Acute Patient Access Services Representative

Patient Access Services Representative

Primary City / State : Mesa, Arizona

Department Name : ER Registration-Hosp

Work Shift : Day

Job Category : Revenue Cycle

Why You'll Love This Role :

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, 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.

What You'll Do :

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.

You're a Great Fit If You :

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!).

Total Rewards :

We are proud to offer a comprehensive benefit package for all benefit-eligible positions. Benefits include health, dental, vision, 401(k) with company match, 403(b), and tuition aid. Additional coverage options are available to support everything that makes you, uniquely you. These include Pet Insurance, Medical and Financial wellness plans, ID theft protection, Life insurance and Legal coverage for extra security. Please visit our Benefits Guide for more information.

Hours and Schedule :

All Acute Patient Access Services New Hires are required to attend New Hire Orientation & PAS New Hire Training.

Acute Patient Access Training (first 1-2 weeks) : Monday - Friday standard business hours.

Enjoy a flat rate $1 / hour weekend and 18%-night shift differential when applicable.

On-call PM rotation and mandatory holiday rotation.

Schedule : Friday, Saturday, and Sunday 9 : 00am to 6 : 00pm

Banner Baywood Medical Center is a 342 bed hospital serving the health care needs of the dynamic and growing East Valley communities of metropolitan Phoenix, Arizona. We provide complete acute care services and outpatient services to include but not limited to cancer, stroke, women's health, rehabilitation, emergency medicine and surgery. Our Emergency Department treats a variety of ailments and offers advanced treatment areas, with 68 beds, seeing over 50,000 patients per year. We are certified as pediatric prepared as well as designated as a Trauma level 3 emergency room. In addition, our comprehensive orthopedic unit is one of the nation's premier orthopedic programs. The unit's commitment to excellent patient care has earned a 4 STAR rating by CMS and repeated recognition as having one of the Top 100 Orthopedic Programs in the U.S. by The Health Network and HCIA, Inc. Because we are also a leader in neurological medicine, people throughout Arizona come to us when they need treatment for conditions of the brain, spine and nervous system.

POSITION SUMMARY :

This position is the first point of contact at healthcare facilities and assists 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.

CORE FUNCTIONS :

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. Primary external customers include patients and their families, physician office staff and third-party payors.

MINIMUM QUALIFICATIONS :

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 one 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.

PREFERRED QUALIFICATIONS :

Associate's degree preferred.

CRCR (Certified Revenue Cycle Representative) certification, a credential offered by the Healthcare Financial Management Association (HFMA)

CHAA (Certified Healthcare Access Associate) certification, a credential offered by the National Association of Healthcare Access Management (NAHAM)

Knowledge of medical terminology or healthcare systems.

Additional related education and / or experience preferred.