PT Access Svcs Registrar I / PAS HOCC

Hartford HealthCare Corp.•New Britain, CT

2d•Onsite

About The Position

Patient Access Services Registrars serve as the first point of contact for patients and visitors seeking services at Hartford HealthCare facilities. They greet and assist people in person and by phone, assess needs, communicate points of intervention, and arrange interpretation for patients experiencing language barriers. The role is entry-level and customer-service-focused, with six months of experience required. It involves initial training and ongoing education to maintain proficiency with registration processes and enhancements. Registrars collect and verify patient demographic, insurance, and financial information; confirm eligibility and authorization; explain estimates and deductibles; collect payments due; and support accurate billing and reimbursement. They prepare patient charts, document visits, scan records and identification, obtain required signatures, and follow applicable privacy, safety, and billing requirements. The role also includes directing visitors, responding to calls and complaints, escalating urgent clinical concerns, supporting downtime procedures, meeting productivity standards, and assisting coworkers. The posted schedule is 5 p.m.–1:30 a.m. Monday through Thursday and every other weekend, at 100 Grand Street, New Britain.

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.

Nice To Haves

Multilingual ability is desired.

Responsibilities

Greet patients and visitors promptly, professionally, courteously, and helpfully, in person and by phone.
Serve as the initial contact for incoming calls concerning patient privacy and services, and document individualized patient visits at the time of service.
Communicate clearly and diplomatically with customers, coworkers, and visitors; listen, demonstrate patience, and use problem-solving skills.
Assess and resolve customer complaints, deescalate confrontational situations, and make sound decisions concerning patient privacy and safety.
Interact with patients, caregivers, and family members, and determine when to contact a patient's healthcare representative or conservator to complete registration.
Obtain and verify patient demographic, identity, insurance, and financial information needed for registration, treatment planning, and reimbursement.
Use patient identifiers to select the correct medical record and ensure accurate demographic and financial data in the ADT system.
Use online eligibility products or contact payers or patients to obtain accurate billing information; understand coordination of benefits and identify payer conflicts or missing authorization.
Refer self-pay patients to a Financial Counselor when appropriate.
Verify and collect patient financial liability due at the time of service, and provide deductible and procedure estimate information as applicable.
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 necessary; notify conservators to obtain consent and review required forms.
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, and provide input on plans to mitigate patient identification errors.
Prepare patient charts and meet daily, weekly, and monthly productivity and performance standards; follow up on registrations using work queues and respond to quality feedback.
Complete HealthStream learning and ongoing training, including training to identify critical symptoms such as stroke, heart attack, suicidal or homicidal behavior, and other life-threatening conditions.
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.
Assist and support coworkers and perform other duties as directed or required within the department and organization.