Patient Support Lead-Patient Access

Presbyterian System Services•Albuquerque, NM

7h•Onsite

About The Position

The Patient Support Lead provides day-to-day leadership and support for Patient Access operations within the Emergency Department. The role serves as a resource for Patient Access team members and supports timely, accurate, and compassionate registration services for patients and families in a fast-paced emergency care environment. The lead promotes efficient workflows and exceptional customer service, ensures accurate collection of patient information, and assists staff with questions, workflow concerns, and escalated patient situations. The position works closely with clinical staff and department leadership to support a smooth and professional registration process from arrival through completion of Patient Access activities. The Patient Support Lead oversees daily operations for departments within Patient Access, provides leadership coverage and presence for registration staff on weekends in partnership with supervisors, organizes workloads and staff breaks, monitors work queues, orders supplies, and ensures forms are stocked. The role trains and educates new staff, supports cross-training among Patient Access departments, and travels to other facilities in CDS to provide coverage. It also participates in quality assurance reviews, applies department and hospital policies and procedures, uses service recovery skills to address problems, covers open shifts as needed, and serves as an EPIC subject matter expert. The role works in a high-stress emergency room environment and maintains work queues so accounts are completed and removed from DNB. This is a full-time, non-exempt position based at Presbyterian Hospital, 1100 Central Ave SE, Albuquerque, New Mexico. The work shift is varied days and hours. The pay range is $18.33–$30.24. Benefits-eligible employees receive medical, dental, and vision coverage; short- and long-term disability; group term life insurance; and other optional voluntary benefits. Presbyterian also offers an Employee Wellness rewards program with opportunities to earn gift cards through wellness activities.

Requirements

High school diploma or equivalent.
Two to three years of healthcare experience in an ambulatory or hospital setting with significant provider interaction.
Two to three years of customer service experience in any setting.
Familiarity with ICD-10, CPT, and medical terminology.
Pass the EPIC competency for Registration at completion of the Epic Clerical Training class.
Pass the EPIC proficiency test with a score of at least 85% at completion of the Epic Training class.
General knowledge of the customer encounter process, which may include scheduling, registration, contract requirements, financial guidelines, coordination of services, and billing processes.
Demonstrated ability to train staff, understand different training methods, and adapt training methods to the learner.
Strong verbal and written communication skills.
Demonstrated strong keyboarding skills for efficient data entry and documentation.
Knowledge of Microsoft Office products.
Must be at least 18 years of age at the time of hire.

Nice To Haves

EMR/EHR experience preferred.

Responsibilities

Oversee daily operations for departments within the Patient Access department.
Partner with supervisors to provide leadership coverage and presence for registration staff on weekends.
Organize workloads and schedule staff lunches and breaks.
Monitor work queues to ensure work is completed and accounts are completed and removed from DNB.
Order supplies and ensure forms are stocked.
Provide training and education to new staff and support cross-training among Patient Access departments.
Travel to other facilities in CDS to provide coverage.
Participate in quality assurance reviews to ensure the integrity of patient data.
Use department and hospital policies and procedures to complete assigned tasks.
Use service recovery skills to resolve problems or service breakdowns.
Provide exceptional customer service to patients and establish a positive first impression.
Cover open shifts when needed.
Serve as an EPIC subject matter expert and answer employee questions.