Acute Patient Access Services Representative

Banner Health•Casa Grande, AZ

1d•Onsite

About The Position

This hospital-based position is the first point of contact for patients seeking medical treatment and supports the administrative aspects of their access to care. The representative provides in-person patient intake and registration, verifies demographics and insurance eligibility and benefits, obtains authorizations, generates service estimates, discusses financial liability, provides financial counseling, and collects payments. The role serves patients across hospital areas such as the Emergency Department, inpatient care, obstetrics, outpatient services, surgery, and imaging. The position requires accurate, thorough documentation in the electronic health record and other systems, compliance with applicable federal and state requirements, and timely submission of insurance notifications to help reduce denials. Representatives deliver a positive patient experience through effective communication, resolve customer issues, and collaborate with clinical teams and other stakeholders to support patient flow. The work takes place in a high-volume, fast-paced clinical environment and involves independent judgment, adaptability, and prioritizing tasks under regular supervision. Additional Patient Access Services assignments may include transporting patients, training new employees, and handling daily deposits. The position is based at Banner Casa Grande Medical Center, a 141-bed acute-care hospital in Casa Grande, Arizona. New hires must attend approximately two to four weeks of weekday, daytime New Hire Orientation and Patient Access Services training, which may differ from the posted schedule. The posted schedule is Thursday, Friday, and Saturday, 6 a.m. to 6 p.m. On-call shifts and holiday rotation are required.

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.
Ability to work independently and collaboratively in a team environment.
Strong interpersonal, oral, and written communication skills.
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 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.

Responsibilities

Greet patients and use positive identification protocols to support patient safety.
Verify patient demographics and accurately enter and document information in the electronic health record.
Register patients efficiently and compassionately across services including inpatient, observation, emergency, obstetrics, surgery, and imaging.
Verify insurance eligibility, benefits, and coverage guidelines, and obtain required authorizations.
Submit timely insurance notifications using applicable systems and meet registration performance indicators.
Obtain required federal and state compliance information, consents, and insurance documentation, including hospital compliance forms required by CMS.
Generate estimates for services and discuss patient financial liability with patients and families.
Collect patient liability and assist with financial counseling, payment plans, Banner Line of Credit applications, and Banner Financial Assistance applications.
Provide excellent customer service, resolve customer issues, and communicate effectively with patients, families, physician office staff, third-party payors, and clinical teams.
Collaborate with clinical teams to support patient flow and satisfaction.
Use multiple computer applications to support intake, registration, record-keeping, and financial services.
May transport patients, train new hires, recap or post daily deposits, or perform other Patient Access Services assignments.
Attend approximately two to four weeks of New Hire Orientation and Patient Access Services training beginning at the start of employment.