Front Office Representative

Banner Medical Group; Mesa (AZ); On-site; USD 36,000 - 48,000; Full time

Job summary

Banner Medical Group in Mesa, AZ is seeking a Front Office/Customer Experience Representative to be the first point of contact for patients and visitors at the front desk. The role supports patient registration, appointment scheduling, and financial guidance to maximize reimbursement while delivering a welcoming experience.

Responsibilities include verifying insurance, handling referrals, collecting patient liabilities, posting payments, and assisting with patient services.

Qualifications

• High school diploma or GED required.
• Experience in patient financial services, billing or insurance processes preferred.
• Ability to manage multiple tasks simultaneously with minimal supervision.
• Strong interpersonal, oral, and written communication skills.

Responsibilities

• Registers/check-ins and data entry, collects signatures and insurance information.
• Verifies insurance eligibility and handles pre-certifications, referrals, and authorizations as needed.
• Explains financial policies and assists patients with payment options and reimbursement processes.
• Posts payments/charges and reconciles daily activity; balances cash drawer and prepares deposits.
• Schedules appointments and procedures, confirming next-day visits and preparing patients.

Education

High school diploma or GED

Job description

Primary City/State: Mesa, Arizona Department Name: C/P-BHH Vascular-Clinic Work Shift: Day Job Category: Revenue Cycle

Great careers are built at Banner Health. We understand that talented health care professionals appreciate having options. We are proud to offer our team members many career and lifestyle choices throughout our network of facilities.

As a Front Office/Customer Experience Representative, you are the first point of contact as patients and visitors approach the front desk. You'll work collectively with a dedicated group of healthcare professionals to ensure patients have a positive experience. This is a perfect opportunity to apply your great customer service skills and make patients and visitors feel welcomed. A career with our team is a great opportunity if you are just starting out or have many years of experience.

Location: 6750 E Baywood Ave, Suite 503 Mesa, AZ 85206 Schedule: Monday- Friday between the hours of 8a-4:30p

At Banner Medical Group, you'll have the opportunity to perform a critical role in the community where you practice. Banner Medical Group provides both primary and specialty care throughout the communities in which Banner Health operates. We do this in a variety of settings - from smaller group practices like our Banner Health Clinics in Colorado and Wyoming, to large multi-specialty Banner Health Centers in the metropolitan Phoenix area. We currently have more than 1,000 physicians and more than 3,500 total employees in our group and are seeking others to enhance our ability to deliver our nonprofit mission of providing excellent patient care.

POSITION SUMMARY

This position coordinates a smooth patient flow process by answering phones, scheduling patient appointments, providing registration of patient and insurance information, obtaining required signatures following established processes, procedures and standards. This position also verifies insurance coverage, validates referrals and authorizations, collects patient liability and provides financial guidance to patients to maximize medical services reimbursement efforts. This also includes accurately posting patients at the point of service and releasing information in accordance with organizational and compliance policies and guidelines.

CORE FUNCTIONS

• Performs registration/check-in processes, including but not limited to performing data entry activities, providing patients with appropriate information and intake forms, obtaining necessary signatures and generating population health summary.
• Verifies insurance eligibility benefits for services rendered with the 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 and provides 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 in a timely and accurate manner. Balances cash drawer at the beginning and end of the day and prepares daily bank deposit with necessary paperwork sent to centralized billing for record purposes.
• Schedules office visits and procedures within the medical practice(s) and external practices as necessary. Maximizes reimbursement by scheduling patients in accordance with payor plan provisions. Confirms patient appointments for the following day as necessary and ensures patients are properly prepared for visits.
• Demonstrates proactive interpersonal communications skills while dealing with patient concerns through telephone calls, emails and in-person conversations. Optimizes patient flow by using effective customer service/communication skills by communicating to internal and external customers, care team, management, centralized services and HIMS.
• Assists in responding to requests for patient medical records according to company policies and procedures, and state and federal laws.
• Provides a variety of patient services to assist in patient flow including but not limited to escorting patients, taking vitals and patient history, assisting in patient treatment, distributing mail and fax information, ordering supplies, etc.
• Works independently under regular supervision and follows structured work routines. Works in a fast paced, multi-task 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 payor information/knowledge crucial to attaining reimbursement for the services provided. Primary external customers include patients and their families, physician office staff and third party payors.

MINIMUM QUALIFICATIONS

• High school diploma/GED or equivalent working knowledge.
• Requires 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 independently.
• 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, and database software 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

• Work experience with the Company’s systems and processes is preferred.
• Previous cash collections experience is preferred.
• Additional related education and/or experience preferred.

EEO Statement: EEO/Disabled/Veterans

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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.