Patient Access Services Representative

Great options and opportunities. We’re certified as a Great Place To Work® and are looking for professionals to help us make Banner Health the best place to work and receive care.

About the role

At Banner MD Anderson, patients experience customized, comprehensive and compassionate cancer care. We travel through the cancer journey with patients, supporting their unique medical and personal needs every step of the way. We believe patient care is most effective when it’s truly collaborative. Our evidence-based, multidisciplinary approach brings together physicians from all cancer specialties to provide highly coordinated and compassionate care.

The Acute Patient Access Services Representative supports the MD Anderson Cancer Center. You will obtain and verify patient demographic and insurance information, verify eligibility, generate patient estimates based on benefits and services provided, enter data into ms4, and obtain signatures on consent forms. This includes collecting money due, and you must be comfortable having these conversations. This position is goal-oriented and metrics measured include Accuracy, Productivity (number of patients registered in an hour), and point-of-service collections. We are a high-volume facility, and this is a very fast-paced environment where you will be on your feet all day. A strong sense of urgency, ability to prioritize and handle multiple tasks at once, along with excellent follow-through skills, are required.

Responsibilities

• Performs pre-registration/registration processes.
• Partners with the clinical care team to determine initial authorizations needed based on the predicted care treatment plan.
• Obtains patient insurance benefit information for all aspects of the treatment, including inpatient and outpatient services, prescription drugs, and travel and housing if necessary.
• Assesses need for alternative coverage sources.
• Verifies insurance coverage and obtains authorizations and notifications throughout the patient’s treatment.
• Obtains all necessary signatures and documentation required by the patient’s insurance plan.
• Accurately and completely documents all information into the patient records system to ensure maximum reimbursement.
• Monitors and updates information regarding insurance data, authorizations, preferred providers, and changes in patient’s treatment plan.
• Partners with the clinical care team and insurance provider to ensure continued coverage of patient’s care, maximum reimbursement, and minimized financial impact to the patient.
• Provides financial counseling to patients and their families and serves as the primary resource throughout the patient’s treatment.
• Discusses benefits and other financial issues with patients and/or family members during initial referral and continuation of care.
• Advises patients on insurance and billing issues and options.
• Explains company financial policies and provides information on available resources and avenues for alternative payment arrangements.
• Assists patients, families, and team members in addressing insurance coverage gaps via alternative funding options.
• Provides financial advocacy, assistance, and support to patients and families as needed.
• Assists uninsured patients to access other funding resources and completes required documents.
• Maintains current working knowledge of Medicare, Medicaid, and other program benefits and criteria, particularly as they pertain to long-term care and low-income patients.
• May serve as a liaison between the facility and community in making community resources available to the patient and family.
• Acts as a liaison between patient/PFS department/payer to enhance account receivables performance, resolve outstanding issues and/or patient concerns, and maximize service excellence.
• Calculates patient liability according to verification of insurance benefits, collects deposits, and co-payments.
• May provide leadership and training to other members of the financial team and serves as a resource for internal and external customers.

Works independently under general supervision, leads and follows structured work routines. Works in a fast-paced, multitask environment with high volume and immediacy needs requiring independent decision-making and sound judgment to prioritize work and ensure appropriateness and timeliness of each patient’s care. This position requires the ability to retain large amounts of changing payer information/knowledge crucial to attaining reimbursement for the services provided. This position is an integral part of the care team, serving as the primary contact for all financial aspects of the patient’s care, both for internal and external customers. Internal customers include all levels of the clinical care team, as well as other administrative support positions throughout the facility and organization. External customers include patients and their families, physician office staff, and third-party payors.

Requirements

• Requires knowledge as typically obtained through an Associate’s Degree, with a focus in social work, healthcare administration, or finance.
• Requires knowledge of medical terminology and an understanding of all common insurance and payer types, authorization requirements, and alternative financial resources as typically obtained through a minimum of three years of diversified experience in a hospital Patient Registration/Financial Services setting.
• Must have highly developed interpersonal, communications, and human relations skills.
• Must possess accurate and efficient keyboarding skills, strong organizational and time management skills, and flexibility in responding to multiple demands.
• Must have at least 2 years of customer service experience. Experience in healthcare is a plus.

Preferred Qualifications

• Bachelor's degree in social work, healthcare administration, or finance preferred.
• Prior experience as a social worker or financial counselor preferred.

Schedule

Tuesday through Friday, 8:30 AM to 5:00 PM, and Saturday, 6:30 AM to 3:00 PM.

All Acute Patient Access Services New Hires are required to attend New Hire Orientation & PAS New Hire and Systems Training. Acute Patient Access Training is generally the first 2-3 weeks but can vary and runs Monday - Friday during standard business hours.

Location

BUMC Phoenix, 925 E McDowell Rd, Phoenix, Arizona.

University Medical Center Phoenix is a nationally recognized academic medical center. The world-class hospital is focused on coordinated clinical care, expanded research activities, and nurturing future generations of highly trained medical professionals. Our commitment to nursing excellence has enabled us to achieve Magnet™ recognition by the American Nurses Credentialing Center. The Phoenix campus has over 730 licensed beds, several unique specialty units, and is the new home for medical discoveries thanks to our collaboration with the University of Arizona College of Medicine - Phoenix. Additionally, the campus responsibilities include fully integrated multi-specialty and sub-specialty clinics.