Acute Patient Access Services Representative

Banner Health•Pikeville, KY

2d•$25 - $34•Onsite

About The Position

This position is the first point of contact at a hospital-based healthcare facility and assists patients with the administrative aspects of accessing medical treatment. The role supports services such as Emergency Department, inpatient, obstetrics, and outpatient care. Responsibilities include in-person patient intake and registration, providing superior customer service, identifying patients accurately, obtaining insurance authorizations, verifying eligibility and benefits, generating estimates, providing financial counseling, and collecting patient liability. The representative resolves customer issues and supports an excellent patient experience. The position works in a high-volume, fast-paced clinical environment and requires adaptability, critical thinking, independent decision-making, and prioritization to support appropriate and timely patient care. Work is performed independently under regular supervision, following structured routines, and includes interaction with patients and families, physician office staff, and third-party payors. Days and hours vary, with a 40-hour workweek. Training during the first four weeks is scheduled Monday through Friday during standard business hours.

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 over one or more years of work experience.
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 to interact effectively with a wide range of audiences.
Strong knowledge of common office software, word processing, spreadsheet, and database software, and typing ability.
Ability to work in a high-volume, fast-paced clinical environment, adapt, think critically, make independent decisions, and prioritize work.

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.

Responsibilities

Verify patient demographics and accurately enter information into the electronic health record, thoroughly documenting accounts to support reimbursement and reduce denials or penalties.
Support registration across services including inpatient, observation, emergency, obstetrics, surgery, and imaging; the position may cover services 24/7.
Verify, read, and understand insurance benefits and guidelines for services.
Provide a positive patient experience through effective communication and interactions.
Submit timely insurance notifications and authorizations using applicable systems and guidelines, and meet registration-related performance indicators.
Obtain federal and state compliance information, consents, and required insurance documentation, including hospital-based CMS forms.
Discuss financial liability with patients and families; collect patient liability in full, assist with Banner Line of Credit applications and 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.
Resolve customer issues and prioritize work to support the appropriateness and timeliness of patient care.