PT Access Svcs Registrar I / PAS Charlotte Registration

Hartford Healthcare•Torrington, CT

About The Position

Patient Access Services (PAS) Registrars are the first point of contact for patients and visitors seeking services at Hartford HealthCare facilities. The role meets and greets patients, assesses their needs, communicates points of intervention, and provides interpretation services for patients experiencing language barriers. Registrars support patient access and hospital financial goals by collecting personal, demographic, and insurance information; verifying coverage and eligibility; collecting co-payments and other patient liabilities; providing procedure deductibles and estimates; and ensuring required authorizations are on file. They also exercise sound judgment regarding patient privacy and safety, prepare patient charts, meet productivity standards, direct visitors, and perform receptionist duties. This is an entry-level, customer-service-focused position requiring minimal healthcare experience. The role requires understanding essential responsibilities and completing initial training and ongoing education to maintain proficiency with registration processes and enhancements. The PAS Registrar Level I supports accurate registration and billing, follows up on registrations through work queues, and continually improves performance through training, coaching, quality feedback, and productivity reporting. The position also includes documentation and scanning, obtaining signatures and consent documents, following applicable billing and payment regulations, using interpreter services, and escalating rapid responses to clinical teams when needed. Registrars assist coworkers, follow downtime procedures, and may perform other duties as directed or required.

Requirements

High school diploma or GED equivalent.
Six months of experience.
Excellent verbal and written communication skills.
Excellent customer service skills.
Knowledge and understanding of insurance terminology and benefit processing.
Attention to detail, multitasking, analytical skills, and adaptability to change.
Strong complex problem-solving skills and ability to make decisions under supervision.
Excellent organizational skills, flexibility, and ability to switch tasks frequently.
Self-motivation, high energy, and tenacity.

Nice To Haves

Multilingual ability is desired.

Responsibilities

Greet patients and visitors promptly, professionally, courteously, and helpfully in person and by phone.
Serve as an initial contact for calls and questions related to patient privacy and services.
Communicate clearly and diplomatically with patients, caregivers, family members, coworkers, and visitors; listen and respond with patience and understanding.
Document each patient visit at the time of service.
Resolve customer complaints and de-escalate confrontational situations using sound judgment.
Protect patient privacy and follow patient safety standards.
Interact with patients, caregivers, and family members as an intermediary, and determine when to coordinate with a healthcare representative or conservator to complete registration.
Obtain accurate demographic, identity, insurance, and financial information required for registration, treatment planning, and reimbursement.
Use patient identifiers to select the correct medical record and ensure accurate ADT records and patient encounters.
Use online eligibility products or contact payers or patients to obtain accurate billing information.
Refer self-pay patients to a Financial Counselor when appropriate.
Verify and collect patient financial liability due at the time of service.
Scan medical record documents, insurance cards, and patient identification into the ADT system according to established procedures.
Obtain signatures and witness consent-to-treat documents and disclosures as required.
Follow CMS, DPH, state, and federal billing and payment regulations.
Use interpreter services as needed to perform registration duties.
Initiate patient and non-patient rapid responses to alert appropriate clinical teams.
Provide input on action plans to mitigate patient identification errors.
Notify conservators to obtain consent for treatment and review demographic and regulatory forms.
Meet daily, weekly, and monthly productivity standards and performance metrics; follow up on registrations through work queues.
Accept and respond to feedback on quality and productivity.
Complete HealthStream learning and ongoing training, including training to identify critical symptoms such as stroke, heart attack, and suicidal or homicidal risk.
Develop proficiency in other registration areas to provide additional support and coverage.
Adhere to registration downtime procedures; create downtime labels and wristbands using Microsoft Word, photocopy insurance cards and photo IDs, handwrite pre-made downtime charts, and enter downtime charts into the computer accurately and promptly.
Assist and support coworkers in their duties and perform other duties as directed or required.