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. The advocate confirms account information is accurate to support clean billing and applies basic knowledge of Medicare (CMS) and other applicable compliance and regulatory guidelines.

The position provides customer service to patients and families during registration and helps patients and visitors with wayfinding. It supports accurate account completion, financial clearance, patient education about insurance benefits and liabilities, collection of patient financial obligations, and referral to financial assistance resources when appropriate. The role is full-time, non-exempt, based at PRESNow 24/7 Urgent and Emergency Care – Coors, and works 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.
• Pass the EPIC proficiency test with a score of 85% at completion of the Epic Training class.
• Be at least 18 years of age at the time of hire.
• 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 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 implement PROMISE and CARES behaviors during encounters.
• Address and attempt to resolve complaints in the moment using appropriate communication and de-escalation; manage conflict and seek 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 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 contact information.
• 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, and Medicare (CMS) guidelines applicable to admissions and outpatient services.
• Ensure compliance with admissions forms, benefit entitlement verification, billing requirements, and completion of the MSPQ when required.
• Meet productivity standards and monitor and track Data Quality program items so errors are corrected at the time of service.
• Maintain appropriate records, files, and timely, accurate documentation in the system of record.
• Collect identified patient financial obligations, including applicable residual balances, 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 with 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

• Medical, dental, and vision insurance.
• Short-term and long-term disability insurance.
• Group term life insurance and other 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