Acute Patient Access Services Representative

Banner Health•Phoenix, AZ

2d•Onsite

About The Position

The Acute Patient Access Services Representative supports the MD Anderson Cancer Center. You will obtain and verify patient demographic and insurance information, verifying eligibility, generating patient estimates based on benefits & services provided, entering data into ms4 and obtaining signatures on consent forms. This includes collecting money due and you must be comfortable having these conversations. This position is goal oriented and metrics measured include Accuracy, Productivity (# of patients registered in an hour) and point of service collections. We are a high-volume facility, and this is a very fast paced environment, and you will be on your feet all day. A strong sense of urgency, ability to prioritize and handle multiple tasks at once, along with excellent follow through skills are required. Must have at least 2 yrs of Customer Service experience. Experience in Healthcare a plus! Schedule: 8:30 AM - 5:00 PM Monday - Friday Location: BUMC Phoenix 925 E McDowell Rd All Acute Patient Access Services New Hires are required to attend New Hire Orientation & PAS New Hire and Systems Training. Acute Patient Access Training is generally the first 2-3 weeks but can vary and runs Monday - Friday standard business hours. University Medical Center Phoenix is a nationally recognized academic medical center. The world-class hospital is focused on coordinated clinical care, expanded research activities and nurturing future generations of highly trained medical professionals. Our commitment to nursing excellence has enabled us to achieve Magnet™ recognition by the American Nurses Credentialing Center. The Phoenix campus, long known for excellent patient care, has over 730 licensed beds, several unique specialty units and is the new home for medical discoveries, thanks to our collaboration with the University of Arizona College of Medicine - Phoenix. Additionally, the campus responsibilities include fully integrated multi-specialty and sub-specialty clinics. POSITION SUMMARY This position is the first point of contact at healthcare facilities and assists patients with the administrative aspect of gaining access to medical treatment. This position is in a hospital-based setting which includes Emergency Dept, Inpatient, Obstetrics, Outpatient, etc. Responsible for in person patient intake and registration, providing superior customer service, accurately identifying, and obtaining authorizations patients’ insurance, verifying eligibility and benefits, generating patient estimates for services rendered, financial counseling, and collecting patient liability. Demonstrates the ability to resolve customer issues and provides excellent customer service. CORE FUNCTIONS 1. Verifies patient’s demographics and accurately inputs this information into EHR, including documenting the account thoroughly to maximize reimbursement and minimize denials/penalties from the payor(s). 2. Proficiency with multiple services including, but not limited to inpatient, observation, emergency, obstetrics, surgery, imaging. This position may cover services 24/7. 3. Demonstrates a thorough understanding of insurance guidelines for all services. Proficiently verifies, reads, and understands insurance benefits. 4. Demonstrates proficient understanding that this position creates the first impression for our patient's experience with Banner Health. Demonstrates a positive patient experience through interactions and effective communication. 5. Proficient understanding of payer authorization guidelines. Accurately submits timely notification according to insurance guidelines using various systems to reduce/eliminate denials. Consistently meets all registration related key performance indicators as determined by management. 6. Obtains federal/state compliance information, consents and documentation required by the patient’s insurance plan(s). This includes a thorough understanding of accurately completing hospital-based compliance forms required by CMS. Uses multiple computer applications proficiently. 7. Consistently discusses financial liability with the patient(s) and/or families that includes: collection in full of patient liability, assisting patient in applying for Banner Line of Credit, setting up payment plans and/or assisting patient with Banner Financial Assistance policy/application. 8. Provides a variety of patient services and financial services tasks. May be assigned functions such as transporting patients, training new hire employees, recapping daily deposits, posting daily deposits, or conducting other work assignments of the Patient Access Services team. 9. Works independently under regular supervision and follows structured work routines. Works in a high-volume, fast paced, clinical environment which requires to ability to be adaptable, critical thinking, and independent decision making and to prioritize work and ensure appropriateness and timeliness of each patient’s care. Primary external customers include patients and their families, physician office staff and third-party payors.

Requirements

At least 2 years of Customer Service experience.
High school diploma/GED.
Customer service skills or knowledge of patient financial services, financial, collecting services or insurance industry experience processes normally acquired over one or more years of work experience.
Ability to manage multiple tasks simultaneously with minimal supervision.
Ability to work both independently and collaboratively in a team environment.
Strong interpersonal, oral, and written communication skills to effectively interact with a wide range of audiences.
Strong knowledge in the use of common office software, word processing, spreadsheet, database software.
Typing ability.

Nice To Haves

Experience in Healthcare.
Associate’s degree.
CRCR (Certified Revenue Cycle Representative) certification.
CHA (Certified Healthcare Access Associate) certification.
Knowledge of medical terminology or healthcare systems.
Additional related education and/or experience.

Responsibilities

Obtain and verify patient demographic and insurance information.
Verify patient eligibility.
Generate patient estimates based on benefits & services provided.
Enter data into ms4.
Obtain signatures on consent forms.
Collect money due from patients.
Verify patient’s demographics and accurately input this information into EHR, including documenting the account thoroughly to maximize reimbursement and minimize denials/penalties from the payor(s).
Demonstrate proficiency with multiple services including, but not limited to inpatient, observation, emergency, obstetrics, surgery, imaging.
Demonstrate a thorough understanding of insurance guidelines for all services.
Proficiently verify, read, and understand insurance benefits.
Create a positive patient experience through interactions and effective communication.
Accurately submit timely notification according to insurance guidelines using various systems to reduce/eliminate denials.
Consistently meet all registration related key performance indicators as determined by management.
Obtain federal/state compliance information, consents and documentation required by the patient’s insurance plan(s).
Accurately complete hospital-based compliance forms required by CMS.
Use multiple computer applications proficiently.
Discuss financial liability with the patient(s) and/or families, including collection in full of patient liability, assisting patient in applying for Banner Line of Credit, setting up payment plans and/or assisting patient with Banner Financial Assistance policy/application.
Provide a variety of patient services and financial services tasks.
May be assigned functions such as transporting patients, training new hire employees, recapping daily deposits, posting daily deposits, or conducting other work assignments of the Patient Access Services team.
Work independently under regular supervision and follow structured work routines.
Be adaptable, use critical thinking, and make independent decisions in a high-volume, fast-paced, clinical environment.
Prioritize work and ensure appropriateness and timeliness of each patient’s care.