Acute Patient Access Services Representative

Banner Health•Tucson, 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 across services such as the Emergency Department, inpatient care, obstetrics, and outpatient care. The representative provides in-person intake and registration, verifies patient identity and insurance eligibility and benefits, obtains authorizations, generates estimates, provides financial counseling, and collects patient liability. The role requires accurate documentation, effective communication, and the ability to resolve customer issues while delivering a positive patient experience in a high-volume clinical environment. The schedule listed is Sunday through Tuesday, 12:00 p.m. to 12:30 a.m., with cross-training in inpatient and obstetrics and a mandatory holiday rotation. Initial training lasts four weeks, Monday through Friday during standard business hours. The position may cover services 24/7. Weekend and night-shift differentials apply when applicable.

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 as well as collaboratively in a team environment.
Strong interpersonal, oral, and written communication skills.
Knowledge of common office software, including word processing, spreadsheet, and database software, and typing ability.
Ability to adapt, think critically, make independent decisions, and prioritize work in a high-volume, fast-paced clinical environment.
For employees working at Banner Behavioral Health Hospital, BTMC Behavioral, or BUMG, BUMCT, or BUMCS in a Behavioral Health clinical setting serving children: an 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

Greet patients and provide compassionate customer service as the first point of contact.
Use positive identification protocols and verify patient demographics, entering accurate information into the EHR and thoroughly documenting accounts.
Register patients and support intake across inpatient, observation, emergency, obstetrics, surgery, imaging, and other services.
Verify insurance eligibility, benefits, and guidelines; obtain authorizations and submit timely notifications using relevant systems.
Generate patient estimates and discuss financial liability with patients and families; collect patient liability and assist with credit applications, payment plans, and financial assistance applications.
Obtain required federal and state compliance information, consents, and insurance documentation, including hospital-based CMS compliance forms.
Use multiple computer applications to support intake, registration, and record-keeping.
Collaborate with clinical teams to support patient flow and satisfaction.
Resolve customer issues and meet registration-related performance indicators.
Perform other Patient Access Services tasks as assigned, which may include transporting patients, training new hires, recapping or posting daily deposits, and other team assignments.
Work independently and collaboratively, prioritize work, and support timely and appropriate patient care.