Patient Access Advocate I-PresNow-ABQ

Presbyterian Healthcare Services

17h • $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 support accurate billing. The advocate applies basic knowledge of Medicare (CMS) and other applicable compliance and regulatory guidelines.

The position provides customer service to patients and families during registration, including wayfinding for patients and visitors. It helps ensure accounts are financially cleared at the time of service, communicates patient liabilities, and directs patients to financial assistance resources when appropriate. This is a part-time, non-exempt position based at PRESNow 24/7 Urgent and Emergency Care – Coors, with 12-hour day shifts.

Requirements

• High school diploma or GED.
• At least 6 months of experience in a healthcare setting or 1 year of customer service experience.
• Pass the 2-week Patient Access Academy with a score of 85% or higher within 6 months of starting.
• Demonstrated strong keyboarding skills for efficient data entry and documentation.
• Knowledge of Microsoft Office products.
• Pass the EPIC proficiency test with a score of 85% upon completion of the Epic Training class.
• Must be at least 18 years old at the time of hire.
• Basic understanding of registration and healthcare.

Nice To Haves

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

Responsibilities

• Provide a high-quality patient and family experience using CARES, AIDET, and EPE tools, and demonstrate CARES behaviors in every encounter.
• Address and attempt to resolve complaints using de-escalation practices, manage conflict, and request supervisor assistance when needed.
• Educate patients about insurance benefits and liabilities and communicate patient financial obligations transparently.
• Review accounts to support financial clearance at the time of service and collect identified patient liabilities, including residual balances where applicable.
• Register patients and accurately obtain, confirm, and enter demographic and financial information needed to complete accounts.
• Obtain missing insurance information, including policy and group numbers, date of birth, and insurer phone number.
• Verify insurance eligibility and benefits through an electronic system or by contacting the payer.
• Document actions accurately in the system of record to support follow-up and maintain an audit trail.
• Maintain knowledge of authorization requirements, payer guidelines, and Medicare (CMS) guidelines for admissions and outpatient services.
• Ensure admissions forms, benefit entitlement verification, billing requirements, and MSPQ completion are handled accurately.
• Meet productivity standards and monitor and correct Data Quality program errors at the time of service.
• Maintain appropriate records, files, and timely, accurate documentation in the system of record.
• Educate patients about financial assistance, charity, and other available programs, and refer them to an on-site Financial Advocate or the Financial Advocacy Center as appropriate.
• Cooperate in risk management activities and investigations; promptly report suspected or potential violations and comply with applicable company policies, procedures, standards, legal requirements, and practices.
• Perform other duties as assigned.
• Provide wayfinding assistance to patients and visitors.

Benefits

• Medical, dental, and vision insurance.
• Short-term and 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: Part-time
• Career Level: Entry Level
• Education Level: High school or GED