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Presbyterian Healthcare Services Lead Patient Support - Urgent Care in Albuquerque, New Mexico

Join our team as a Lead Patient Support for the Urgent Care!

  • As a Lead Patient Support, you will maintain proficiency in all clerical operations roles to govern accuracy in registration, scheduling, and check out prescribed workflows.

  • Acts as mentor and trainer for front line clerical teams.

  • First responder to investigate patient concerns and maintain customer focused communication.

  • Schedules and drives daily workflow for proficient operational support of the clinic.

  • Is often the Epic Super User for clerical staff in the site.

  • Participates in Quality Improvement Processes which includes EPE audits.

  • Remain proficient and up to date on role responsibilities.

  • Lead Meetings.

  • Other duties as assigned

Location & Commitments:

Job is based at the Presbyterian Northside

Full Time

FTE: 1.000000

Exempt: No

Work Schedule: Days

Academic Preparation:

  • High school or equivalent


  • Two to three years of healthcare experience in ambulatory or hospital setting with significant provider interaction

  • Familiarity with ICD10, CPT and Medical Terminology

  • Two to three years of customer service application in any setting

  • EMR/EHR experience preferred

  • Must pass EPIC competency for Registration at completion of Epic Clerical Training class


  • Requires general knowledge of the customer encounter process which may include scheduling, registration, contract requirements, financial guidelines, coordination of services and billing process in terms of what and how work is to be done as well as why it is done.

  • Has demonstrated ability to train staff, understanding different training methods and is able to adjust training method to suit the learner

  • Strong communication skill set verbal and written

Education Essential:

High School Diploma or GED

  • Achieve exceptional patient experience for patients and patient families by using CARES, AIDET and EPE tools.

  • Adjust to the personality of the consumer while maintaining healthcare compliance guidelines and patient safety.

  • Addresses and attempts to appropriately resolve complaints in the moment by using key words at key times.

  • First line resolution to assist consumers with concerns.

  • Monitor and maintain the lobby waiting areas for cleanliness and to offer comfort cart rounding to the patients and families. Keep patients informed of delays

  • Performs other duties and responsibilities as assigned.

We offer more than the standard benefits!

Presbyterian employees gain access to a robust wellness program, including free access to our on-site and community-based gyms, nutrition coaching and classes, wellness challenges and more!

Learn more about our employee benefits:


Why work at Presbyterian?

As an organization, we are committed to improving the health of our communities. From hosting growers' markets to partnering with local communities, Presbyterian is taking active steps to improve the health of New Mexicans. For our employees, we offer a robust wellness program, including free access to our on-site and community-based gyms, nutrition coaching and classes, wellness challenges and more.

Presbyterian's story is really the story of the remarkable people who choose to work here. The hard work of our physicians, nurses, employees, board members and volunteers grew Presbyterian from a tiny tuberculosis sanatorium to a statewide healthcare system that serves more than 875,000 New Mexicans.

About Presbyterian Healthcare Services

Presbyterian Healthcare Services exists to improve the health of patients, members and the communities we serve. We are a locally owned, not-for-profit healthcare system of nine hospitals, a statewide health plan and a growing multi-specialty medical group. Founded in New Mexico in 1908, we are the state's largest private employer with nearly 14,000 employees - including more than 1,600 providers and nearly 4,700 nurses.

Our health plan serves more than 580,000 members statewide and offers Medicare Advantage, Medicaid (Centennial Care) and Commercial health plans.

and care just as deeply to serve New Mexico for years to come.

About New Mexico

New Mexico continues to grow steadily in population and features a low cost-of living.

Varied landscapes bring filmmakers here from around the world to capture a slice of the natural beauty New Mexicans enjoy every day. Our landscapes are as diverse as our culture - from mountains, forests, canyons, and lakes, to caverns, hot springs and sand dunes.

New Mexico offers endless recreational opportunities to explore and enjoy an active lifestyle. Venture off the beaten path, challenge your body in the elements, or open yourself up to the expansive sky. From hiking, golfing and biking to skiing, snowboarding and boating, it's all available among our beautiful wonders of the west.

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


Requisition ID: 2023-34389

Street: 5901 Harper Dr NE