Acute Patient Access Services Representative ER

Banner Health•Mesa, AZ

8d•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 gaining access to care. The representative provides in-person intake and registration, customer service, demographic and insurance verification, authorization and eligibility checks, patient estimates, financial counseling, and collection of patient liability. The role serves settings including the Emergency Department, inpatient, obstetrics, and outpatient services. The position requires accurate documentation in the electronic health record and compliance with payer and federal/state requirements. Representatives use multiple computer applications, follow insurance guidelines, submit timely authorization notifications, and work to reduce denials. They explain financial liability and may help patients apply for Banner Line of Credit, establish payment plans, or apply for Banner Financial Assistance. The representative works independently under regular supervision in a high-volume, fast-paced clinical environment, collaborating with patients and families, physician office staff, third-party payors, and clinical teams. Additional Patient Access Services assignments may include patient transport, training new hires, and handling daily deposits. The role is based at Banner Desert Medical Center in Mesa, Arizona. The stated schedule is Sunday, Monday, and Tuesday, 11 a.m.–11 p.m. Some on-call shifts and holidays may be required. New hires attend weekday daytime orientation and training for approximately two to four weeks, during which their schedule may differ from the posted schedule.

Requirements

High school diploma or GED.
Customer service skills or knowledge of patient financial services, financial or collection 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 as well as 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, make independent decisions, and prioritize work in a high-volume, fast-paced clinical environment.

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 healthcare front-office work.

Responsibilities

Greet patients and ensure patient safety by following positive identification protocols.
Verify patient demographics and enter information accurately into the electronic health record, thoroughly documenting accounts.
Register patients in person across services that may include inpatient, observation, emergency, obstetrics, surgery, and imaging.
Verify insurance eligibility and benefits, understand payer guidelines, and obtain required authorizations.
Submit timely insurance notifications 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 applicable CMS forms.
Provide a positive patient experience through effective communication and customer service.
Discuss patient financial liability with patients and families, collect amounts owed, and assist with financial counseling, payment plans, Banner Line of Credit applications, and Banner Financial Assistance applications.
Use multiple computer applications for intake, registration, and record-keeping.
Collaborate with clinical teams and other stakeholders to support patient flow and timely care.
Perform other Patient Access Services duties as assigned, which may include transporting patients, training new hires, recapping or posting daily deposits, and other team assignments.
Resolve customer issues and prioritize work in a fast-paced clinical environment.