and leadership abilities. Ability to maintain professionalism, discretion, and sound judgment when addressing employee and patient concerns. Preferred Qualifications Experience managing front‑office teams across multiple clinic locations. Experience in a specialty medical practice, preferably cardiology, vascular medicine, or another high‑volume specialty. Experience with staffing, performance management, workflow standardization, and operational reporting. Familiarity with patient check‑in platforms, insurance verification workflows, and point‑of‑service collections. Experience implementing process improvements and training teams on new systems or procedures. Leadership and team development; accountability and performance management. Patient‑centered service; operational efficiency and workflow improvement. Conflict resolution and sound judgment; organization and attention to detail. Adaptability and problem‑solving; professional communication and collaboration. Performance Expectations Maintain consistent and efficient check‑in and check‑out operations. Ensure appropriate staffing and coverage across assigned locations. Improve patient flow and minimize avoidable delays. Promote accurate registration, documentation, and payment collection. Develop a knowledgeable, accountable, and professional front‑office team. Maintain compliance with established policies and procedures. Improve patient satisfaction and communication. Demonstrate effective leadership and timely resolution of operational concerns. Physical and Work Environment Requirements Ability to work in a fast‑paced medical office environment. Ability to travel between clinic locations as required. Ability to remain organized while managing competing priorities and time‑sensitive operational needs. #J-18808-Ljbffr Vital Heart & Vein