PT Access Svcs Registrar I / PAS Backus SSO

Hartford Healthcare•Norwich, CT

18h

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 role greets and assists patients, assesses service needs, communicates points of intervention, and provides interpretation support for patients experiencing language barriers. This is an entry-level, customer service-focused position requiring minimal healthcare experience and ongoing training to maintain proficiency with registration processes and enhancements. The Registrar obtains and verifies patient demographic, identity, insurance, and financial information; registers and admits patients; verifies eligibility and authorization; explains estimates and deductibles; and collects payments due at the time of service. The role supports accurate patient identification, documentation, billing, reimbursement, privacy, and safety. Additional duties include preparing charts, scanning documents, directing visitors, answering calls, meeting productivity standards, and supporting coworkers and registration operations. The position requires six months of experience and a high school diploma or GED equivalent.

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.
Serve as an initial point of contact for incoming calls related to patient privacy and services; communicate clearly and diplomatically with patients, caregivers, family members, coworkers, and visitors.
Document individualized patient visits at the time of service and listen, assess needs, solve problems, and de-escalate complaints or confrontational situations.
Practice sound decision-making regarding patient privacy and safety, and serve as an intermediary among patients, caregivers, and family members.
Assess whether a patient’s healthcare representative or conservator must be contacted to complete registration or provide consent for treatment.
Obtain and verify 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 and patient encounter documentation.
Use online eligibility tools or contact payers or patients to obtain accurate billing information; analyze insurance eligibility and payer conflicts and ensure authorization is on file.
Refer self-pay patients to a Financial Counselor when appropriate.
Verify and collect patient financial liability due at the time of service, including applicable copayments, deductibles, and estimated procedure costs.
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 requirements.
Use interpreter services as needed to perform registration duties.
Initiate patient and non-patient rapid responses to alert appropriate clinical teams, and 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 performance standards; follow up on registrations using work queues and maintain accuracy.
Receive and respond to feedback on quality and productivity, using HealthStream training and coaching to improve performance.
Complete continuing education on identifying critical symptoms, including stroke, heart attack, suicidal or homicidal behavior, and other life-threatening conditions on arrival.
Complete required HealthStream learning and initial six months of training; 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 patient photo IDs, handwrite pre-made downtime charts, and enter downtime charts into the computer accurately and promptly.
Assist and support coworkers in all aspects of their duties and perform other duties as directed or required within the department and organization.
Demonstrate knowledge of coordination of benefits and meet performance standards and metric goals.