Patient Access Advocate I-Emergency Department

Presbyterian Healthcare Services • Albuquerque, NM

7d • $16 - $24 • Onsite

About The Position

The Patient Access Advocate I performs 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 to ensure account accuracy and clean billing. The advocate applies basic knowledge of Medicare (CMS) and other applicable compliance requirements and provides customer service to patients and families, including wayfinding assistance.

This position is based at Presbyterian Kaseman Hospital and works 12-hour day shifts. It is a full-time, non-exempt opportunity. The listed compensation range is $16.36 to $24.26.

The Patient Access Advocate uses CARES, AIDET, EPE, and PROMISE behaviors to support patient experience, respond to concerns, and manage conflict. The role reviews accounts for financial clearance, explains insurance benefits and patient liabilities, collects identified obligations, and connects patients with financial assistance resources when appropriate.

The advocate completes registration data collection and verification, maintains accurate documentation and records, follows authorization and payer guidelines, and helps ensure compliance with applicable billing and admissions requirements. The role also supports quality improvement and risk management by following company policies, reporting potential violations, and cooperating with investigations.

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 starting.
• Pass the EPIC proficiency test with a score of at least 85% at completion of the Epic Training class.
• Basic understanding of registration and healthcare.
• Strong keyboarding skills for efficient data entry and documentation.
• Knowledge of Microsoft Office products.

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

• Register patient accounts for self-pay, government, and commercial visits on the date of service, including scheduled and unscheduled visits.
• Provide an exceptional patient and family experience using CARES, AIDET, and EPE tools and implementing PROMISE and CARES behaviors.
• Address and attempt to resolve complaints using appropriate language and de-escalation processes; manage conflict and request supervisor assistance when needed.
• Collect, confirm, and enter patient demographics and financial information needed to complete accounts.
• Obtain missing insurance information, including policy number, group number, date of birth, and insurance phone number.
• Verify insurance eligibility and benefits using an electronic verification system or by contacting the payer directly.
• Document actions accurately in the system of record to support follow-up and maintain an audit trail.
• Maintain knowledge of authorization requirements, payer guidelines, Medicare (CMS) guidelines, admissions forms, benefit entitlement verification, and billing requirements.
• Complete the MSPQ at the time of service when it was not completed during financial clearance.
• Meet productivity standards and monitor the Data Quality program, correcting errors at the time of service.
• Maintain appropriate records, files, and timely, accurate system documentation.
• Review accounts to ensure financial clearance and communicate patient liabilities transparently.
• Collect identified patient financial obligations, including residual balances where applicable.
• Educate patients about insurance benefits, liabilities, and available financial assistance, charity, or other programs.
• Refer patients to an on-site Financial Advocate or the Financial Advocacy Center when appropriate.
• Complete missing account information to ensure accuracy at the time of the visit.
• Cooperate in risk management activities and investigations; promptly report suspected or potential violations and cooperate with related investigations.
• Conduct transactions in compliance with company policies, procedures, standards, practices, and applicable legal and compliance requirements.

Benefits

• Medical insurance
• Dental insurance
• Vision insurance
• Short-term disability insurance
• Long-term disability insurance
• Group term life insurance
• Optional voluntary benefits
• Employee wellness rewards program, with opportunities to earn gift cards through wellness activities

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED