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

Presbyterian System Services • Rio Rancho, NM

8d • Onsite

About The Position

The Patient Access Advocate performs primary registration of patient accounts for self-pay, government, and commercial accounts 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 to ensure accurate accounts and clean billing. The advocate applies knowledge of Medicare (CMS) and other applicable compliance and regulatory guidelines, and provides customer service and wayfinding assistance to patients, families, and visitors.

The position is based at PMG - Rio Rancho High Resort in Rio Rancho, New Mexico, and is a full-time, non-exempt role on the day shift. The posted compensation range is $16.36 to $24.26.

The advocate supports a positive patient experience through service and de-escalation practices, reviews accounts for financial clearance, communicates patient liabilities, and helps patients understand insurance benefits and available financial assistance. Registration work includes collecting and verifying demographic and insurance information, checking eligibility and benefits, documenting actions, following payer and authorization guidelines, and ensuring required forms and billing information are complete. The role also includes maintaining accurate records, meeting productivity standards, correcting data-quality errors, and complying with organizational policies and legal requirements.

Presbyterian Healthcare Services is a locally owned, not-for-profit healthcare system with nine hospitals, a statewide health plan, and a multi-specialty medical group. The organization states that it is committed to improving the health of the communities it serves and supporting New Mexico's well-being.

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 6 months of start.
• Pass the EPIC proficiency test with a score of at least 85% at completion of the Epic Training class.
• Strong keyboarding skills for efficient data entry and documentation.
• Knowledge of Microsoft Office products.
• 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.
• Basic understanding of registration and healthcare.

Responsibilities

• Provide a positive patient and family experience using CARES, AIDET, and EPE tools, and implement PROMISE and CARES behaviors in every encounter.
• Address and attempt to resolve complaints using appropriate communication and de-escalation practices; manage conflict and request supervisor assistance when needed.
• Educate patients about insurance benefits and liabilities, review accounts for financial clearance, and communicate patient financial obligations transparently.
• Perform patient registration and collect or confirm demographic and other financial information needed to complete accounts.
• Obtain missing insurance information and verify eligibility and benefits through an electronic system 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) guidelines applicable to admissions and outpatient services.
• Ensure compliance with admissions forms, benefit-entitlement verification, billing requirements, and completion of the MSPQ when needed.
• Meet productivity standards and monitor data-quality items so errors are corrected at the time of service.
• Maintain appropriate records, files, and timely, accurate documentation.
• Collect patient financial obligations, including residual balances when applicable, and refer patients to financial advocacy resources as appropriate.
• Complete missing account information to ensure accuracy at the time of the visit.
• Cooperate with risk-management activities and investigations, report suspected or potential violations, and comply with applicable company policies and legal requirements.
• Perform other duties as assigned.

Benefits

• Medical insurance
• Dental insurance
• Vision insurance
• Short-term disability insurance
• 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