Acute Patient Access Services Representative

Banner Health•Glendale, AZ

1d•Onsite

About The Position

This hospital-based role is the first point of contact for patients seeking medical treatment and supports the administrative aspects of accessing care. The representative provides in-person patient intake and registration in settings that may include the Emergency Department, inpatient, obstetrics, and outpatient services. The role includes providing customer service, accurately identifying patients, obtaining insurance authorizations, verifying eligibility and benefits, generating estimates, offering financial counseling, and collecting patient liability. The representative resolves customer issues and helps ensure a positive patient experience. The position works in a high-volume, fast-paced clinical environment, requires adaptability and independent decision-making, and may support multiple services. Acute Patient Access new hires attend New Hire Orientation and PAS New Hire Training for approximately 2–4 weeks, Monday through Friday during standard daytime business hours; the training schedule may differ from the posted schedule. The position is based in Glendale, Arizona, and the posted schedule is Monday through Friday, 6:30 a.m.–3:00 p.m. On-call shifts and holidays are required.

Requirements

High school diploma or GED.
Customer service skills or knowledge of patient financial services, financial, 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.
Strong knowledge of common office software, including word processing, spreadsheet, and database software, and typing ability.
Attend required New Hire Orientation and PAS New Hire Training for approximately 2–4 weeks at the start of employment.
Work the posted Monday–Friday, 6:30 a.m.–3:00 p.m. schedule, with required on-call shifts and holidays.

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 posting notes that the right person may be trained.

Responsibilities

Verify patient demographics and accurately enter information into the EHR, documenting accounts thoroughly to support reimbursement and minimize payer denials or penalties.
Provide registration coverage for services that may include inpatient, observation, emergency, obstetrics, surgery, and imaging.
Verify, read, and understand insurance benefits and guidelines for services.
Provide a positive patient experience through effective communication and customer service.
Submit timely payer notifications and authorizations according to insurance guidelines, using relevant systems and meeting registration performance indicators.
Obtain required federal and state compliance information, patient consents, and insurance documentation, including completing applicable CMS hospital compliance forms.
Discuss financial liability with patients and families; collect patient liability; and assist with Banner Line of Credit applications, payment plans, and Banner Financial Assistance applications.
Perform other patient and financial services tasks as assigned, which may include transporting patients, training new hires, recapping or posting daily deposits, and other team assignments.
Work independently under regular supervision, prioritize work, make decisions, and help ensure patient care is appropriate and timely.
Use multiple computer applications and technology systems to support intake, registration, and record-keeping.