Acute Patient Access Services Representative

Banner Health•Phoenix, AZ

4d•Onsite

About The Position

The Acute Patient Access Services Representative is the first point of contact for patients at a hospital-based healthcare facility, assisting with the administrative steps required to access medical treatment. The role supports services including emergency, inpatient, obstetrics, outpatient, observation, surgery, and imaging. It provides in-person patient intake and registration, customer service, insurance verification and authorization, eligibility and benefits review, estimates for services, financial counseling, and collection of patient liability. The representative works in a high-volume, fast-paced clinical environment, independently under regular supervision and within structured routines. The role requires adapting, using critical thinking and independent decision-making, prioritizing work, and coordinating with patients, families, physician office staff, third-party payors, and clinical teams. New hires attend approximately two to four weeks of weekday daytime New Hire Orientation and PAS training, during which their schedule may differ from the posted shift.

Requirements

High school diploma or GED.
At least one year of work experience involving customer service, patient financial services, financial services, collections, or insurance industry processes.
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 for interacting with a wide range of audiences.
Strong 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.
For employees at Banner Behavioral Health Hospital, BTMC Behavioral, or BUMG, BUMCT, or BUMCS in a Behavioral Health clinical setting serving children: an Arizona Fingerprint Clearance Card is required at hire and must be maintained during 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; the employer states it will train the right person.

Responsibilities

Greet patients and provide positive, compassionate customer service as the first point of contact.
Use positive identification protocols and verify patient demographics, then accurately enter information and thoroughly document accounts in the electronic health record.
Register patients in a timely manner and support intake and record-keeping across multiple services, including inpatient, observation, emergency, obstetrics, surgery, and imaging.
Verify insurance eligibility and benefits, understand payer guidelines, and obtain required authorizations and timely notifications using multiple systems.
Obtain required federal and state compliance information, consents, and insurance documentation, including completing applicable CMS hospital compliance forms.
Generate patient estimates and discuss financial liability with patients or families; collect patient liability and assist with Banner Line of Credit applications, payment plans, and Banner Financial Assistance applications.
Resolve customer issues and collaborate with clinical teams and other stakeholders to support patient flow and satisfaction.
Meet registration-related key performance indicators and help reduce or eliminate denials through accurate, timely registration and authorization work.
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.