The Future of Patient Access: AI, Empathy, and the Human Connection

By Molly Siegel, MPH, Senior Associate, Patient Access Collaborative

As 2025 comes to a close, the conversation about patient access feels more urgent and more exciting than ever. In this month’s episode of The All Access Pass, host Elizabeth Woodcock sits down with Aramis Cherrington, Vice President of Patient Access Services at RWJBarnabas Health, to talk about where access is headed next. The future isn’t just digital; it’s deeply human.

From Call Center to Care Orchestrator.

For decades, access centers were seen as call hubs, answering phones, slotting appointments, and managing queues. But as Cherrington explains, those days are fading fast. “Access centers are transforming. Health systems’ reputations and growth are at stake, and how we design the future patient experience will define our success.”

The shift is clear: access is no longer about transactions. It’s about navigation, empathy, and connection.

AI as Partner, Not Replacement.

Artificial intelligence is already changing the work of access centers, but not in the way some fear. “AI will automate the what—the routine and repetitive—but humans will always own the why,” Cherrington says.

Imagine predictive systems that anticipate a patient’s needs before they pick up the phone, or voice bots that handle simple scheduling so staff can focus on complex conversations. The result isn’t fewer people; it’s people freed up to do work that truly matters.

“The access representative of the future will be a care navigator,” he adds. “Someone who uses AI insights to guide patients through complexity with empathy and context.”

Rethinking the Workforce.

High turnover has long been an access challenge. But tomorrow’s workforce will look very different. Expect to see tiered roles: frontline schedulers, advanced access specialists, and system-level strategists who blend data, design, and compassion.

Access is becoming a multidisciplinary network that cuts across IT, clinic operations, and digital strategy. As Cherrington puts it, “It’s not about where they sit organizationally anymore. It’s about the value they add to the patient journey.”

The Digital Front Door and the People Behind It

Patients now expect healthcare to work like everything else in their lives: quick, connected, and on their terms. True omnichannel access means being able to text, chat, call, or schedule online without having to repeat the same story three times.

“The access center of the future will be the glue between digital and human touch,” says Cherrington. “Whether you start with a chatbot or a phone call, it should feel like one continuous journey.”

Measuring What Really Matters.

Traditional metrics like handle time or abandonment rate tell only part of the story. The next generation of access measurement will focus on outcomes: time from request to appointment, first-contact resolution, and ease of scheduling.

Patients don’t measure access in seconds. They measure it in ease, trust, and follow-through.

Access as the First Act of Care.

Access leaders are also recognizing their role in health equity. Scheduling staff often hear about barriers long before clinicians do—transportation, childcare, language. “The access center is the first line of equity,” Cherrington notes. “It’s where trust is built or lost.”

By connecting patients to resources in real time, access teams become agents of change, not just operators.

Looking Ahead.

When asked what advice he’d give leaders preparing for the future, Cherrington is clear: “Invest in people and platforms equally. The organizations that win will align digital transformation with human connection.”

And his vision for ten years from now? “A healthcare experience that finally feels human again.”

In that world, access isn’t a department. It’s a reflection of who we are as health systems.

Tune in to the full episode of The All Access Pass with Elizabeth Woodcock and Aramis Cherrington on Spotify or Apple Podcasts, and hear how access leaders are shaping the future of healthcare, one connection at a time.