PT Access Svcs Registrar I / PAS HOCC

Hartford Healthcare•New Britain, CT

16h

About The Position

Patient Access Services Registrars are the first point of contact for patients and visitors seeking services at Hartford HealthCare facilities. They greet and assist patients, assess and communicate needs, provide interpretation support for patients experiencing language barriers, and handle receptionist duties, visitor direction, and incoming calls. The role is entry-level and customer-service-focused, with minimal healthcare experience required. It requires comprehension of essential responsibilities and ongoing training to remain proficient with registration-process enhancements. Registrars collect and verify patient demographic, identity, and insurance information; document patient visits; support accurate patient encounters; and help ensure appropriate reimbursement. Financial duties include analyzing insurance eligibility and payer conflicts, confirming authorizations, providing procedure estimates and deductible information, collecting copayments and other financial liability, and referring self-pay patients to a Financial Counselor when appropriate. The role also involves preparing charts, scanning documents, securing consent signatures, following applicable billing and payment regulations, and meeting productivity standards. Registrars must use sound judgment concerning patient privacy and safety, respond appropriately to urgent situations, and work with patients, caregivers, family members, healthcare representatives, and conservators. Initial training lasts six months, with continuous education and additional training in registration procedures and 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 the 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.

Responsibilities

Greet patients and visitors promptly, professionally, courteously, and helpfully, in person or by phone.
Serve as the initial contact for calls related to patient privacy and services.
Communicate clearly and diplomatically with patients, caregivers, family members, coworkers, and visitors; listen effectively and demonstrate patience and understanding.
Document each patient's visit at the time of service.
Resolve customer complaints and deescalate confrontational situations using sound judgment.
Protect patient privacy and follow patient safety standards.
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 obtain accurate demographic and financial data.
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.
Scan medical record documents, insurance cards, and patient identification into the ADT system according to established procedures.
Obtain and witness signatures on consent-to-treat documents and disclosures as required.
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.
Contact conservators to obtain treatment consent and review demographic and regulatory forms.
Meet daily, weekly, and monthly productivity standards and respond to feedback on quality and productivity.
Complete HealthStream learning and ongoing education on recognizing critical symptoms, including stroke, heart attack, and suicidal or homicidal risk.
Complete the initial six months of training and continue training to remain proficient with registration-process 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 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 maintain accuracy.
Assist and support coworkers in their duties and perform other duties as directed or required.