Acute Patient Access Services Representative

Banner Health•Ottawa, OH

2d•Onsite

About The Position

This hospital-based role is the first point of contact for patients seeking medical treatment and supports the administrative aspects of their access to care. The representative performs in-person intake and registration across emergency, inpatient, obstetrics, outpatient, and other services. The role includes verifying patient identity, demographics, insurance eligibility, benefits, and authorization requirements; generating patient estimates; collecting patient liability; providing financial counseling; and ensuring accurate, secure, compliant documentation. The representative uses multiple computer applications and EHR systems, supports patient flow, and provides a positive customer experience while resolving issues. The work takes place in a high-volume, fast-paced clinical environment and requires adaptability, critical thinking, independent decision-making, and collaboration with patients, families, clinical teams, physician office staff, and third-party payors. New hires attend New Hire Orientation and Patient Access Services training. The first four weeks of training are Monday through Friday during standard business hours. After training, days and hours vary, and the employee is cross-trained in inpatient and outpatient registration. The schedule includes an on-call PM rotation and mandatory holiday rotation. Weekend and night-shift differentials apply when applicable.

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 in a team environment.
Strong interpersonal, oral, and written communication skills to interact effectively with a wide range of audiences.
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 HFMA.
CHAA (Certified Healthcare Access Associate) certification from NAHAM.
Knowledge of medical terminology or healthcare systems.
Additional related education and/or experience.
Experience in patient access, scheduling, or healthcare front-office work; the employer states it will train the right person.

Responsibilities

Greet patients and provide compassionate, effective customer service.
Use positive patient-identification protocols and verify patient demographics; enter information accurately into the EHR and thoroughly document accounts.
Register patients promptly across inpatient, observation, emergency, obstetrics, surgery, imaging, and other services.
Verify insurance eligibility, benefits, and payer authorization requirements; submit timely notifications using applicable systems.
Obtain required federal and state compliance information, consents, and insurance documentation, including CMS hospital-based compliance forms.
Generate patient estimates, discuss financial liability with patients or families, collect patient liability, and assist with Banner Line of Credit applications, payment plans, and financial assistance applications.
Collaborate with clinical teams to optimize patient flow and patient satisfaction.
Resolve customer issues and meet registration-related performance indicators established by management.
Use multiple computer applications to support intake, registration, and record-keeping.
Perform other Patient Access Services assignments as needed, which may include transporting patients, training new hires, recapping or posting daily deposits, and related tasks.