Acute Patient Access Services Representative

Primary City/State

Mesa, Arizona

Department Name

Admitting-Hosp Work Shift: Day

Job Category

Revenue Cycle

About the 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.

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.

Requirements

• Thrives in fast-paced environments (like ERs, clinics, or specialty care).
• Has stellar communication skills and a high emotional IQ.
• Is detail-oriented, tech-savvy, and a natural problem-solver.
• Has experience in patient access, scheduling, or front-office healthcare preferred (but we will train the right person!)

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.

Skills

• Thrive in fast-paced environments.
• Have stellar communication skills and a high emotional IQ.
• Be detail-oriented, tech-savvy, and a natural problem-solver.
• Have experience in patient access, scheduling, or front-office healthcare.

Benefits

Hours and Schedule: Friday, Saturday, Sunday 6am-6pm On-call shifts and Holidays will be required. All Acute Patient Access Services new hires are required to attend New Hire Orientation & PAS New Hire Training beginning on their start for approximately 2-4 weeks and can run Monday - Friday standard daytime business hours and will vary from the posted schedule until training is completed (regardless of your hired shift/hours).

Pay

Not specified

Schedule

Not specified

Benefits

Not specified

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.

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.
• 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.

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.

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.