Acute Patient Access Services Representative ER

Primary City/State:

Phoenix, Arizona

Department Name:

ER Registration-Hosp

Work Shift:

Night

Job Category:

Revenue Cycle

Banner Health is honored to be recognized by Becker's Healthcare as one of the TOP 150 places to work in health care for 2024! This recognition in both 2023 and 2024 reflects Banner Health's investment in team members' professional development, wellness benefits, and continued education. It highlights our commitment to advocating for diversity in the workplace, promoting work-life balance, and boosting employee engagement.

The Acute Patient Access Services Representative registers patients in the Emergency Department, obtains and verifies patient demographic and insurance information, verifying eligibility, generating patient estimates based on benefits & services provided, entering data into ms4 and obtaining signatures on consent forms. This position is goal oriented.

Metrics measured include Accuracy, Productivity (# 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 and you will be on your feet for 12 hours. A strong sense of urgency, ability to prioritize and handle multiple tasks at once, along with excellent follow through skills are required.

Schedule: Wednesday, Thursday, Friday 6:00PM - 6:30AM (Mandatory Holidays and on call rotation are also required)

You will enjoy an 18% night shift differential for hours after 7pm (plus a flat rate $1/hour weekend shift differential if/when applicable).

All Acute Patient Access Services new hires are required to attend New Hire Orientation & PAS New Hire Training beginning on their start for approximately 1-2 weeks Monday - Friday standard daytime business hours (regardless of your hired shift/hours).

Banner Estrella Medical Center is a 317-bed acute care hospital providing a full range of health care services to the fast growing communities of west Phoenix. Opened in 2005, this is an innovative, fully electronic facility that features electronic medical records, computerized physician order entry, digital radiography, sophisticated ICU monitoring and much more.

In fact, we've been named one of the "ten most innovative hospitals in the country" by Newsweek Magazine and are recognized by U.S. News and World Report as one of Phoenix's Best Hospitals. The hospital is also designed to provide a soothing, healing atmosphere for both patients and their family members. We encourage the use of such therapies as pet therapy, aromatherapy, spiritual care and Reiki Therapy.

POSITION SUMMARY

This position is the first point of contact at healthcare facilities and assists patients with the administrative aspect of gaining access to medical treatment. This position is in a hospital-based setting which includes Emergency Dept, Inpatient, Obstetrics, Outpatient, etc.

Responsible for in person patient intake and registration, providing superior customer service, accurately identifying, and obtaining authorizations patients' insurance, verifying eligibility and benefits, generating patient estimates for services rendered, financial counseling, and collecting patient liability. Demonstrates the ability to resolve customer issues and provides excellent customer service.

CORE FUNCTIONS

1.Verifies patient's demographics and accurately inputs this information into EHR, including documenting the account thoroughly to maximize reimbursement and minimize denials/penalties from the payor(s).

2.Proficiency with multiple services including, but not limited to inpatient, observation, emergency, obstetrics, surgery, imaging. This position may cover services 24/7.

3.Demonstrates a thorough understanding of insurance guidelines for all services. Proficiently verifies, reads, and understands insurance benefits.

4.Demonstrates proficient understanding that this position creates the first impression for our patient's experience with Banner Health. Demonstrates a positive patient experience through interactions and effective communication.

5.Proficient understanding of payer authorization guidelines. Accurately submits timely notification according to insurance guidelines using various systems to reduce/eliminate denials. Consistently meets all registration related key performance indicators as determined by management.

6.Obtains federal/state compliance information, consents and documentation required by the patient's insurance plan(s). This includes a thorough understanding of accurately completing hospital-based compliance forms required by CMS. Uses multiple computer applications proficiently.

7.Consistently discusses financial liability with the patient(s) and/or families that includes: collection in full of patient liability, assisting patient in applying for Banner Line of Credit, setting up payment plans and/or assisting patient with Banner Financial Assistance policy/application.

8.Provides a variety of patient services and financial services tasks. May be assigned functions such as transporting patients, training new hire employees, recapping daily deposits, posting daily deposits, or conducting other work assignments of the Patient Access Services team.

9.Works independently under regular supervision and follows structured work routines. Works in a high-volume, fast paced, clinical environment which requires to ability to be adaptable, critical thinking, and independent decision making and to prioritize work and ensure appropriateness and timeliness of each patient's care. Primary external customers include patients and their families, physician office staff and third-party payors.

MINIMUM QUALIFICATIONS

High school diploma/GED is required.

Must have customer service skills or knowledge of patient financial services, financial, collecting services or insurance industry experience processes normally acquired over one or more years of work experience.

Requires the ability to manage multiple tasks simultaneously with minimal supervision and to work both independently and collaboratively in a team environment. Requires strong interpersonal, oral, and written communication skills to effectively interact with a wide range of audiences. Strong knowledge in the use of common office software, word processing, spreadsheet, database software, and typing ability are required.

Employees working at Banner Behavioral Health Hospital or the Whole Health Clinic must possess an Arizona Fingerprint Clearance Card at the time of hire and maintain the card for the duration of their employment. Employees working at Banner MD Anderson on the Banner University Medical Center Phoenix campus must possess a State of Arizona Department of Public Safety Level One Fingerprint Clearance Card at the time of hire and maintain the card for the duration of their employment. This is a requirement of the Whole Family Counseling Program held at this specific facility.

PREFERRED QUALIFICATIONS

Associate's degree in Business Management is preferred.

CHAA certification is preferred.

Previous patient access and/or cash collections experience is preferred. Work experience with the Company's systems and processes is preferred.

Additional related education and/or experience preferred.

EOE/Female/Minority/Disability/Veterans

Our organization supports a drug-free work environment.

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