Acute Patient Access Services Representative

Banner Health•Gilbert, AZ

1d•Onsite

About The Position

This hospital-based position is the first point of contact for patients seeking medical treatment and handles the administrative aspects of patient access. The representative provides in-person intake and registration, delivers customer service, verifies insurance eligibility and benefits, obtains authorizations, generates patient estimates, provides financial counseling, and collects patient liability. The role may support Emergency Department, inpatient, obstetrics, outpatient, and other hospital services. The representative works in a high-volume, fast-paced clinical environment, independently under regular supervision and within structured routines. The position requires adaptability, critical thinking, independent decision-making, and prioritization to ensure patient access tasks are handled appropriately and promptly. New hires attend New Hire Orientation and Patient Access Services training for approximately 2–4 weeks, which may take place Monday through Friday during standard daytime business hours and differ from the posted schedule.

Requirements

High school diploma or GED.
Customer service skills or knowledge of patient financial services, financial services, collections, or insurance 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 for interacting with a wide range of audiences.
Knowledge of common office software, including word processing, spreadsheet, and database software, and typing ability.
For employees working at the specifically listed Banner behavioral health locations or in a behavioral health clinical setting serving children: Arizona Fingerprint Clearance Card at hire and maintained throughout employment, and a signed Arizona Criminal History Affidavit upon hire.

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 healthcare front-office work.

Responsibilities

Verify patient demographics and enter information accurately into the electronic health record, thoroughly documenting accounts to support reimbursement and minimize denials or penalties.
Support multiple services, including inpatient, observation, emergency, obstetrics, surgery, and imaging; the position may cover services 24/7.
Understand insurance guidelines and verify, read, and interpret insurance benefits.
Provide a positive patient experience through effective communication and interactions.
Understand payer authorization guidelines and submit timely notifications using various systems to reduce or eliminate denials.
Meet registration-related key performance indicators established by management.
Obtain required federal and state compliance information, consents, and insurance documentation, including accurately completing hospital-based CMS compliance forms.
Discuss patient financial liability with patients or families; collect liability in full, assist with Banner Line of Credit applications, arrange payment plans, and assist with Banner Financial Assistance applications.
Perform other patient access and financial services tasks as assigned, which may include transporting patients, training new hires, recapping or posting daily deposits, and other team assignments.
Prioritize work and make independent decisions while collaborating with patients, families, physician office staff, third-party payors, and clinical teams.