PT Access Svcs Registrar I / PAS HOCC

Hartford Healthcare•New Britain, CT

About The Position

Patient Access Services (PAS) Registrars are the first point of contact for patients and visitors seeking service at Hartford HealthCare facilities. The PAS Registrar I greets and assists patients, assesses service needs, communicates points of intervention, and provides interpretation support for patients experiencing language barriers. The role is customer-service focused and entry level, requiring minimal healthcare experience and continued training to maintain proficiency in registration processes. The position gathers and verifies personal, demographic, and insurance information; confirms patient identity and eligibility; documents visits; and supports accurate patient encounters for clinical and revenue-cycle teams. Financial duties include explaining estimates and deductibles, verifying and collecting patient responsibility, reviewing payer conflicts and authorization, and referring self-pay patients to a Financial Counselor when appropriate. The role also prepares patient charts, scans required documents, obtains signatures, directs visitors, and performs receptionist duties. PAS Registrar I follows privacy, safety, billing, and payment requirements; uses sound judgment in patient interactions; and escalates potential emergencies to clinical teams. The role includes productivity and quality expectations, HealthStream learning, an initial six-month training period, and cross-training to support other registration areas.

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, courteously, and professionally, in person and by phone.
Serve as an initial contact for calls concerning patient privacy and services; communicate clearly and diplomatically with patients, caregivers, family members, coworkers, and visitors.
Listen to and assess customer concerns, resolve complaints, and de-escalate confrontational situations using sound judgment.
Document each patient visit at the time of service.
Obtain and verify demographic, identity, and insurance information needed for registration, treatment planning, and reimbursement.
Use patient identifiers to select the correct medical record and maintain accurate information in the ADT system.
Use online eligibility products or contact payers or patients to obtain accurate billing information.
Assess whether self-pay patients should be referred to a Financial Counselor.
Verify and collect patient financial liability due at the time of service, including applicable co-payments, deductibles, and estimates.
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; contact conservators to obtain treatment consent and review applicable forms.
Follow CMS, DPH, state, and federal billing and payment guidelines, as well as patient privacy and safety standards.
Use interpreter services when needed to complete registration duties.
Initiate patient and non-patient rapid response alerts to appropriate clinical teams and contribute input on plans to reduce patient-identification errors.
Prepare patient charts, direct visitors, and perform receptionist duties.
Meet daily, weekly, and monthly productivity standards and performance metrics; follow up on registrations through work queues and maintain accuracy.
Complete required HealthStream learning and ongoing training, including training to identify critical symptoms such as stroke, heart attack, or suicidal or homicidal risk.
Develop proficiency in other registration areas to provide additional support and coverage.
Follow registration downtime procedures, including creating downtime labels and wristbands using Microsoft Word, photocopying insurance cards and photo IDs, handwriting pre-made downtime charts, and entering downtime charts into the computer accurately and promptly.
Respond to quality and productivity feedback, support coworkers, and perform other duties as directed or required.