PFS Representative Phys Pract

Surprise, Arizona – Admin-Clinic department, Day shift

About the role

As a Patient Financial Services Representative, you will work in a customer-focused and friendly environment with career growth opportunities. This role involves direct interaction with patients, physicians, and staff. The position is suitable for both entry-level candidates and those with extensive experience.

Office location: 15800 N Litchfield Rd. Suite 150, Surprise, AZ 85374. Office hours: Monday–Thursday 10:30 AM–7:00 PM, Friday 8:30 AM–5:00 PM, with potential intermittent Saturday hours (7:30 AM–1:00 PM). Schedule may vary.

Banner Medical Group provides primary and specialty care across Banner Health’s communities in various settings, including group practices and multi-specialty centers. The group comprises over 1,000 physicians and 3,500 employees.

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, documenting appropriately.
• Assists in obtaining or validating pre-certification, referrals, and authorizations.
• Calculates and collects patient liability based on insurance benefits and expected reimbursement.
• Explains financial policies and available payment resources to patients and families.
• Enters payments/charges for services rendered and performs daily reconciliation.
• Balances cash drawer at the start and end of the day and prepares daily bank deposits.
• Schedules office visits and procedures, maximizing reimbursement by adhering to payor plan provisions.
• Confirms patient appointments and ensures patients are prepared for visits.
• Demonstrates proactive interpersonal communication skills when addressing patient concerns via phone, email, or in-person.
• Optimizes patient flow through effective communication with internal and external customers, care teams, management, and centralized services.
• Assists in responding to requests for patient medical records in compliance with company policies and state/federal laws.
• Provides patient services such as 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 and applies knowledge of changing payor information to ensure reimbursement for services.

Primary external customers include patients, their families, physician office staff, and third-party payors.

Requirements

• High school diploma/GED or equivalent working knowledge.
• Knowledge of patient financial services, financial, collections, or insurance industry processes, typically acquired through 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 for diverse audiences.
• Proficiency in common office software, including word processing, spreadsheets, and databases.

Employees working in behavioral health clinical settings serving children at Banner Behavioral Health Hospital, BTMC Behavioral, BUMG, BUMCT, or BUMCS must possess an Arizona Fingerprint Clearance Card at hire and maintain it throughout employment. An Arizona Criminal History Affidavit must be signed upon hire.

Preferred Qualifications

• Experience with Banner Health’s systems and processes.
• Previous cash collections experience.