Acute Patient Access Services Representative ER

Banner Health•Mesa, AZ

1d•Onsite

About The Position

This hospital-based role is the first point of contact for patients and helps them with the administrative steps involved in accessing medical treatment. The representative provides in-person intake and registration, verifies patient identity and demographics, obtains insurance authorizations, verifies eligibility and benefits, generates estimates, provides financial counseling, and collects patient liability. The role emphasizes accurate documentation, regulatory compliance, excellent customer service, and resolving customer issues in a fast-paced clinical environment. The position works in the Emergency Department and may support inpatient, obstetrics, outpatient, observation, surgery, imaging, and other services. It requires effective independent work under regular supervision, collaboration with clinical teams, and prioritization of timely patient care. The stated schedule is Saturday, Sunday, and Monday from 6 p.m. to 6 a.m.; on-call shifts and holidays may be required. New hires attend orientation and training for approximately 2–4 weeks, generally Monday through Friday during standard daytime business hours, which may differ from the posted schedule.

Requirements

High school diploma or GED.
At least one or more years of work experience involving customer service, patient financial services, financial or collection services, or insurance industry processes.
Ability to manage multiple tasks with minimal supervision and work independently and 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.

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 use positive identification protocols to support patient safety.
Verify patient demographics and accurately enter information into the electronic health record, documenting accounts thoroughly.
Register patients and provide a positive patient experience through effective communication and customer service.
Verify insurance eligibility, benefits, and guidelines, and obtain and submit required authorizations or notifications in a timely manner.
Generate patient estimates and discuss financial liability with patients and families; collect amounts due and assist with payment plans, credit applications, or financial assistance applications as appropriate.
Obtain required federal and state compliance information, consents, and insurance documentation, including applicable CMS forms.
Use multiple computer applications and systems for intake, registration, and record-keeping.
Collaborate with clinical teams and other stakeholders to support patient flow and timely care.
Resolve customer issues and meet registration-related performance indicators.
Perform other Patient Access Services duties as assigned, which may include patient transport, new-hire training, daily deposit recapping or posting, and related team assignments.