Front Desk Representative Family Practice

Location: Banner Health Center, 155 E Warner Rd, Gilbert, Arizona

About the Role

As a Front Office/Patient Financial Services Representative, you are the first point of contact for patients and visitors. You'll work collectively with a dedicated group of healthcare professionals to ensure patients have a positive experience. This position coordinates a smooth patient flow process, handles registration and insurance verification, and provides financial guidance to patients.

Schedule

• Monday - Friday, with rotating Saturdays
• Start times vary: 6:30 AM - 3:00 PM, 8:00 AM - 4:30 PM, or 10:30 AM - 7:00 PM

Responsibilities

• Performs registration/check-in processes, including data entry, providing intake forms, obtaining signatures, and generating population health summaries.
• Verifies insurance eligibility and 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.
• Balances cash drawer at the beginning and end of the day and prepares daily bank deposits.
• 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 via telephone, email, 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, procedures, and state/federal laws.
• Provides various patient services to assist in patient flow, including escorting patients, taking vitals, assisting in treatment, distributing mail/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 timely patient care.

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 interact effectively with a wide range of audiences.
• Proficiency in common office software, including word processing, spreadsheet, and database applications.

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.