Patient Access Specialist

Description

Position Overview

A successful Patient Access Specialist (PAS) must be passionate about healthcare and want to make a difference in the lives of others while acting as a mission-driven catalyst to help Livingston Community Health deliver the best quality of care and excellent service to our patients and their families.

The Patient Access Specialist (PAS) serves as the first point of contact for patients seeking care or information at Livingston Community Health. The PAS ensures that every interaction-by phone, text, or electronic message-is handled properly, professionally, efficiently, and with compassion.

This role plays a critical part in improving access to care, supporting coordination across departments, and creating a seamless experience for patients and their families.

Essential Functions, Duties, and Responsibilities

The PAS contributes directly to the organization's mission, vision, and values by delivering exceptional service, protecting patient privacy, and upholding the highest standards of communication and accuracy.

• Professionally answer a high volume of inbound calls, text messages, and any other patient communication in a timely and efficient manner.
• Triage and prioritize calls and messages based on urgency, ensuring timely responses and resolution.
• Schedule appointments for medical, dental, behavioral health, and specialty services in accordance with provider templates and scheduling guidelines.
• Assist patients with accessing preventive and follow-up services to help close care gaps.
• Verify and update patient demographics, insurance, and eligibility in the Electronic Health Record (EHR).
• Document patient communications accurately and clearly within the EHR and route messages to appropriate care teams.
• Educate patients on available services, programs, and payment expectations, including Good Faith Estimates (GFE) when applicable.
• Support coordination of transportation services as needed.
• Make outbound calls for appointment confirmations, recalls, and other patient outreach.
• Collaborate regularly with site reception staff, referral teams, and navigation specialists to ensure a smooth and unified patient experience.
• Escalate complex or unresolved issues to the Patient Access Supervisor or Director of Patient Access & Navigation.
• Maintain performance metrics (e.g., average handle time, abandonment rate, patient satisfaction) and work toward established departmental goals.
• Supports the overall needs of the organization by working flexible or extended hours when necessary.
• Demonstrates competence with the mission, vision, and values of the organization in providing quality services to the community.
• Other work-related duties as assigned. Duties and responsibilities may be added, deleted, or changed at any time at the direction of leadership, formally or informally, either verbally or in writing.
• Maintains confidentiality and respect for all sensitive information. Maintain patient confidentiality as required by HIPAA.
• Displays a positive, professional, and respectful demeanor at all times towards employees, peers, professional contacts, and patients served, maintaining a professional appearance and positive image for LCH.
• Contributes as part of the team by promoting positive staff interactions and maintaining open communication with other programs and departments.
• Attends and actively participates in all meetings (e.g., department meetings, program meetings, staff meetings) and other activities as required or assigned.

Education and Experience :

Knowledge, Skills, and Abilities :