PT Access Svcs Registrar I / PAS OP Registration

Hartford Healthcare•Hartford, CT

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, identifies and communicates points of intervention, and provides interpreter services when needed. Registrars support patient access and hospital financial goals by collecting registration, demographic, and insurance information; checking eligibility and payer conflicts; obtaining required authorizations; and verifying and collecting patient financial responsibility. They also prepare patient charts, direct visitors, meet productivity standards, and follow patient privacy, safety, and billing requirements. This is an entry-level, customer-service-focused position requiring minimal healthcare experience. The role involves initial training over the first six months and continued education to maintain proficiency in registration processes and related enhancements. The Registrar I level is expected to meet performance standards and metric goals, follow up accurately on registrations using work queues, understand coordination of benefits, and continually improve through training, coaching, and feedback.

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, benefit processing, and coordination of benefits.
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.
Ability to meet performance standards and metric goals and maintain accurate registration follow-up using work queues.

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 contact for calls concerning patient privacy and services, and communicate clearly and diplomatically with patients, coworkers, caregivers, family members, and visitors.
Document individualized patient visits at the time of service and use listening, comprehension, problem-solving, and de-escalation skills to address concerns.
Apply sound judgment regarding patient privacy and safety, and initiate patient or non-patient rapid responses to alert appropriate clinical teams.
Obtain and verify demographic, identity, insurance, and financial information needed for registration, treatment planning, and reimbursement.
Use patient identifiers and the ADT system accurately, and provide safe documentation to begin patient encounters for clinical and revenue-cycle teams.
Check insurance eligibility using online tools or by contacting payers or patients; assess payer conflicts and 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, and provide deductible and procedure-estimate information as applicable.
Scan medical record documents, insurance cards, and patient identification into the ADT system according to procedures.
Obtain signatures and witness consent-to-treat documents and disclosures as required; contact conservators when needed to obtain treatment consent and review forms.
Follow applicable CMS, DPH, state, and federal billing and payment regulations, as well as registration downtime procedures.
Use interpreter services as needed and provide interpretation for patients experiencing language barriers.
Meet daily, weekly, and monthly productivity standards and respond to quality and productivity feedback.
Complete required HealthStream learning and ongoing training, including training on recognizing critical symptoms and life-threatening conditions.
Develop proficiency in other registration areas to provide support and coverage, and assist coworkers with their duties.
During downtime, create labels and wristbands using Microsoft Word, photocopy insurance cards and photo IDs, handwrite pre-made charts, and enter downtime charts into the computer accurately and promptly.
Perform other duties as directed or required within the department and organization.