Acute Patient Access Services Representative

Banner Health•Lawrenceville, IL

2d•$19 - $29•Onsite

About The Position

This position is the first point of contact at a hospital-based healthcare facility and assists patients with the administrative aspects of accessing medical treatment. The role performs in-person patient intake and registration across services such as emergency, inpatient, obstetrics, outpatient, observation, surgery, and imaging. It provides customer service while verifying patient identity, demographics, insurance eligibility and benefits, and authorization requirements; obtaining required documentation and consents; generating estimates; discussing and collecting patient financial liability; and providing financial counseling. The representative uses multiple computer applications and electronic health record systems, maintains accurate account documentation, and works to support reimbursement and reduce denials. The position works independently under regular supervision in a high-volume, fast-paced clinical environment, prioritizing timely and appropriate patient care and collaborating with patients, families, physician office staff, third-party payors, and clinical teams. The stated schedule is Tuesday through Thursday, 11:00 a.m. to 10:30 p.m. During the first four weeks of training, the schedule is Monday through Friday during standard business hours. Weekend and night shift differentials apply when applicable. The role is based at Banner North Colorado Medical Center in Greeley, Colorado, a 378-bed Level II trauma center and acute care facility.

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 as well as collaboratively.
Strong interpersonal, oral, and written communication skills to interact effectively with a wide range of audiences.
Strong knowledge of common office software, including word processing, spreadsheet, and database software, and typing ability.
Ability to adapt, think critically, and make independent decisions in a high-volume, fast-paced clinical environment.
Ability to work with multiple computer applications and understand insurance benefits and authorization processes.

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.

Responsibilities

Greet patients and provide a positive, compassionate first impression and customer experience.
Use positive identification protocols and accurately verify patient demographics and enter them into the electronic health record.
Register patients and thoroughly document accounts to support reimbursement and minimize denials or penalties.
Verify insurance eligibility, benefits, and coverage guidelines across multiple services.
Understand and follow payer authorization guidelines; submit timely notifications using various systems.
Obtain required federal and state compliance information, consents, and insurance documentation, including hospital-based CMS forms.
Generate patient estimates and discuss financial liability with patients and families.
Collect patient liability in full when applicable and assist patients with Banner Line of Credit applications, payment plans, and Banner Financial Assistance applications.
Resolve customer issues and communicate effectively with patients, families, physician office staff, third-party payors, and clinical teams.
Use multiple computer applications to support intake, registration, record-keeping, and patient flow.
Meet registration-related key performance indicators set by management.
Perform other Patient Access Services tasks as assigned, which may include transporting patients, training new hires, recapping or posting daily deposits, and other team work assignments.
Prioritize work and make independent decisions to support the appropriateness and timeliness of patient care.