POSITION CONTROL 10/15 - Patient Access Advocate II-ABQ

Presbyterian Healthcare Services • Rio Rancho, NM

17h • $16 - $24 • Onsite

About The Position

The Patient Access Advocate II 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 performs registration functions, including 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 applicable compliance and regulatory guidelines. The role also provides high-quality customer service to patients and families during registration and helps patients and visitors with wayfinding.

This full-time, non-exempt position is based at PMG - Rio Rancho High Resort and works days. Responsibilities include delivering a positive patient experience, resolving concerns when possible, completing accurate registration and insurance verification, collecting identified financial obligations, and following compliance and quality requirements. The position requires completion of Patient Access Academy and an Epic proficiency test to the stated passing scores.

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 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 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 patient and family service using CARES, AIDET, and EPE tools, and demonstrate PROMISE and CARES behaviors.
• Address and attempt to resolve complaints using appropriate communication and de-escalation practices; request supervisor assistance when needed.
• Educate patients about insurance benefits, liabilities, and available financial assistance, charity, or other programs.
• Review accounts and support financial clearance at the time of service to help address patient concerns about financial matters.
• Register patients and accurately collect, enter, and update demographic and financial information needed to complete accounts.
• Obtain missing insurance information, including policy and group numbers, date of birth, and payer phone number.
• Verify insurance eligibility and benefits through an electronic system or by contacting the payer 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 when it was not completed during financial clearance.
• Meet productivity standards and monitor and track data-quality issues, correcting errors 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 where applicable, at the time of service.
• Refer patients as appropriate to an on-site Financial Advocate or the Financial Advocacy Center.
• 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.
• Provide wayfinding assistance to patients and visitors.

Benefits

• Medical, dental, and vision coverage.
• 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 and other rewards through wellness activities.

What This Job Offers

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