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 patient demographics, verifying insurance, collecting point-of-service liabilities, and documenting registration information in the ADT system to ensure accurate accounts and clean billing. The advocate provides customer service to patients and families during registration and offers wayfinding assistance to patients and visitors. The position requires basic knowledge of Medicare (CMS) and other compliance and regulatory guidelines applicable to Patient Access. It is based at PRESNow 24/7 Urgent and Emergency Care - Coors in Albuquerque, New Mexico, and works 12-hour night shifts.

The advocate helps ensure accounts are financially cleared at the time of service, communicates patient liabilities, educates patients about insurance benefits and financial assistance options, and refers patients to financial advocacy resources when appropriate. The role also requires accurate account documentation, compliance with applicable laws and organizational policies, and participation in risk management and quality improvement activities.

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 two-week Patient Access Academy with a score of at least 85% within 6 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.
• Must be at least 18 years old at the time of hire.

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 an exceptional patient and family experience using CARES, AIDET, and EPE tools, and implement PROMISE and CARES behaviors in every encounter.
• Address and attempt to resolve complaints in the moment using appropriate communication and de-escalation processes; request supervisor assistance when needed.
• Educate patients about insurance benefits and liabilities and review accounts to support financial clearance at the time of service.
• Perform patient registration and accurately collect 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 using an electronic verification system or by contacting payers 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 if it was not completed during financial clearance.
• Meet productivity standards and monitor and track the Data Quality program, correcting errors at the time of service.
• Maintain appropriate records, files, and timely, accurate system documentation.
• Collect identified patient financial obligations, including residual balances when applicable, and collect liabilities at the time of service.
• Educate patients about available financial assistance, charity, or other programs and refer them to an on-site Financial Advocate or the Financial Advocacy Center when appropriate.
• Complete missing account information and communicate patient liabilities transparently.
• 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.
• Perform other duties as assigned.
• Demonstrate CARES behaviors: Collaborate, be Accountable, Respect, Engage, and Serve.

Benefits

• Comprehensive benefits package for benefits-eligible employees, including medical, dental, vision, short-term and long-term disability, group term life insurance, and optional voluntary benefits.
• Employee Wellness rewards program with opportunities to earn gift cards and other rewards through wellness activities.

What This Job Offers

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