Acute Patient Access Services Representative OB

Banner Health•Glendale, AZ

1d•Onsite

About The Position

This hospital-based role is the first point of contact for patients accessing medical treatment. The representative handles in-person intake and registration across services that may include the Emergency Department, inpatient care, obstetrics, outpatient care, surgery, imaging, and observation. The role provides customer service while verifying patient information, insurance eligibility and benefits, and authorization requirements; generating patient estimates; explaining and collecting financial liability; and helping patients access financial counseling and assistance. The position uses multiple computer applications and works in a high-volume, fast-paced clinical environment, independently under regular supervision and in collaboration with clinical teams and other Patient Access Services staff. The scheduled shifts are Thursday, Friday, and Saturday from 7 p.m. to midnight, and Wednesday from 1 p.m. to 7 p.m. On-call shifts and holidays may be required. Hours worked after 7 p.m. receive an additional 18% night-shift differential. New hires must attend New Hire Orientation and Patient Access Services training for approximately two to four weeks. Training may run Monday through Friday during standard daytime business hours and may differ from the posted schedule until training is complete. The posting states that part-time positions offer full benefits.

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 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, including word processing, spreadsheet, and database software, and typing ability.
Ability to work in a high-volume, fast-paced clinical environment and prioritize work.

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; the posting states the employer will train the right person.

Responsibilities

Greet patients and provide a positive patient experience through effective communication and customer service.
Verify patient identity and demographics, enter accurate information into the electronic health record, and thoroughly document accounts.
Register patients and support intake for services including inpatient, observation, emergency, obstetrics, surgery, and imaging.
Verify insurance eligibility, benefits, and guidelines, and understand payer requirements for the services provided.
Submit timely insurance notifications and authorizations using applicable systems to reduce or eliminate denials.
Obtain required federal and state compliance information, consents, and insurance documentation, including hospital-based CMS forms.
Generate patient estimates and discuss financial liability with patients and/or families.
Collect patient liability in full when applicable, assist patients with Banner Line of Credit applications, set up payment plans, and assist with Banner Financial Assistance applications.
Resolve customer issues and collaborate with clinical teams to support patient flow and satisfaction.
Use multiple computer applications to streamline patient intake, registration, and record-keeping.
Meet registration-related key performance indicators determined by management.
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.
Prioritize work, adapt, use critical thinking, and make independent decisions to support the appropriateness and timeliness of patient care.