Patient Access Advocate I - Emergency Department-CDS

Presbyterian Healthcare Services • New York, NY

8d • $16 - $24 • 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 confirms account information is accurate to support clean billing and applies basic knowledge of Medicare (CMS) and other compliance requirements relevant to Patient Access. The role also provides customer service to patients and families during registration and offers wayfinding assistance to patients and visitors.

This position is based at Presbyterian Hospital in Albuquerque, New Mexico, and works 12-hour night shifts. It is a full-time, non-exempt position.

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 start.
• Basic understanding of registration and healthcare.
• Strong keyboarding skills for efficient data entry and documentation.
• Knowledge of Microsoft Office products.
• Pass the Epic proficiency test with a score of 85% at completion of the Epic Training class.
• 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 an exceptional patient and family experience using CARES, AIDET, and EPE tools.
• Address and attempt to resolve complaints in the moment using appropriate language and de-escalation processes; manage conflict and request supervisor assistance when needed.
• Implement PROMISE and CARES behaviors in every encounter.
• Educate patients about insurance benefits and liabilities and review accounts to ensure financial clearance at the time of service.
• Perform patient registration and accurately collect, enter, and complete demographic, financial, and insurance information.
• Verify insurance eligibility and benefits using electronic systems or by contacting payers directly.
• Document actions accurately in the system of record to support follow-up and an audit trail.
• Maintain knowledge of authorization requirements, payer guidelines, and Medicare (CMS) guidelines for admissions and outpatient services.
• Ensure compliance with admissions forms, benefit entitlement verification, and billing requirements; complete the MSPQ accurately when needed.
• Meet productivity standards and monitor the Data Quality program to ensure errors are corrected at the time of service.
• Maintain appropriate records, files, and timely, accurate documentation in the system of record.
• Collect patient financial obligations, including applicable residual balances, at the time of service.
• Educate patients about financial assistance, charity, and other available programs; refer patients to an on-site Financial Advocate or the Financial Advocacy Center as 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.
• Demonstrate CARES behaviors: Collaborate, be Accountable, Respect, Engage, and Serve.
• Perform other duties as assigned.

Benefits

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

What This Job Offers

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