PT Access Svcs Registrar I / PAS Midstate

Hartford Healthcare•Meriden, CT

15h

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 Registrar greets and assists patients and visitors, assesses needs, provides interpretation support when language barriers arise, and performs registration and receptionist duties. This is an entry-level, customer-service-focused role requiring minimal healthcare experience. It requires understanding essential job responsibilities and completing ongoing training to remain proficient with registration-process enhancements. Financial and registration responsibilities include collecting accurate demographic and insurance information, verifying eligibility and authorization, explaining procedure estimates and deductibles, and collecting patient financial responsibility, including copayments. Registrars help support department and hospital financial goals by identifying insurance and payer issues and ensuring payment and documentation requirements are met. They also support patient privacy and safety, prepare charts, and meet daily, weekly, and monthly productivity standards. The role includes documenting patient visits, scanning and processing records and identification documents, obtaining required consent and signatures, following applicable billing and payment regulations, and using interpreter services when needed. Registrars complete required training, develop proficiency in other registration areas, follow downtime procedures, and assist coworkers as needed. Level I Registrars use eligibility tools or contact payers or patients for billing information, follow up on registrations through work queues, and work toward performance standards and metric goals.

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.
Ability to exercise sound judgment concerning patient privacy and safety standards.
Ability to complete six months of initial training and participate in continuous training.
Ability to meet performance standards and metric goals.

Nice To Haves

Multilingual skills desired.

Responsibilities

Greet patients and visitors promptly, professionally, courteously, and helpfully, in person or by phone.
Serve as an initial contact for incoming calls concerning patient privacy and services.
Communicate clearly and calmly with patients, caregivers, family members, coworkers, and visitors; listen, provide assistance, and help deescalate complaints or confrontational situations.
Document individualized patient visits at the time of service.
Obtain and verify demographic and insurance information needed to confirm patient identity, update the ADT system, support the treatment plan, and enable reimbursement.
Use patient identifiers to select the correct medical record and capture accurate demographic and financial data.
Use online eligibility products or contact payers or patients to obtain accurate billing information.
Identify self-pay patients who should be referred to a Financial Counselor.
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 applicable 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.
Contact conservators to obtain treatment consent and review demographic and regulatory forms when applicable.
Meet daily, weekly, and monthly productivity standards and respond to feedback on quality and productivity.
Complete required HealthStream learning and ongoing training, including training to identify critical symptoms and life-threatening conditions on arrival.
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.
Follow up on registrations through work queues and meet performance standards and metric goals.
Assist and support coworkers and perform other duties as directed or required.