Acute Patient Access Services Representative

Banner Health•Tucson, AZ

1d•Onsite

About The Position

The Acute Patient Access Services Representative is the first point of contact for patients at hospital-based healthcare facilities and supports the administrative process of accessing medical treatment. The role includes in-person patient intake and registration in settings such as the Emergency Department, inpatient, obstetrics, and outpatient services. The representative provides customer service, verifies patient identity and demographics, checks insurance eligibility and benefits, obtains authorizations, generates estimates, discusses financial responsibility, and collects patient liability. This position works in a high-volume, fast-paced clinical environment and uses multiple computer applications and systems. It involves coordinating with clinical teams, patients and families, physician office staff, and third-party payors; resolving customer issues; and ensuring accurate, timely documentation and compliance. The schedule is Monday through Friday, 8:00 a.m. to 4:30 p.m., with a Saturday rotation every 12 weeks and mandatory New Year's and holiday rotation. The first four weeks of training are Monday through Friday during standard business hours at BUMC Tucson Cancer Center.

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 for interacting 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, think critically, adapt, make independent decisions, and prioritize work to support appropriate and timely patient care.

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 front-office healthcare; the employer states that it will train the right person.

Responsibilities

Greet patients and provide a positive first impression and excellent customer service.
Use positive identification protocols and verify patient demographics, then enter accurate information into the EHR and thoroughly document accounts.
Conduct in-person patient intake and registration for hospital services, including inpatient, observation, emergency, obstetrics, surgery, and imaging.
Verify insurance eligibility and benefits, understand payer guidelines, obtain authorizations, and submit timely notifications using various systems to reduce or eliminate denials.
Obtain required federal and state compliance information, consents, insurance documentation, and hospital-based CMS compliance forms.
Generate patient estimates and discuss financial liability with patients and/or families; collect patient liability and assist with Banner Line of Credit applications, payment plans, and Banner Financial Assistance applications.
Collaborate with clinical teams to support patient flow, timely care, and patient satisfaction.
Use multiple computer applications to support intake, registration, and record-keeping.
Meet registration-related key performance indicators established by management.
Resolve customer issues and prioritize work while adapting to a fast-paced clinical environment.
Perform other Patient Access Services assignments as needed, which may include transporting patients, training new hires, recapping or posting daily deposits, and other team functions.