Patient Access Specialist- Registration

Patient Access Services

• Serve as first point of contact for patients by providing high-quality, empathetic, trauma-informed customer service to patients from diverse cultural, linguistic, and socio-economic backgrounds; communicate clearly in person, by phone, and through approved digital channels.
• Verify identity and maintain accurate, up-to-date patient records, demographics, communication preferences, ensure all consents and required forms are completed and documented accurately.
• Support billing staff by ensuring accurate front-end data collection.
• Prepare forms, letters, and reports as requested by clinical or administrative staff.
• Schedule and reschedule appointments for primary care and integrated services; maintain schedule integrity, including appointment types, same-day or urgent slots, and waitlists.
• Document all calls, messages, outreach attempts, and patient interactions in the EHR with accurate encounter types and timestamps.
• Carefully coordinate patient access to transportation, enabling services, and social needs resources to reduce barriers to care and support health equity.
• Arrange interpreter services and document language preferences to support culturally responsive care.
• Use care-gap reports and outreach processes to schedule preventive care, wellness visits, chronic condition follow-ups, and other recommended services; document outreach activities and escalate complex needs as appropriate.
• Use de-escalation techniques when needed and escalate clinical, safety, or grievance concerns according to policy while maintaining compassion, confidentiality, and professionalism.
• Demonstrate reliability, punctuality, and the ability to manage competing priorities in a fast-paced environment.

Non-Essential Functions/Other duties as assigned

Contributes to a positive work environment by consistently modeling RiverStone Health’s Mission, Vision, and Values through respectful, collaborative, and service-focused behavior after demonstrating proficiency in core registration duties, cross-train in additional Patient Access Specialist roles to support workflow flexibility and departmental coverage.

Education And Experience

• Minimum Qualifications: High school diploma or equivalent. Strong communication and customer service skills. Ability to work effectively with diverse populations. Proficiency with computers and willingness to learn new software systems. Ability to multitask, prioritize, and remain accurate in a fast-paced environment.
• Preferred Qualifications: Experience in a medical office, call center, or community health setting. Familiarity with electronic health records (EHRs) and medical terminology. Knowledge of insurance verification, scheduling workflows, or patient registration processes.

Knowledge, Skills, And Abilities

• Proficiency with computers and common software applications, including Excel, Outlook, and Word. Knowledge of modern office practices, procedures, and equipment. Ability to remain calm, patient, and professional during challenging interactions. Strong active listening skills with a non-judgmental and empathetic approach. High attention to detail and accuracy. Understanding of HIPAA requirements and the importance of maintaining patient confidentiality. Ability to work collaboratively and contribute to a positive team environment. Ability to prioritize tasks, manage time effectively, and meet deadlines.

Customer Service Excellence

• Doing things right the first time
• Making people feel welcome
• Showing respect for each customer
• Anticipating customer needs and concerns
• Keeping customers informed
• Helping and going the extra mile
• Responding quickly
• Protecting privacy and confidentiality
• Demonstrating proper telephone etiquette
• Taking responsibility for handling complaints
• Being professional
• Taking ownership of your attitude toward Service Excellence

Physical Demands And Working Conditions

• Work is performed at a computer workstation for extended periods, up to 8 hours per day. Use of repetitive motion. Standing, bending, sitting, lifting required. Work is performed in an office environment and requires the ability to operate standard office equipment and keyboards. Ability to see details near and far, recognize color differences, and focus on fine details like small print and/or instruments required.
• Create and maintain a safe/secure working environment by adhering to safety, security, and health requirements. Integrates injury, illness, and loss prevention into job activities by attending any necessary training and implementing best practices.

Freedom To Act & Decision Making

Work is structured by public health regulations and established medical practices. Decisions directly affect the quality of services provided to the public.

Communications & Networking

Work directly with other team members to provide quality customer service for patients.

Budget & Resource Management

Not applicable.