Senior Acute Patient Access Services Representative

Banner Health•Tucson, AZ

1d•Onsite

About The Position

At Banner Health, you’re not just taking a job—you’re joining our mission of “Healthcare made easier, so life can be better.” As a Patient Access Services Representative in Tucson, AZ, you will be the vital first point of contact for patients entering our care. Whether it’s a warm greeting at the front desk or expertly navigating insurance details, your impact will be felt from the very first moment. Tucson is more than just a city—it’s a vibrant tapestry of culture, nature, and history. With over 350 days of sunshine a year, a thriving arts scene, world-renowned cuisine, and easy access to some of the most stunning desert landscapes in the Southwest, Tucson offers a unique blend of urban charm and outdoor adventure. This position is the first point of contact at healthcare facilities and assist patients with the administrative aspect of gaining access to medical treatment. This position is in a hospital-based setting which includes Emergency Dept, Inpatient, Obstetrics, Outpatient, etc. Responsible for in person patient intake and registration, providing superior customer service, accurately identifying, and obtaining authorizations patients’ insurance, verifying eligibility and benefits, generating patient estimates for services rendered, financial counseling, and collecting patient liability. Demonstrates the ability to resolve customer issues and provides excellent customer service. This position provides mentoring, training and offers on-going guidance as needed for a Patient Access team. Additionally, Senior Representatives will function as the primary resource/SME for team member workflow questions and concerns. Banner - University Medical Center Tucson is nationally recognized for providing exceptional patient care, teaching future health-care professionals and conducting groundbreaking research. Also located on the campus is Diamond Children's - recognized for its specialized pediatric services including neonatal and intensive care, emergency medicine and cancer therapies. Banner - University Medical Center Tucson is a Level 1 Trauma Center, meaning we care for the most critically injured patients. The hospital is consistently listed among the nation's top hospitals in the prestigious Best Hospitals ranking by U.S. News & World Report. The academic medical center has earned Magnet Recognition becoming the only hospital in southern Arizona to meet the rigorous standards of the American Nurses Credentialing Center’s Magnet Recognition Program® for nursing excellence. The hospital's physicians are full-time faculty of the University of Arizona College of Medicine - Tucson. Our specialty services include comprehensive heart and cancer care, advanced neuroscience techniques and a multi-organ transplant program.

Requirements

High school diploma/GED is required.
Must have customer service skills or knowledge of patient financial services, financial, collecting services or insurance industry experience processes normally acquired over three or more years of work experience.
Requires the ability to manage multiple tasks simultaneously with minimal supervision and to work both independently and collaboratively in a team environment.
Requires strong interpersonal, oral, and written communication skills to effectively interact with a wide range of audiences.
Strong knowledge in the use of common office software, word processing, spreadsheet, database software, and typing ability are required.
Employees working at Banner Behavioral Health Hospital, BTMC Behavioral, and BUMG, BUMCT, or BUMCS in a Behavioral Health clinical setting that serves children must possess an Arizona Fingerprint Clearance Card at the time of hire and maintain the card for the duration of their employment.
An Arizona Criminal History Affidavit must be signed upon hire.

Nice To Haves

Associate’s degree in Business Management is preferred.
CHA A certification is preferred.
Previous patient access and/or cash collections experience is preferred.
Work experience with the Company’s systems and processes is preferred.
Additional related education and/or experience preferred.
Thrive in fast-paced environments (like ERs, clinics, or specialty care).
Have stellar communication skills and a high emotional IQ.
Are detail-oriented, tech-savvy, and a natural problem-solver.
Have experience in patient access, scheduling, or front-office healthcare preferred (but we will train the right person!).

Responsibilities

Greet patients, ensure patient safety using positive identification protocols, verify insurance, and process registration quickly and compassionately.
Collect patient financial liability and assist with financial counseling where needed.
Ensure all documentation is accurate, secure, and compliant.
Collaborate with clinical teams to optimize patient flow and satisfaction.
Use multi-system technology to streamline patient offerings, intake and record-keeping.
Verifies patient’s demographics and accurately inputs this information into EHR, including documenting the account thoroughly to maximize reimbursement and minimize denials/penalties from the payor(s).
Proficiency with multiple services including, but not limited to inpatient, observation, emergency, obstetrics, surgery, imaging. This position may cover services 24/7.
Demonstrates a thorough understanding of insurance guidelines for all services. Proficiently verifies, reads, and understands insurance benefits.
Demonstrates proficient understanding that this position creates the first impression for our patient's experience with Banner Health. Demonstrates a positive patient experience through interactions and effective communication.
Proficient understanding of payer authorization guidelines. Accurately submits timely notification according to insurance guidelines using various systems to reduce/eliminate denials. Consistently meets all registration related key performance indicators as determined by management.
Obtains federal/state compliance information, consents and documentation required by the patient’s insurance plan(s). This includes a thorough understanding of accurately completing hospital-based compliance forms required by CMS. Uses multiple computer applications proficiently.
Consistently discusses financial liability with the patient(s) and/or families that includes: collection in full of patient liability, assisting patient in applying for Banner Line of Credit, setting up payment plans and/or assisting patient with Banner Financial Assistance policy/application.
Provides a variety of patient services and financial services tasks. May be assigned functions such as transporting patients, training new hire employees, recapping daily deposits, posting daily deposits, or conducting other work assignments of the Patient Access Services team.
Works independently under regular supervision and follows structured work routines. Works in a high-volume, fast paced, clinical environment which requires to ability to be adaptable, critical thinking, and independent decision making and to prioritize work and ensure appropriateness and timeliness of each patient’s care.
Assists in overseeing the workflow for the given shift.
Acts as SME for PAS staff including disseminate and communicating education materials and updates.
Assists with escalations as needed.
Models Banner behaviors and values for the team.
Primary external customers include patients and their families, physician office staff and third-party payors.