Healthcare Navigator

The University of Southern California (USC), founded in 1880, is the largest private employer in the City of Los Angeles. As an employee of USC, you will be a part of a world-class research university and a member of the "Trojan Family," which is comprised of the faculty, students and staff that make the university what it is.

The Keck School of Medicine of USC Department of Neurological Surgery is currently seeking a staff Healthcare Navigator. The candidate will act as a liaison between patients and physicians, facilitating clinical services; provide support and guidance to new patients (e.g., communicating required information before first appointments); and develop resources, activities, and events to improve the patient care experience. The Healthcare Navigator will assist with building rapport with physicians and referring clinicians, and provide scheduling, authorizations, and navigational support for patients undergoing cranial neurosurgery at Keck Hospital of USC.

Essential Duties:

Patient Navigation/Customer Service. Utilizes courtesy, compassion, kindness and honesty while interacting with patients, care givers, and all clinic personnel. Always greets patients in a courteous and professional manner. Acts as a point of contact for patients and care takers. Evaluates and streamlines patient care to improve the patient experience. Develops strategies and serves as a key resource for clinics. Assesses patients’ barriers to healthcare and develops, implements, and evaluates individualized care plans, as needed. Acts as point of contact for new patients, providing regular communication, support, and guidance. Facilitates new patient schedules and records feedback/complaints. Makes scheduling changes/exceptions for patients needing urgent appointments. Creates, updates, and communicates physician protocols with faculty and clinic staff. Reports on patient care status, progress, issues and results to physicians and supervisors. Creates referral materials and updates new patient packages. Manages doctor-assigned tasks. Collaborates with clinical staff for other patient care aspects including appointments, testing, and authorization with other internal/external stakeholders. Coordinates and attends appointments and connects patients to all needed pre- and post-care treatments. Attends regular meetings and trainings to support patient care. Participates in patient care related events.

Clerical/Administrative. Has thorough understanding and expertise in the use of computer systems, e.g. Cerner. Demonstrates accuracy and thoroughness in entering information into computer systems. Communicates thoroughly with patients in clear and concise language. Accurate phone communication is imperative. Responsible for neurosurgery scheduling including insurance authorizations, preoperative clearances, resource coordination, and patient scheduling. Manages calendar, organizes and expedites flow of work through supervisor's office. Composes and produces a variety of business correspondence, reports, confidential documents and/or forms, and related materials. Manages marketing and social media efforts and other projects as assigned to support the neurosurgery program.

Teamwork/Collaboration. Demonstrates flexibility in being available and working with other covering individuals. Possesses ability to work independently and in a team setting. Maintains an open line of communication with management and other staff and always demonstrates a professional demeanor. Involved with and keeps up to date of changes within the USC healthcare system, insurances, authorizations, and schedules for all clinic locations.

Performs other related duties as assigned.

The candidate will work collaboratively with an interdisciplinary team of physicians, nurses, and administrators. This is a unique opportunity to work with a dedicated faculty of neurosurgeons who are committed to building a world-class clinical practice.  2-3 years of clinical, administrative, and office experience in a medical/clinical setting, preferably in an acute care or ambulatory care setting, is required. Knowledge of medical terminology is highly preferred.

This position offers a competitive salary with excellent university benefits.

Hourly range

The salary range for this position is $35.77 - $44.78 per hour. When extending an offer of employment, the University of Southern California considers factors such as (but not limited to) the scope and responsibilities of the position, the candidate's work experience, education/training, key skills, internal peer equity, federal, state, and local laws, contractual stipulations, grant funding, as well as external market and organizational considerations.

Apply here and for further inquiries contact:

Jacqueline Sandoval

Senior Office Manager

USC Department of Neurological Surgery 

1540 Alcazar Street, Suite 204-Y

Los Angeles, CA 90033

Office: 323-287-7741

e-mail: Jacqueline.Sandoval@med.usc.edu

The University of Southern California strongly values diversity and is committed to equal opportunity in employment. Qualified women and men, and members of all racial and ethnic groups, people with disabilities, and veterans are encouraged to apply.

Minimum Education: Bachelor's degree Addtional Education Requirements Combined experience/education as substitute for minimum education Minimum Experience: 2 years Minimum Skills: Experience providing medical/clinical guidance. Advanced judgment, analytical, and decision-making skills, able to work independently with minimal supervision. Data gathering and analysis skills. Excellent time management skills. Demonstrated interpersonal, negotiation and problem-solving skills. Experience in customer service. Practiced use of discretion and decision-making ability. Excellent written and oral communication skills. Proven ability to build and maintain deep and meaningful relationships with community members and outside agencies. Preferred Education: Related undergraduate study And Specialized/technical training Preferred Certifications: BLS/CPR Certifications in CPR, basic life support and/or mental health first aid. Preferred Experience: 2 years Preferred Skills: Demonstrated experience in community healthcare and/or street medicine. A current understanding and appreciation of the cultural vibrancy and historical significance of local communities in Los Angeles and Southern California. Extensive knowledge and/or understanding of numerous cultural issues (e.g., immigration, socioeconomic, LGBTQIA+). Fluent in one or more languages in addition to English (e.g., Spanish, Korean, American Sign Language).