PT Access Svcs Registrar I / OP PAS Registration

Location: 79 Retreat Ave HH Brownstone, New York, NY 10065

Schedule: Monday-Friday, 8:00am–4:30pm

About the role

Patient Access Services (PAS) Registrars are the patient’s first point of contact for seeking service at Hartford HealthCare facilities. This position is accountable for meeting and greeting visitor/patient needs by assessing and communicating points of intervention, including providing interpretation for patients experiencing language barriers.

There are three PAS Registrar levels defined that align with years of relative experience, applicable knowledge, and proficiency scope. Financial responsibilities include obtaining patient personal information via registration/admissions, verification, and collection of co-payments, providing deductibles and estimate prices for procedures, and ensuring proper payment for services rendered, including third-party payers. PAS Registrars ensure department and hospital financial goals are achieved through demonstrating critical decision-making, analyzing insurance eligibility, analyzing payer conflicts, and ensuring authorization is on file.

PAS Registrars are responsible for practicing sound decision-making as it relates to patient privacy and safety standards. Patient Access is committed to anticipating the needs of patients and exceeding patient expectations, as well as preparing patient charts, meeting daily, weekly, and monthly productivity standards, and directing visitors and other receptionist duties. This position is an entry-level role that requires minimal healthcare experience but is customer service-focused.

Responsibilities

• Exhibits excellent communication and customer service skills at all times.
• Greets patients and visitors in a professional, prompt, courteous, and helpful manner as soon as possible, whether in person or via phone.
• Demonstrates problem-solving skills, patience, and understanding.
• Serves as the first/initial point of contact for incoming calls related to patient privacy and services.
• Documents individualized visits with patients at the time of service.
• Communicates clearly, calmly, and diplomatically with customers, co-workers, and visitors.
• Utilizes listening and comprehensive skills.
• Develops organizational skills, flexibility, and time management skills to accomplish daily tasks.
• Assesses, analyzes, and effectively uses decision-making skills to resolve customer complaints and de-escalate confrontational situations.
• Practices sound decision-making as it relates to patient privacy and safety standards.
• Interacts with patients, caregivers, and family members to serve as the intermediary.
• Assesses the need to correspond with the patient’s healthcare representative or conservator to complete the registration process.
• Obtains vital demographic and insurance information necessary to verify a patient’s identity, accuracy of the ADT system, the patient’s treatment plan, and reimbursement.
• Utilizes patient identifiers to correctly select patient medical records and obtain accurate demographic and financial data.
• Provides safe and accurate documentation to start the patient encounter for clinical and revenue cycle teams.
• Utilizes various online eligibility products and/or calls payors or patients for accurate billing information.
• Assesses the need to refer self-pay patients to a Financial Counselor.
• Verifies and collects patient financial liability due at the time of service to increase financial stability for the organization.
• Scans all medical record documents, insurance cards, and patient identification into the ADT system according to established procedures.
• Secures signatures and appropriately witnesses all consent-to-treat compliance documents and disclosures as deemed necessary.
• Follows all CMS, DPH, State, and Federal guidelines for compliance with appropriate billing and payment regulations.
• Utilizes interpreter services as needed to perform registration duties.
• Initiates patient and non-patient rapid response to alert appropriate clinical teams.
• Provides input on action plans to mitigate patient identification errors.
• Notifies all conservators to obtain consent for treatment and reviews all demographic and regulatory forms.
• Meets productivity standards on a daily, weekly, and monthly basis.
• Receptive to feedback on quality and productivity standards.
• Completes continuous education on identifying critical symptoms such as stroke, heart attack, suicidal, homicidal, and any other life-threatening conditions on arrival.
• Completes HealthStream learnings as required.
• Completes initial 6 months of training for comprehension of essential job responsibilities and continuous training to remain proficient with front-end enhancements to the registration process.
• Develops proficiencies in other areas of registration to provide additional support and coverage.
• Adheres to registration downtime procedures.
• Creates downtime labels and wristbands using Microsoft Word.
• Photocopies insurance cards and patient photo IDs.
• Handwrites pre-made downtime charts.
• Inputs all downtime charts into the computer accurately, efficiently, and as soon as possible.
• Performs other duties as directed/required within the department and at an organizational level.
• Regularly assists/supports coworkers in every aspect of their duties.

PAS Registrar Levels

• PAS Registrar Level I
  • Exhibits excellent customer service skills at all times.
  • Utilizes various online eligibility products and/or calls payors or patients for accurate billing information.
  • Continuously improves own performance through HealthStream training and coaching, assesses and responds to feedback provided through the quality monitoring tool and productivity reporting.
  • Meets performance standards and metric goals.
  • Follows up on registrations with a high level of accuracy through the usage of work queues.
  • Knowledge and understanding of coordination of benefits.
  • Attention to detail, multitasking, and adaptive to change.
  • Self-motivation, high-energy, tenacity.

Requirements

• Education: High School Diploma/GED equivalent.
• Experience: 6 months.
• Language Skills:
  • Minimum: Excellent verbal and written communication skills.
  • Preferred: Excellent verbal and written communication skills; multilingual desired.

Skills

• Excellent customer service skills.
• Knowledge and understanding of insurance terminology and benefit processing.
• Attention to detail, multitasking, analytical skills, and adaptive 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-motivated, high-energy, tenacity.

Benefits

Hartford HealthCare offers a competitive benefits program designed to ensure work/life balance, including opportunities for career development and growth.