Patient Access Specialist- Registration

RiverStone Health•Billings, MT

2d•Onsite

About The Position

The Patient Access Specialist is the first point of contact for patients and plays a vital role in ensuring timely, equitable, and compassionate access to care. This position provides exceptional customer service to individuals from diverse cultural, linguistic, and socio-economic backgrounds while performing scheduling, and care coordination tasks in a fast-paced clinical environment. The Patient Access Specialist supports providers and care teams by facilitating preventive care outreach, managing chronic disease follow-up scheduling, and connecting patients to appropriate resources across the health center.

Requirements

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.
Valid Montana Driver’s License in good standing.
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.

Nice To Haves

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.

Responsibilities

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.
Verify insurance eligibility and communicate insurance-related information to patients clearly and professionally.
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.
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.
Support telehealth visits by educating patients and staff, assisting with basic troubleshooting, ensuring visit readiness, and completing registration.
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.
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.
Perform other duties as assigned in support of RiverStone Health’s mission and goals.