Acute Patient Access Services Representative

Banner Health•Ottawa, OH

1d•Onsite

About The Position

This hospital-based position is the first point of contact for patients seeking medical treatment. The representative provides in-person intake and registration, customer service, insurance verification and authorization, eligibility and benefits review, patient estimates, financial counseling, and collection of patient liability. The role supports services including emergency, inpatient, observation, obstetrics, surgery, and imaging, and may cover services 24/7. The position works in a high-volume, fast-paced clinical environment. It requires independent decision-making, adaptability, prioritization, and collaboration to support timely patient care and a positive patient experience. New hires attend orientation and patient access training; the first four weeks of training are Monday through Friday during standard business hours. The ongoing schedule is per diem with varied shifts, an on-call PM rotation, and a mandatory holiday rotation.

Requirements

High school diploma or GED.
Customer service skills or knowledge of patient financial services, financial or collections 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.
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 fast-paced clinical environment, adapt, think critically, make independent decisions, prioritize work, and ensure patient care is appropriate and timely.

Nice To Haves

Associate 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 notes it will train the right person.

Responsibilities

Greet and assist patients, verify their identity, and provide a positive first impression and effective customer service.
Verify patient demographics and accurately enter information into the EHR, documenting accounts thoroughly.
Verify insurance eligibility, benefits, and authorization requirements; submit timely notifications using applicable systems.
Obtain required federal and state compliance information, consents, and insurance documentation, including hospital compliance forms required by CMS.
Generate estimates for services and discuss financial liability with patients and families.
Collect patient liability and assist patients with Banner Line of Credit applications, payment plans, or Banner Financial Assistance applications.
Resolve customer issues and collaborate with clinical teams to support patient flow and satisfaction.
Use multiple computer applications and systems for intake, registration, insurance processes, and recordkeeping.
Meet registration-related key performance indicators as determined by management.
Perform other assigned patient access or financial services tasks, which may include transporting patients, training new hires, recapping or posting daily deposits, and other team assignments.