Acute Patient Access Services Representative

Banner Health•Chandler, AZ

2d•Onsite

About The Position

This hospital-based position is the first point of contact for patients seeking care, handling the administrative aspects of access to treatment across services such as the Emergency Department, inpatient care, obstetrics, and outpatient care. The representative provides in-person intake and registration, customer service, insurance verification and authorization, patient estimates, financial counseling, and collection of patient liability. The role requires accurate, thorough documentation and the ability to resolve customer issues. The position works in a high-volume, fast-paced clinical environment and requires adaptability, critical thinking, independent decision-making, and prioritization to support timely and appropriate care. The schedule is Saturday and Wednesday, 11 a.m.–11 p.m. New hires attend New Hire Orientation and Patient Access Services training for approximately two to four weeks, beginning on their start date. Training may run Monday through Friday during standard daytime business hours and may differ from the posted schedule.

Requirements

High school diploma or GED.
Customer service skills or knowledge of patient financial services, financial or collecting services, or insurance industry processes, normally acquired through one or more years of work experience.
Ability to manage multiple tasks simultaneously with minimal supervision and work independently and collaboratively in a team.
Strong interpersonal, oral, and written communication skills.
Strong knowledge of common office software, word processing, spreadsheet, and database software, as well as typing ability.

Nice To Haves

Associate’s degree.
CRCR (Certified Revenue Cycle Representative) certification from HFMA.
CHAA (Certified Healthcare Access Associate) certification from NAHAM.
Knowledge of medical terminology or healthcare systems.
Additional related education and/or experience.
Experience in patient access, scheduling, or front-office healthcare.

Responsibilities

Verify patient demographics and enter information accurately into the electronic health record, documenting accounts thoroughly to support reimbursement and minimize denials or penalties.
Support patient intake and registration for services including inpatient, observation, emergency, obstetrics, surgery, and imaging.
Verify insurance eligibility, benefits, and guidelines for applicable services.
Provide a positive patient experience through effective communication and customer service.
Submit timely insurance notifications and authorizations using various systems to reduce or eliminate denials, and meet registration performance indicators.
Obtain required federal and state compliance information, consents, and insurance documentation, including accurately completed hospital-based CMS forms.
Discuss patient financial liability with patients and families; collect amounts due, help patients apply for Banner Line of Credit, establish payment plans, and assist with Banner Financial Assistance applications.
Perform patient access and financial services tasks as assigned, which may include transporting patients, training new hires, recapping or posting daily deposits, and other team assignments.
Work independently and collaboratively, prioritize work, and support the timeliness and appropriateness of patient care.