PT Access Svcs Registrar I / PAS HOCC

Hartford HealthCare Corp.•New Britain, CT

5d•Onsite

About The Position

Patient Access Services (PAS) Registrars are often the first point of contact for patients and visitors seeking services at Hartford HealthCare facilities. This entry-level role focuses on customer service and requires minimal healthcare experience. Registrars greet and assist patients and visitors, assess their needs, communicate points of intervention, and provide access to interpreter services when needed. They also help direct visitors and perform receptionist duties. The position is responsible for accurate patient registration and for gathering demographic, identity, and insurance information. Registrars verify eligibility and payer information, collect patient payments due at the time of service, and help ensure appropriate authorization and reimbursement. They prepare patient charts and documentation, scan records and identification, obtain required signatures, and follow applicable billing, payment, privacy, and safety requirements. Registrars are expected to meet productivity and quality standards and to use sound judgment when addressing patient concerns or escalations. The role includes an initial six months of training and ongoing development, including HealthStream learning, registration process updates, and training to recognize potentially life-threatening symptoms. Registrars also develop proficiency in additional registration areas, support coworkers, and follow downtime procedures when systems are unavailable.

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.
Communicate clearly and diplomatically with patients, caregivers, family members, coworkers, and visitors; listen carefully and demonstrate patience and understanding.
Serve as an initial contact for calls related to patient privacy and services, and document individualized patient visits at the time of service.
Assess and resolve customer complaints, de-escalate confrontational situations, and use sound judgment regarding patient privacy and safety.
Interact with patients and their representatives or conservators as needed to complete registration and obtain consent for treatment.
Obtain and verify demographic, identity, insurance, and financial information needed for registration, treatment, and reimbursement.
Use patient identifiers to select the correct medical record and ensure accurate information in the ADT system.
Use online eligibility tools 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 and witness required consent-to-treat documents and disclosures.
Follow CMS, DPH, state, and federal billing and payment regulations.
Use interpreter services as needed to complete registration duties.
Initiate patient and non-patient rapid responses to alert appropriate clinical teams.
Provide input on action plans to reduce patient identification errors.
Notify conservators to obtain treatment consent and review demographic and regulatory forms.
Meet daily, weekly, and monthly productivity and quality standards, respond to feedback, and follow up on registrations through work queues.
Complete required HealthStream learning and ongoing training, including training to identify critical symptoms and life-threatening conditions.
Develop proficiency in other registration areas to provide additional support and coverage.
Follow 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.
Organize and manage tasks, adapt to changing priorities, and assist coworkers with their duties.
Perform other duties as directed or required within the department and organization.