Acute Patient Access Services Representative OB

Banner Health•Glendale, AZ

3d•Onsite

About The Position

This hospital-based role is the first point of contact for patients seeking medical treatment and supports the administrative process of accessing care. The representative provides in-person intake and registration across services such as emergency, inpatient, obstetrics, surgery, imaging, observation, and outpatient care. The role includes verifying patient identity, demographics, insurance eligibility, benefits, and authorizations; documenting accounts accurately; providing financial counseling and estimates; and collecting patient liability. The position requires a positive patient experience, effective communication, and the ability to resolve customer issues in a high-volume clinical environment. The role works under regular supervision while following structured routines and making independent decisions as needed. New hires attend New Hire Orientation and Patient Access Services training for approximately 2–4 weeks, generally during weekday daytime hours, which may differ from the posted schedule until training is complete. The stated schedule is Wednesday 12 p.m.–6 p.m. and Thursday, Friday, and Saturday 6 p.m.–11:30 p.m. On-call shifts and holidays may be required. A night-shift differential applies to hours worked after 7 p.m.

Requirements

High school diploma or GED.
Customer service skills or knowledge of patient financial services, financial services, collections, or insurance 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.
Strong interpersonal, oral, and written communication skills.
Knowledge of common office software, including word processing, spreadsheet, and database software, and typing ability.
Ability to adapt, think critically, and make independent decisions in a high-volume clinical environment.

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; the employer states it will train the right person.

Responsibilities

Greet patients and provide compassionate, effective customer service.
Verify patient identity and demographics and accurately enter information into the electronic health record.
Register patients and document accounts thoroughly to support reimbursement and reduce denials or penalties.
Verify insurance eligibility, benefits, and coverage guidelines across services.
Submit timely insurance notifications and authorizations using applicable systems.
Obtain required federal and state compliance information, consents, and insurance documentation, including hospital-based CMS forms.
Generate patient estimates, discuss financial liability with patients and families, collect patient liability, and assist with payment plans, Banner Line of Credit applications, and financial assistance applications.
Resolve customer issues and communicate effectively with patients, families, physician office staff, and third-party payors.
Collaborate with clinical teams to support patient flow and satisfaction.
Use multiple computer applications and systems for intake, registration, and record-keeping.
May perform additional Patient Access Services tasks, such as transporting patients, training new hires, recapping or posting daily deposits, or other team assignments.
Prioritize work and make timely, appropriate decisions in a fast-paced clinical environment.