Front Desk Representative

At Banner Medical Group, you'll have the opportunity to perform a critical role in the community where you practice. Banner Medical Group provides both primary and specialty care throughout the communities in which Banner Health operates, including smaller group practices and large multi-specialty centers in the metropolitan Phoenix area. We currently have more than 1,000 physicians and more than 3,500 total employees in our group.

About the role

This position coordinates a smooth patient flow process by answering phones, scheduling patient appointments, providing registration of patient and insurance information, obtaining required signatures, and verifying insurance coverage. The role also involves validating referrals and authorizations, collecting patient liability, and providing financial guidance to maximize medical services reimbursement. Additionally, this position includes accurately posting patients at the point of service and releasing information in accordance with organizational and compliance policies.

Responsibilities

• Performs registration/check-in processes, including data entry, providing patients with intake forms, obtaining necessary signatures, and generating population health summaries.
• Verifies insurance eligibility benefits for services rendered with payors and documents appropriately.
• Assists in obtaining or validating pre-certification, referrals, and authorizations.
• Calculates and collects patient liability according to verification of insurance benefits and expected reimbursement.
• Explains financial policies and available resources for alternative payment arrangements to patients and their families.
• Enters payments/charges for services rendered and performs daily payment/charge reconciliation in a timely and accurate manner.
• Balances cash drawer at the beginning and end of the day and prepares daily bank deposit with necessary paperwork.
• Schedules office visits and procedures within the medical practice(s) and external practices as necessary, maximizing reimbursement by adhering to payor plan provisions.
• Confirms patient appointments for the following day and ensures patients are properly prepared for visits.
• Demonstrates proactive interpersonal communication skills while addressing patient concerns through telephone calls, emails, and in-person conversations.
• Optimizes patient flow by communicating effectively with internal and external customers, care teams, management, centralized services, and HIMS.
• Assists in responding to requests for patient medical records according to company policies and procedures, and state and federal laws.
• Provides various patient services to assist in patient flow, including escorting patients, taking vitals and patient history, assisting in patient treatment, distributing mail and fax information, and ordering supplies.
• Works independently under regular supervision, following structured work routines in a fast-paced, multi-task environment with high volume and immediacy needs.
• Requires independent decision-making and sound judgment to prioritize work and ensure appropriateness and timeliness of each patient’s care.
• Retains large amounts of changing payor information/knowledge crucial to attaining reimbursement for services provided.

Requirements

• High school diploma/GED or equivalent working knowledge.
• Knowledge of patient financial services, financial, collecting services, or insurance industry processes, typically acquired over one or more years of work experience.
• Ability to manage multiple tasks simultaneously with minimal supervision and work independently.
• Strong interpersonal, oral, and written communication skills to effectively interact with a wide range of audiences.
• Proficiency in common office software, including word processing, spreadsheet, and database software.

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 it for the duration of their employment. An Arizona Criminal History Affidavit must be signed upon hire.

Preferred Qualifications

• Work experience with the Company’s systems and processes.
• Previous cash collections experience.