Customer Experience Representative General Surgery
Company: Banner Health
Posted on: November 25, 2022
New River Trails General Surg
Additional Job Description
New River Trails Health Center is the flagship ambulatory health
center for Banner Health and provides the residents of Phoenix's
Northwest Valley a single location for many of their non-acute
health care needs. This 130,000 square foot building is Banner's
largest health center and will include 128 exam rooms. The health
center also allows for immediate access to on-site advanced
imaging, lab, pharmacy and will include over 45 providers across 11
different specialties who will provide care to over 132,000
New River Trails will not only be the largest ambulatory health
center in Banner, it will be one of the most technologically
advanced and innovative. New River Trails' foundation will be built
upon collaboration and communication, and one of our main focuses
will be providing patients an excellent continuum of care.
We are excited to welcome team members who are:
+ Collaborative,adaptableteam players
+ Excited to utilize newtechnologiesand processes
+ Have strong communication skills, both withpatientsand all team
+ Committed to answering"yes" as requests, ideas, needs for care
arise; alwayseagerto find a solution
**We are excited to welcome our first patient on April 26, 2021.
The position will be** **Monday - Friday; 6:45AM - 5:00PM; varied
hours, 8 hour shift with rotational Saturday's from 8:00AM -
We will all strive to provide the best experience possible and look
forward to leveraging revolutionary technology as part of a
highly-integrated team. Every single team member at New River
Trails will play a vital role in making health are easier so life
can be better.
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 Loveland, Colo. and Torrington, Wyo., 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.
This position is located in a medical clinic or physician's
practice and coordinates a smooth patient flow process by answering
phones, providing registration of patient and insurance
information, obtaining required signatures following established
processes, procedures and standards. This position conducts
registration and obtains financial reimbursement for all patients
accessing service at clinics and physician practices. Reviews all
account information to optimize collection efforts and system
recording events to expedite reimbursement and compliance. This
also includes accurately posting patients at the point of service
and releasing information in accordance with organizational and
compliance policies and guidelines. And resolving issues as they
arise to promote point of service decisions.
1. 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. Assists front
office in answering phones, taking messages, prescription refills,
locating information and other related duties when necessary.
Documents correspondence in the patient's medical record. Updates
demographic and insurance information in the practice management
2. Receives physician's orders and completes patient registration.
Obtains necessary authorizations, pre-certifications and/or
referrals. Works closely with the billing department to ensure
accurate coding for all charges. Verifies insurance eligibility
benefits for services rendered with the payors and documents
appropriately. Assists in obtaining or validating
pre-certification, referrals, and authorizations.
3. 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
4. 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.
5. Confirms patient appointments for the following day as necessary
and ensures patients are properly prepared for visits. Assists in
responding to requests for patient medical records according to
company policies and procedures, and state and federal laws.
6. Provides information and customer service to patients and
patient families. Provides information and instructions to patients
regarding clinic procedures and services.
7. Performs general office duties such as distributing mail and fax
information, ordering supplies, etc.
8. Works under direct 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.
High school diploma/GED or equivalent working knowledge.
Requires knowledge of patient financial services, financial,
collecting services or insurance industry experience and customer
service skills as normally acquired over one or more years of
related work experience. Requires the ability to build familiarity
with medical terminology and an understanding of all common
insurance and payor types. Accurate and efficient keyboarding
skills, and the ability to work effectively with common office
software are required. Must have highly developed interpersonal
skills and communications skills, with a strong customer service
orientation to effectively interact with a wide range of audiences.
Requires the ability to manage multiple tasks simultaneously with
minimal supervision and to work independently. Requires strong
interpersonal, oral, and written communication skills.
Previous medical, financial services and/or customer service work
Additional related education and/or experience preferred.
Banner Health complies with applicable federal and state laws and
does not discriminate based on race, color, national origin,
religion, sex, sexual orientation, gender identity or expression,
age, or disability.
Keywords: Banner Health, Glendale , Customer Experience Representative General Surgery, Healthcare , Glendale, Arizona
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