Acute Patient Access Services Representative ER

Primary City/State

Phoenix, Arizona

Department Name

ER Registration-Hosp Work Shift: Night

Job Category

Revenue Cycle

Why You’ll Love This Role

Great careers are built at Banner Health. We’re looking for the best and brightest to join our team that earned Great Place To Work® Certification™. Apply today to build your career.

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!).

Hours and Schedule

Saturday, Sunday, Monday 6pm-630am
On-call shifts and Holidays may 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).

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.

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 the ability to resolve customer issues and provides excellent customer service.
• 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 position may cover services 24/7.
• 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

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.

Additional Related Education And/or Experience

• 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.

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