Patient Access Advocate I-PresNow-ABQ

Presbyterian System Services • Albuquerque, NM

7d • 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 that accounts have accurate information to support clean billing and applies basic knowledge of Medicare (CMS) and other compliance and regulatory guidelines relevant to Patient Access. The role also provides customer service to patients and families during registration and wayfinding assistance to patients and visitors.

The position is based at PRESNow 24/7 Urgent and Emergency Care – Isleta, at 3436 Isleta Blvd SW, Albuquerque, NM 87105-5837. It is full-time, non-exempt, and works 12-hour night shifts. The compensation range is $16.36–$24.26.

The role requires a high school diploma or GED and qualifying experience in a healthcare setting or customer service. The employee must pass the Patient Access Academy within six months of starting, and pass the Epic proficiency test with a score of at least 85% upon completion of Epic training. Candidates must be at least 18 years old at hire.

Presbyterian Healthcare Services is a locally owned, not-for-profit healthcare system serving New Mexico. It comprises nine hospitals, a statewide health plan, and a growing multispecialty medical group. The organization states that it is committed to improving the health of its communities and is a drug-free and tobacco-free employer with smoke-free campuses.

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 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.
• Be at least 18 years old at the time of hire.
• Demonstrate strong keyboarding skills for efficient data entry and documentation.
• Knowledge of Microsoft Office products.
• Basic understanding of registration and healthcare.

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 exceptional service to patients and families using CARES, AIDET, and EPE tools; address and attempt to resolve complaints using de-escalation processes and seek supervisor assistance when needed.
• Implement PROMISE and CARES behaviors in every encounter.
• Educate patients about insurance benefits and liabilities and communicate patient financial obligations transparently.
• Review accounts and ensure they are financially cleared at the time of service.
• Perform patient registration and collect or confirm 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 the payer.
• Document actions in the system of record to support follow-up and maintain an accurate audit trail.
• Maintain knowledge of authorization requirements, payer guidelines, and Medicare (CMS) requirements for admissions and outpatient services.
• Ensure compliance with 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 the Data Quality program 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 residual balances when applicable, at the time of service.
• Educate patients about financial assistance, charity, or other available programs, and refer them to an on-site Financial Advocate or the Financial Advocacy Center as 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 accordance with company policies, procedures, standards, practices, and applicable legal and compliance requirements.
• Provide wayfinding assistance to patients and visitors.
• Perform other duties as assigned.

Benefits

• Medical insurance.
• Dental insurance.
• Vision insurance.
• Short-term disability insurance.
• Long-term disability insurance.
• Group term life insurance.
• 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