Patient Access Advocate - Emergency Department

Location: 1100 Central Ave SE Albuquerque, NM 87106-4930

About the role

The Patient Access Advocate I performs primary registration of patient accounts for self‑pay, government, and commercial patients on the date of service for both scheduled and unscheduled visits. Duties include updating demographics, verifying insurance, collecting point‑of‑service liabilities, and documenting registration information in the ADT system. The role requires ensuring accurate account information for clean billing, applying basic knowledge of Medicare (CMS) and other compliance regulations, delivering high‑level customer service using CARES, AIDET, and EPE tools, and providing wayfinding assistance to patients and visitors.

Responsibilities

• Provide exceptional patient experience using CARES, AIDET, and EPE tools.
• Address and attempt to resolve complaints in the moment using key words at key times and de‑escalation processes.
• Manage conflict and appropriately request supervisor help when needed.
• Implement PROMISE and CARES behaviors in every encounter.
• Educate patients regarding insurance benefits and liabilities.
• Ensure accounts are financially cleared at time of service through account review to alleviate patient concerns over hospital financial matters.

Qualifications

• High school diploma or GED.
• Six months experience in a healthcare setting or one year of customer service background.
• Pass the 2‑week Patient Access Academy with a score of 85% or higher (within 6 months of start).
• CHAA, CHAM, or other industry‑equivalent certification preferred.