Front Office Representative Family Practice

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

Schedule: Monday - Friday, 8-hour shifts (hours may vary)

About the role

As a Front Office/Patient Financial Services Representative, you are the first point of contact for patients and visitors at the front desk. You will work with a dedicated team of healthcare professionals to ensure a positive patient experience. This role is ideal for individuals with strong customer service skills, whether you are just starting out or have years of experience.

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 accurately and timely.
• Balances cash drawer at the beginning and end of the day and prepares daily bank deposits 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 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 routines in a fast-paced, high-volume environment requiring sound judgment and prioritization.
• Retains large amounts of changing payor information critical 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 interact effectively with diverse 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 serving 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 Banner Health’s systems and processes.
• Previous cash collections experience.