Patient Access Specialist- Scheduling

RiverStone Health • Billings, MT

5d • $18 - $22

About The Position

Serving the Yellowstone County community and south-central Montana for nearly 50 years, RiverStone Health is an essential provider of personal and public health services. Health, Education, Leadership and Protection – HELP is what we do. From medical, dental and behavioral healthcare; home care and hospice; public health services like immunizations, WIC, health promotion and restaurant inspections; and educating the next generation of health professionals, our expertise spans all ages and stages of life. Underlying principles of access, affordability, compassion and quality in all interactions, RiverStone Health improves life, health and safety for all of the communities we serve. 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

• Provide 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.
• Manage multi-line phone systems, call queues, voicemails, and standardized call scripts; route callers to the appropriate care team members using established workflows.
• Schedule, reschedule, and confirm appointments for primary care and integrated services; maintain schedule integrity, including appointment types, same‑day/urgent slots, and waitlists.
• Verify identity and maintain accurate, up-to-date patient records, demographics, communication preferences, consent statuses, and care team assignments.
• 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.
• Coordinate interpreter services and document language preferences to support culturally responsive care.
• Support telehealth by providing education, helping patients troubleshoot access, and ensuring visit readiness.
• Use care‑gap lists and outreach processes to schedule preventive care, wellness visits, chronic disease follow-ups, and other recommended services; document outreach actions and escalate complex needs appropriately.
• Use de‑escalation techniques and escalate clinical, safety, or grievance issues per policy; maintain compassion, confidentiality, and professionalism at all times.
• 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‑oriented behavior.
• After achieving proficiency in core scheduling responsibilities, cross‑trains in additional Patient Access Specialist roles within the Administrative Services department to support workflow flexibility and departmental coverage.
• Perform other duties as assigned in support of RiverStone Health’s mission and goals.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED