Patient Access Advocate -Emergency Department-CDS

Patient Access Advocate I – Emergency Department – CDS

Location: 1100 Central Avenue SE, Albuquerque, New Mexico , United States of America

Compensation: $15.58/hr – $23.10/hr (based on skills)

Job Type: PRN (non‑exempt)

Work Shift: Varied Days and Hours (United States of America)

Summary: The Patient Access Advocate I provides primary registration of patient accounts for self‑pay, government and commercial accounts on date of service for scheduled and unscheduled visits. Performs registration functions, including updating demographics, insurance verification, collection of point‑of‑service liabilities and documentation within the ADT system. Confirms accurate information for clean billing. Provides highest level of customer service to patients/family at time of service, including way finding.

Must possess basic knowledge of Medicare (CMS) guidelines and other compliance regulatory guidelines applicable to Patient Access.

• Provide exceptional patient experience using CARES, AIDET, and EPE tools.
• Address and resolve complaints using de‑escalation processes; request supervisor help when required.
• Implement PROMISE and CARES behaviors in every encounter.
• Educate patients on insurance benefits and liabilities; ensure accounts are financially cleared at time of service.
• Perform registration process, collect accurate patient data (demographics, financial information, missing insurance information).
• Verify insurance eligibility and benefits using electronic verification or direct contact.
• Document actions taken in system of record; maintain audit trail.
• Maintain knowledge of authorization requirements, payer guidelines, Medicare (CMS) guidelines.
• Ensure completion of MSPQ at time of service.
• Monitor Data Quality program to correct errors at time of service.
• Collect patient financial obligations, refer to Financial Advocate, educate on assistance programs.
• Cooperate in risk management activities, report potential violations, conduct transactions in compliance with company policies.
• Demonstrate CARES behaviors:
  Collaborate, Accountable, Respect, Engage, Serve.

• High school diploma or GED.
• 6 months experience in healthcare setting or 1 year customer service background.
• Pass 2‑week Patient Access Academy with a score ≥85% within 6 months of start.
• Preferred: CHAA, CHAM or other industry equivalent certification.
• Basic understanding of insurance, medical terminology and billing codes (DRG, ICD‑10, CPT, HCPCS).
• Basic understanding of registration and healthcare processes.
• Strong keyboarding skills, efficient data entry and documentation.
• Knowledge of Microsoft Office.
• Pass EPIC proficiency test with ≥85% score at completion of Epic Training class.
• Pass EPIC proficiency test required with an 85% score at completion of the Epic Training class.

All benefits‑eligible Presbyterian employees receive a comprehensive benefits package including medical, dental, vision, short‑term and long‑term disability, group term life insurance and other optional voluntary benefits.

Presbyterian’s Employee Wellness rewards program offers opportunities to enhance health and well‑being. Earn gift cards and more by participating in wellness activities, challenges, webinars and preventive screenings.

Presbyterian is committed to improving community health. From hosting growers’ markets to partnerships, we take active steps to improve health in New Mexico.

Presbyterian improves the health of patients, members and communities. Locally owned, not‑for‑profit system of nine hospitals, a statewide health plan, and a growing multi‑specialty medical group. Founded in 1908, the largest private employer in New Mexico with nearly 14,000 employees.

AA/EOE/VET/DISABLED. PHS is a drug‑free and tobacco‑free employer with smoke‑free campuses.