Patient Access Advocate I-SF

Presbyterian Healthcare Services • Santa Fe, NM

1d • $16 - $25 • Onsite

About The Position

The Patient Access Advocate I provides primary registration of patient accounts for self-pay, government, and commercial accounts on the date of service for scheduled and unscheduled visits. The role includes updating demographics, verifying insurance, collecting point-of-service liabilities, and documenting registration information in the ADT system. The advocate ensures account information is accurate for clean billing and applies basic knowledge of Medicare (CMS) and other applicable compliance requirements. The position also provides high-quality service to patients and families during registration and helps patients and visitors find their way.

Requirements

• High school diploma or GED.
• Six months of experience in a healthcare setting or one year of customer service experience.
• Pass the two-week Patient Access Academy with a score of at least 85% within six months of start.
• Basic understanding of registration and healthcare.
• Basic knowledge of Microsoft Office products.
• Must be at least 18 years of age at the time of hire.

Nice To Haves

• CHAA, CHAM, or other industry-equivalent certification.
• Basic understanding of insurance.
• Basic understanding of medical terminology and billing codes, including DRG, ICD-10, CPT, and HCPCS.

Responsibilities

• Provide exceptional patient and family experiences using CARES, AIDET, EPE, and PROMISE behaviors.
• Address and attempt to resolve complaints using appropriate communication and de-escalation processes, and request supervisor assistance when needed.
• Educate patients about insurance benefits, liabilities, and available financial assistance or charity programs.
• Review accounts and ensure they are financially cleared at the time of service.
• Register patients and accurately obtain, confirm, and enter demographic and financial information needed to complete accounts.
• Obtain missing insurance details and verify insurance eligibility and benefits through electronic systems or directly with payers.
• Document actions in the system of record to support follow-up and maintain an accurate audit trail.
• Maintain knowledge of authorization requirements, payer guidelines, Medicare (CMS) guidelines, admissions forms, benefit entitlement verification, and billing requirements.
• Complete the Medicare Secondary Payer Questionnaire (MSPQ) at the time of service when needed.
• Meet productivity standards and monitor and track Data Quality program items to ensure errors are corrected at the time of service.
• Maintain appropriate records, files, and timely, accurate documentation.
• Collect patient financial obligations, including applicable residual balances, and communicate patient liabilities transparently.
• Refer patients to an on-site Financial Advocate or the Financial Advocacy Center when appropriate.
• Cooperate in risk management activities and investigations, report suspected or potential compliance violations, and conduct transactions in accordance with company policies and legal requirements.
• Perform other duties as assigned.

Benefits

• Medical, dental, and vision insurance.
• Short-term and long-term disability insurance.
• Group term life insurance.
• Other optional voluntary benefits.
• Employee Wellness rewards program with opportunities to earn gift cards and other rewards through wellness activities.

What This Job Offers

• Career Level: Entry Level
• Education Level: High school or GED