Acute Patient Access Services Representative

Banner Health; Gilbert, Northern (AZ, KY); On-site; USD 32,000 - 44,000; Full time

Job summary

Banner Health in Gilbert, Arizona is seeking a Patient Access Services Representative to be the first point of contact for patients. You will greet patients, verify insurance, collect demographics, and register patients for services, ensuring accuracy and a warm, helpful experience.

The role emphasizes teamwork with clinical staff, supports financial counseling, and uses multiple systems to manage intake and records.

Qualifications

• High school diploma or GED required.
• Customer service experience or knowledge of patient financial services preferred.
• Strong interpersonal, oral and written communication skills.
• Ability to manage multiple tasks in a fast-paced environment.
• Experience with office software; familiarity with billing/insurance systems is a plus.

Responsibilities

• Greet patients, verify insurance, collect demographics, and complete registration quickly and compassionately.
• Collect patient financial liability and assist with financial counseling when needed.
• Ensure documentation is accurate, secure, and compliant.
• Collaborate with clinical teams to optimize patient flow and satisfaction.
• Use multi-system technology to streamline intake and record-keeping.

Skills

Customer service

Communication skills

Multitasking

Office software

Insurance knowledge

Education

High school diploma/GED

Job description

Primary City/State: Gilbert, Arizona Department Name: Registration-Clinic Work Shift: Day Job Category: Revenue Cycle

Great careers are built at Banner Health. We’re looking for the best and brightest to join our team that earned Great Place To Work® Certification™.

Why You’ll Love This Role:

At Banner Health, you’re not just taking a job—you’re joining our mission of "Healthcare made easier, so life can be better." As a Patient Access Services Representative, you will be the vital first point of contact for patients entering our care. Whether it’s a warm greeting at the front desk or expertly navigating insurance details, your impact will be felt from the very first moment.

What You’ll Do:

• Greet patients, ensure patient safety using positive identification protocols, verify insurance, and process registration quickly and compassionately.


• Collect patient financial liability and assist with financial counseling where needed.


• Ensure all documentation is accurate, secure, and compliant.


• Collaborate with clinical teams to optimize patient flow and satisfaction.


• Use multi‑system technology to streamline patient offerings, intake and record‑keeping.

You’re a Great Fit If You:

• Thrive in fast‑paced environments (like ERs, clinics, or specialty care).


• Have stellar communication skills and a high emotional IQ.


• Are detail‑oriented, tech‑savvy, and a natural problem‑solver.


• Have experience in patient access, scheduling, or front‑office healthcare preferred (but we will train the right person!).

Schedule

Schedule is Monday‑Friday 8am‑5:30pm, with rotating Saturdays 8am‑12pm. All Acute Patient Access Services new hires are required to attend New Hire Orientation & PAS New Hire Training beginning on their start for approximately 2‑4 weeks and can run Monday‑Friday standard daytime business hours and will vary from the posted schedule until training is completed (regardless of your hired shift/hours).

Experience

Experience innovative technology and exceptional opportunities for growth and development at Banner Health's state‑of‑the‑art hospital Banner Gateway Medical Center. With comprehensive electronic medical records, physician order entry, digital radiography and proprietary advanced patient monitoring, Banner Gateway provides you with the innovative resources you need to provide your patients with the best care possible.

Our commitment to nursing excellence has enabled us to achieve Magnet™ recognition by the American Nurses Credentialing Center. Located near Phoenix in Gilbert, Ariz., Banner Gateway Medical Center offers 286 private rooms, 13 operating suites, a 46‑bed emergency department and shares a campus with the Banner MD Anderson Cancer Center. Our WIS and NICU services support an average of 4,000 deliveries per year. Key specialties include oncology, obstetrics, bariatric surgery, emergency and other services that focus on meeting the changing needs of the dynamic and growing community we serve.

Banner MD Anderson Cancer Center Located in Gilbert, Ariz. (the Phoenix Metro area) on the Banner Gateway Campus, the center provides world‑class care for oncology patients – both inpatient and outpatient – and has also brought leading oncology programs to the Banner Gateway campus including designation as a Stem Cell Transplant Center of Excellence and comprehensive Head & Neck cancer care. Our capabilities include five linear accelerator vaults, a brachytherapy vault, an advanced diagnostic imaging suite with PET/CT scan, more than 70 infusion bays, a cryopreservation lab and much more. Our inpatient medical oncology unit also incorporates a program that utilizes the electronic surveillance partnership in caring for the patient, where remote nurses have the ability to interact with patients via two‑way audio‑video to assist the bedside nurse with patient care.

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, 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 the card for the duration of their employment.


• An Arizona Criminal History Affidavit must be signed upon hire.

Preferred Qualifications

• Associate’s degree preferred.


• CRCR (Certified Revenue Cycle Representative) certification, a credential offered by the Healthcare Financial Management Association (HFMA).


• CHAA (Certified Healthcare Access Associate) certification, a credential offered by the National Association of Healthcare Access Management (NAHAM).


• Knowledge of medical terminology or healthcare systems.


• Additional related education and/or experience preferred.

EEO Statement

EEO/Disabled/Veterans. Our organization supports a drug‑free work environment.

Privacy Policy

Banner Health is one of the largest, nonprofit health care systems in the country and the leading nonprofit provider of hospital services in all the communities we serve. Throughout our network of hospitals, primary care health centers, research centers, labs, physician practices and more, our skilled and compassionate professionals use the latest technology to make health care easier, so life can be better. The many locations, career opportunities, and benefits offered at Banner Health help to make the Banner Journey unique and fulfilling for every employee. We are proud to offer a comprehensive benefit package for all benefit‑eligible positions. Please visit our Benefits Guide for more information.