Acute Patient Access Services Representative

Banner Health • Phoenix, AZ

2d • Onsite

About The Position

The Acute Patient Access Services Representative is the first point of contact at a healthcare facility and assists patients with the administrative aspects of accessing medical treatment. This role supports Banner MD Anderson Cancer Center in a hospital-based setting and provides in-person patient intake and registration, customer service, insurance eligibility and benefit verification, authorization processing, patient estimates, financial counseling, and collection of patient liability. The representative obtains and verifies patient demographic and insurance information, enters information into the electronic health record, uses multiple computer applications, and obtains required signatures and compliance documentation.

The position works in a high-volume, fast-paced clinical environment and is measured on accuracy, productivity, and point-of-service collections. It requires a strong sense of urgency, prioritization, adaptability, follow-through, and the ability to manage multiple tasks. The schedule is Monday through Friday, 8:30 a.m. to 5:00 p.m., at BUMC Phoenix, 925 E. McDowell Road. New hires must attend New Hire Orientation and Patient Access Services training; acute patient access training generally lasts two to three weeks and runs Monday through Friday during standard business hours.

Requirements

• High school diploma or GED.
• At least one year of work experience involving customer service skills or knowledge of patient financial services, financial or collection services, or insurance industry processes.
• The posting also states that at least two years of customer service experience is required.
• 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 work in a high-volume, fast-paced environment, prioritize tasks, and follow through effectively.
• Comfort discussing and collecting patient financial liability.
• For employees in the specified Banner behavioral health settings serving children: Arizona Fingerprint Clearance Card at hire and maintained during employment, and a signed Arizona Criminal History Affidavit upon hire.

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.
• Healthcare experience.
• Additional related education and/or experience.

Responsibilities

• Verify patient demographics and accurately enter information into the electronic health record, documenting accounts to support reimbursement and minimize denials or penalties.
• Register patients in person across services that may include inpatient, observation, emergency, obstetrics, surgery, and imaging.
• Verify insurance eligibility, benefits, and applicable insurance guidelines for services.
• Provide positive patient experiences through effective communication and customer service.
• Submit timely insurance notifications and authorizations using applicable systems, following payer guidelines and meeting registration performance indicators.
• Obtain required federal and state compliance information, consent forms, and insurance documentation, including applicable CMS hospital compliance forms.
• Discuss patients’ financial liability with patients and families; collect amounts due, assist with Banner Line of Credit applications, establish payment plans, and assist with Banner Financial Assistance applications.
• Perform other patient and financial services tasks as assigned, which may include transporting patients, training new hires, recapping or posting daily deposits, and other Patient Access Services work.
• Work independently under regular supervision, prioritize work, resolve customer issues, and support timely and appropriate patient care in a fast-paced clinical environment.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED