Acute Patient Access Services Representative

Banner Health•Glendale, 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 accessing care across settings such as the Emergency Department, inpatient, obstetrics, and outpatient services. The representative provides in-person intake and registration, verifies patient demographics and insurance eligibility and benefits, obtains authorizations, generates patient estimates, provides financial counseling, and collects patient liability. The role requires accurate and thorough documentation in electronic health records and other systems, effective communication with patients and families, and excellent customer service. The representative works in a high-volume, fast-paced clinical environment, handles multiple tasks, and collaborates with clinical teams and other Patient Access Services staff. The position follows structured routines under regular supervision while requiring independent decision-making, adaptability, critical thinking, and appropriate prioritization. The posted schedule is Monday through Friday, 12:00 p.m. to 4:30 p.m.; on-call shifts and holidays are required. New hires attend orientation and Patient Access Services training for approximately two to four weeks, generally during standard daytime business hours, which may differ from the posted schedule.

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 and work independently and 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 high-volume, fast-paced clinical environment and prioritize work.

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 a healthcare front office.

Responsibilities

Greet patients and provide compassionate, positive customer service as their first point of contact.
Use positive identification protocols to support patient safety.
Verify patient demographics and accurately enter information into the electronic health record, thoroughly documenting accounts.
Register patients in person across inpatient, observation, emergency, obstetrics, surgery, imaging, and other service areas.
Verify insurance eligibility, benefits, and guidelines, and obtain timely payer authorizations and notifications.
Generate patient estimates and 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.
Obtain required federal and state compliance information, consents, insurance documentation, and hospital-based compliance forms.
Use multiple computer applications and systems for intake, registration, record-keeping, and authorization processes.
Resolve customer issues and collaborate with clinical teams to support patient flow and satisfaction.
Meet registration-related key performance indicators and help reduce or eliminate payer denials.
Perform other Patient Access Services tasks as assigned, such as transporting patients, training new hires, recapping or posting daily deposits, and related work.