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Providence Health & Services Patient Care Representative III - Torrance *FT DAYS* in Torrance, California


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Providence is calling a Patient Care Representative III - Pmi Gi Torrance (Full-Time/Day-shift) to Providence Medical Institute in Torrance, CA.

We are seeking a Patient Care Representative III - Pmi Gi Torrance who will responsible for patient management, the flow of patients through the front office in an efficient and professional manner, the accurate coding of services rendered, over the counter cash management, verifying and communicating insurance and demographic information, extensive knowledge of the practice management system, including formatting, scheduling matrix, and inventory management.

Work to ensure safety, best practice, and high quality standards are maintained for the patient across the health care continuum.

Major challenges:

Effectively with a diverse population of patients and multi-disciplinary team members. Working in an environment of constant change. Balancing the complex daily workload while providing excellent customer service.

In this position you will:

  • Answer phones promptly. Screens and directs phone calls appropriately. Timely response to routine inquiries. Takes accurate and complete messages (100% of the time) and forwards messages promptly and accurately

  • Schedule patients in a timely and accurate manner

  • Complete patient check-in process. This includes:

  • Ensure patients sign the sign-in sheet

  • Verify/update or has patient complete new Patient Registration Form

  • Collect and ensure accurate insurance and demographic information

  • Copy insurance card

  • Initial Patient Registration Form and superbill to confirm completeness of insurance information

  • Collect patient copayments

  • Complete patient checkout process. This includes:

  • Maximizing collections by following department policies and procedures

  • Reviewing the patient superbill for completeness of services rendered, diagnosis, follow-up instructions and scheduling next appointment or completing patient recall card

  • Completes authorizations as directed by the insurance requirements and the physician/provider. Maintains authorization log and notifies patient of receipt of authorization within twenty-four hours. Notify physician/provider within 24 hours of any denials

  • Maintain an orderly and pleasing work space that ensures the integrity and safety of the practice, patients and personnel

  • Responsible for accurate coding and batching of services rendered. Prepare paperwork, including accurate completion of Batch Summary Form (95% of the time) and submit within forty-eight hours the completed required information to the Central Billing Office

  • Responsible for maximizing collection of all over the counter payments due at time of service. This may include copayments, deductibles, uninsured and patient balances. Manage received cash by adhering to the department policy and procedure on cash control

  • Responsible for maintaining and documenting an appropriate inventory of front office supplies

  • Has substantial knowledge of practice management information system, can review and understand patient profile summaries, make entries to receivable program and format scheduling matrices

  • Responsible for timely and accurate verification of patient insurance and demographic information and ensures the communication of this information to the appropriate staff

  • Maintaining an orderly and pleasing work space that ensures the integrity and safety of the practice, patients and personnel

  • Scan and link text/images in Electronic Medical Record

  • Serve as liaison with employers for worker’s compensation and employer bulk and MILCM, to facilitate workflow and customer service

  • Responsible for completing worker’s compensation first reports and status reports

  • Responsible for reporting status of diagnostic/specialty services ordered by rendering physician at the site in a timely manner, as specified by supervisor

  • Responsible for the coordination and oversight of Employer Bulk Accounts and the work is completed timely and accurately

  • Responsible for completing specialty services batching accurately and timely

  • Responsible for “Rounding with Purpose” and being the Patient Advocate

  • Documentation/Information Management: Utilizes MIS systems according to policy and procedure. Appropriate care and maintenance of MIS system needs to be observed at all times

  • Development: Keeps abreast of department policies and procedures by positively participating in staff meeting and inservices (minimum of 8/year)

  • Performance Improvement: Participate in CQI and/or quality management activities as identified by supervisor

  • Budgetary: Responsible to use equipment and supplies efficiently and to make suggestions for cost cutting initiatives to supervisor as needed

  • Work with all clinical teams as a resource on care coordination of all patients of the practice, this would include the following:

  • Pre-visit planning workflow to ensure care completion prior to visit whenever possible. Serves as a resource to clinical staff and providers to meet quality goals by reaching out to patients, treats caregivers, physicians, NPs/PAs, visitors, patients and families with dignity and respect

  • Develop relationships with patients as an integral member of team by phone, portal, etc.

  • Provide follow-up contact with patient as indicated to ensure compliance with recommendations, medications, lab/x-ray, specialist visits, PCP visits, dieticians, CDE, etc.

  • Anticipate the needs of the patient populations, seeing that necessary documentation and pre-visit planning is completed or requested before patient visit

  • Communicate barriers to providers when patient has not kept important appointments

  • Coordinate many administrative aspects of the patient's care; referrals to specialists, hospitalizations, ER visits, ancillary testing, and other enabling services

  • Provide timely information to patients and/or family for effective care coordination and enhanced patient care team communication

  • Maintain accurate and timely documentation

  • Provide educational resources to the patient/family as appropriate as instructed by the physician or registered nurse

  • Participate in huddles and team meetings


Required qualifications for this position includes:

  • 3 years recent health care experience working in a clinical setting

  • 2 years experience with electronic medical records

  • 2 years coordination of administrative aspects of patient care

  • Knowledge of ICD-9 / CPT Coding

  • Basic computer skills including Microsoft Windows and Office applications

  • Proficient computer-data entry, retrieval and report generation

  • Typing / keyboarding skills 45 WPM

  • Is involved in the resolution of urgent or time-consuming tasks that improve quality, team efficiency, and patient or office flow.

  • Knowledge of common safety hazards

  • Knowledge of HIPAA (Health Information and Portability Accountability Act) privacy and confidentiality policies to all daily activities

  • Analyzes problems skillfully and works with co-workers to identify areas for improvement

  • Demonstrates critical thinking skills using sound judgment in the coordination of patient care

  • Excellent written, verbal and listening communication skills

  • Attention to detail following detailed procedures and ensures accuracy in documentation and data.

  • Manages multiple priorities and time effectively and efficiently

  • Ability to identify and resolve problems

  • Ability to apply guidelines and protocols

  • Ability to work with diverse patients/family populations

  • Ability to work independently, while collaborating with other team members

  • Demonstrates excellent customer service while actively incorporating the Providence Mission, Standards of Behavior and Core Values into daily activities

  • Ability to establish and maintain effective working relationships with patients, families, medical staff and co-workers

  • Ability to self-motivate, prioritize and invest in a change process to improve efficiencies

  • Ability to work independently while collaborating with other team members

About the hospital you will serve:

Providence Health & Services is further developing its physician integration strategy. Historically, the largest asset has been Providence Medical Institute, a medical foundation that provides administrative and other support services to affiliated medical groups. Providence Medical Institute is expected to grow significantly in the next several years, bringing with it facilities, staff and physician growth to support that objective.

We offer comprehensive, best-in-class benefits to our caregivers. For more information, visit

Our Mission

As expressions of God’s healing love, witnessed through the ministry of Jesus, we are steadfast in serving all, especially those who are poor and vulnerable.

About Us

Providence is a comprehensive not-for-profit network of hospitals, care centers, health plans, physicians, clinics, home health care and services continuing a more than 100-year tradition of serving the poor and vulnerable. Providence is proud to be an Equal Opportunity Employer. Providence does not discriminate on the basis of race, color, gender, disability, veteran, military status, religion, age, creed, national origin, sexual identity or expression, sexual orientation, marital status, genetic information, or any other basis prohibited by local, state, or federal law.

Schedule: Full-time

Shift: Day

Job Category: Patient Services

Location: California-Torrance

Req ID: 322434