PT Access Svcs Registrar I / PAS OP Registration

Hartford HealthCare Corp.•Hartford, CT

2d•Onsite

About The Position

Patient Access Services (PAS) Registrars are the first point of contact for patients and visitors seeking services at Hartford HealthCare facilities. This entry-level, customer-service-focused position meets and greets patients, assesses their needs, communicates points of intervention, and provides interpretation support for patients experiencing language barriers. Registrars also direct visitors, perform receptionist duties, and prepare patient charts while meeting daily, weekly, and monthly productivity standards. Financial and registration responsibilities include obtaining and verifying patient demographic, identity, and insurance information; analyzing eligibility and payer conflicts; securing authorization; explaining estimates and deductibles; and collecting co-payments and other patient financial liability. The registrar documents patient visits, scans required records and identification into the ADT system, secures signatures and consent documents, and follows applicable billing, payment, privacy, and safety requirements. The role requires sound decision-making, attention to detail, and ongoing training to maintain proficiency with registration processes and enhancements. This per diem position is scheduled according to departmental needs across first, second, and third shifts. The initial training period is six months, followed by continuous learning and development. The role may also provide registration coverage in other areas and support coworkers as needed.

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 the ability to make decisions under supervision.
Excellent organizational skills, flexibility, and the ability to switch tasks frequently.
Self-motivation, high energy, and tenacity.
Knowledge and understanding of coordination of benefits.

Nice To Haves

Multilingual abilities are desired.

Responsibilities

Exhibit excellent communication and customer service skills.
Greet patients and visitors promptly, professionally, courteously, and helpfully, in person or by phone.
Serve as an initial point of contact for calls related to patient privacy and services, and document individualized patient visits at the time of service.
Communicate clearly, calmly, and diplomatically with patients, customers, coworkers, and visitors; use listening and comprehension skills.
Resolve customer complaints and de-escalate confrontational situations using sound judgment.
Apply patient privacy and safety standards in decision-making and interact with patients, caregivers, and family members as an intermediary.
Assess whether to communicate with a patient's healthcare representative or conservator to complete registration, and notify conservators to obtain treatment consent and review required forms.
Obtain and verify demographic and insurance information needed to confirm identity, maintain accurate ADT records, support the treatment plan, and enable reimbursement.
Use patient identifiers to select the correct medical record and obtain accurate demographic and financial information.
Document patient encounters safely and accurately for clinical and revenue cycle teams.
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 compliance guidelines.
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.
Meet daily, weekly, and monthly productivity standards and respond to feedback about quality and productivity.
Complete required HealthStream learning and ongoing training, including recognition of critical symptoms such as stroke, heart attack, suicidal or homicidal behavior, and other life-threatening conditions.
Complete the initial six-month training period and maintain proficiency with registration processes and enhancements.
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 patient photo IDs, handwrite pre-made downtime charts, and enter downtime charts into the computer accurately and promptly.
Use work queues to follow up on registrations with a high level of accuracy and meet performance standards and metric goals.
Regularly assist and support coworkers in their duties and perform other duties as directed or required within the department and organization.