Patient Navigator (Non-Nurse) - USC Cancer Center LA - Full Time 8 Hour Days (Non-Exempt) (Non-Union)

The Non-Nurse Patient Navigator assists with all aspects of patient care for clinic/unit. He/She serves as a primary contact caregivers who require assistance in understanding clinic processes and accessing necessary departments/personnel. Takes accountability for the patients' beginning-to-end experience regardless of their needs. Assists patients in eliminating barriers to care by referring to community resources and/or appropriate staff members. Assists/coordinates patient appointments and follow up. The Patient Navigator assists multidisciplinary team in managing the care of the patient through all phases (In-take/Evaluation/Listed) by acting as a liaison between the clinic and referring physicians; assists in managing follow-up care for post surgical patients by setting up follow up care appointments; and/or coordinating an organized and efficient case flow of clinic scheduling.

The Non-Clinic Patient Navigator assists with all aspects of patient care. From new patient registration, scheduling and Confirming appointments to assisting in scheduling ancillary services, such as radiology studies, Port-a-Catheter placement. The navigator will be responsible for uploading all necessary records and/or imaging ensure the submission of authorizations for services. The navigator will document accurate insurance information and discuss financial responsibility and benefit information with guests. The navigator will be responsible for working closely with the Los Angeles team to accurately adjudicate Letters of Agreement and/or assist the guest with any financial concerns. Takes accountability for the patients' beginning-to-end experience regardless of their needs. Assists patients in eliminating barriers to care by referring to community resources and/or appropriate staff members. Assists multiple providers in ensuring that patients have access to the services needed in a timely manner and will be available to support providers or guest at locations necessary The patient experience is the primary focus for this position and as a Patient Navigator, all patient needs of the individual are met with customer service excellence and KNOWN standards of ethical care. The patient navigator commits to and believes in the "The Keck Commitment" of values and fairness. This position will report and escalate any concerns to the Administrative Clinic Manager.

Essential Duties:

• Clerical 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. Obtaining required outside medical records, entering demographic information into computer system, providing, and booking appointments in Cerner, providing medical records to physician for review, verifying insurance and obtaining authorization for visits and procedures. Understanding how to check orders in Cerner and knowledge of various insurance types, changes in plans, updates, authorizations for treatment and injections. Schedules patient’s evaluation and clinic appointments in a timely manner, and at the request of the physician and or trainer, while accommodating patient’s needs. This includes but not limited to laboratories, diagnostic testing and consultations as needed. Fulfills other department scheduling functions per department procedures and protocols. Proactively manages student athlete schedule, and provide navigation services through Keck outpatient, ancillary and inpatient services to create a well-managed operational flow and positive patient experience. Gives proper patient instructions and communicates back to appropriate physicians. Coordinates scheduling of all services and diagnostic testing for patient which include sending any instructions to patients and compiles letters of medical necessity. Assists clinic with clerical and scheduling needs as required to assure business processes are set up correctly. Work closely with business office counterpart to assure bills are directed to the correct insurance’s carrier – individual insurance, HMO/PPO, Medicare, Medicare Advantage and EPO insurances. Available to physicians, front office staff, or clinical personnel during business operation hours. Provides coverage as needed for the Navigator Team. Contacts and distributes messages to medical personnel and all staff using a variety of electronic messages including text, voice, and email systems. Reads and responds to email throughout the day.
• 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. Is held accountability for the patient experience on site and virtual. Provides information and guidance to patients regarding all areas of patient care. This includes but not limited to scheduling, New Patient paperwork, and follow-up appointments. Provides appointment confirmation Escorts patients to other departments if needed, provides directions to other departments within USC system. Works with patient as appropriate to refer to internal supportive care services: dietician, social worker, financial counselor, etc. Educates and supports patients on ways to keep compliant with care instructions. Assists patients to overcome barriers to care, e.g. transportation, coordination of translation services, financial assistance, etc. Facilitates communication between patient and caregivers, and all members of the care team, nurses, lab, pharmacy, etc. Communicates all changes with patient and case information to all involved personnel. Works with various personnel to resolve issues and accommodate patient. Adheres to policies aimed to protect patient confidentiality.
• Teamwork/Collaboration Demonstrates flexibility in 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.

Required Qualifications:

• High school or equivalent

• Must be comfortable with computers and medical terminology.
• In depth knowledge of all insurance types.
• Must have excellent communication skills, including the ability to speak, read and write English proficiently.

Preferred Qualifications:

• Bachelor's degree in a related field
• 2 years Experience in acute care or ambulatory care setting.
• Familiarity of word processing, Microsoft Outlook. Cerner, PBAR and scheduling software is preferred.
•  Knowledge of medical terminology preferred.
• Basic Life Support (BLS) Healthcare Provider from American Heart Association

Required Licenses/Certifications:

• Fire Life Safety Training (LA City) If no card upon hire, one must be obtained within 30 days of hire and maintained by renewal before expiration date. (Required within LA City only)

The hourly rate range for this position is $25.00 - $39.69. 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.