Patient Access Advocate I-PresNow-ABQ

Presbyterian Healthcare Services • Isleta, NM

17h • $16 - $24 • Onsite

About The Position

The Patient Access Advocate I performs primary registration for self-pay, government, and commercial patient accounts for scheduled and unscheduled visits on the date of service. The role updates patient demographics, verifies insurance, collects point-of-service liabilities, and documents registration information in the ADT system to ensure account accuracy and clean billing. The advocate applies basic knowledge of Medicare (CMS) and other applicable compliance requirements and provides customer service and wayfinding assistance to patients and visitors.

This full-time position is based at PRESNow 24/7 Urgent and Emergency Care – Isleta in Albuquerque, New Mexico, and works 12-hour night shifts. The advocate helps patients understand insurance benefits and financial liabilities, reviews accounts for financial clearance, and refers patients to financial advocacy resources as appropriate. The role also maintains accurate records, meets productivity standards, follows payer and authorization guidelines, and complies with applicable policies and legal requirements.

Presbyterian Healthcare Services describes itself as a locally owned, not-for-profit healthcare system serving New Mexico. Eligible employees receive a comprehensive benefits package, and the organization offers an employee wellness rewards program.

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 six months of starting.
• Pass the EPIC proficiency test with a score of at least 85% upon 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 patient 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, EPE, and PROMISE behaviors.
• Address and attempt to resolve complaints using de-escalation processes, managing conflict and requesting supervisor assistance when needed.
• Educate patients about insurance benefits, liabilities, and available financial assistance or charity programs.
• 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 and verify insurance eligibility and benefits electronically or by contacting payers.
• 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) requirements for admissions and outpatient services.
• Ensure admissions forms, benefit entitlement verification, billing requirements, and MSPQ completion are handled accurately.
• Meet productivity standards and monitor data-quality issues, correcting errors at the time of service.
• Maintain appropriate records, files, and timely and accurate system documentation.
• Collect patient financial obligations, including applicable residual balances, at the time of service.
• 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, report suspected or potential violations, and conduct transactions in compliance with company policies and legal requirements.
• Provide wayfinding assistance to patients and visitors.
• Perform other duties as assigned.

Benefits

• Medical, dental, and vision coverage.
• Short-term and long-term disability insurance.
• Group term life insurance.
• Optional voluntary benefits.
• Employee wellness rewards program with opportunities to earn gift cards and other rewards.

What This Job Offers

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