Acute Patient Access Services Representative

Banner Health•Gilbert, AZ

2d•Onsite

About The Position

This hospital-based position is the first point of contact for patients seeking medical treatment and supports the administrative process of accessing care across settings such as the Emergency Department, inpatient, obstetrics, and outpatient services. The representative provides in-person patient intake and registration, verifies eligibility, benefits, and insurance authorizations, generates estimates, offers financial counseling, and collects patient liability. The role requires accurate and secure documentation, excellent customer service, and the ability to resolve customer issues. The position works in a high-volume, fast-paced clinical environment and may cover multiple services. Employees work independently under regular supervision, follow structured routines, and use multiple computer applications. New hires attend New Hire Orientation and Patient Access Services training for approximately 2–4 weeks, generally Monday through Friday during standard daytime business hours, which may differ from the hired schedule. The posted schedule is Thursday, Friday, and Saturday, 5:00 a.m. to 5:30 p.m.; some on-call shifts and holidays may be required. Weekend hours earn an additional $1.00 per hour.

Requirements

High school diploma or GED.
Customer service skills or knowledge of patient financial services, financial services, collections, 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 environment.
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, make independent decisions, and prioritize work in a high-volume, fast-paced clinical environment.
Some on-call shifts and holidays may be required.
For employees working at the specified Banner behavioral health facilities or behavioral health clinical settings serving children: an Arizona Fingerprint Clearance Card is required at hire and must be maintained throughout employment; an Arizona Criminal History Affidavit must be signed upon hire.

Nice To Haves

Associate’s degree.
CRCR (Certified Revenue Cycle Representative) certification from the Healthcare Financial Management Association (HFMA).
CHAA (Certified Healthcare Access Associate) certification from the National Association of Healthcare Access Management (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 accurately enter information into the electronic health record, documenting accounts thoroughly to support reimbursement and reduce denials or penalties.
Support patient access across services including inpatient, observation, emergency, obstetrics, surgery, and imaging.
Verify and understand insurance benefits and follow insurance guidelines.
Create a positive patient experience through welcoming interactions and effective communication.
Submit timely notifications and authorizations according to payer guidelines, using various systems to help reduce or eliminate denials.
Meet registration-related key performance indicators established by management.
Obtain required federal and state compliance information, consents, and insurance documentation, including hospital compliance forms required by CMS.
Discuss patient financial liability with patients and families; collect amounts due and assist with Banner Line of Credit applications, payment plans, and Banner Financial Assistance applications.
Perform other Patient Access Services tasks as assigned, which may include transporting patients, training new hires, recapping or posting daily deposits, and other team assignments.
Prioritize work, use critical thinking and independent decision-making, and help ensure patient care is appropriate and timely.
Collaborate with patients and families, physician office staff, third-party payors, and clinical teams.