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Keck Medicine of USC

Keck Medicine of USC is the University of Southern California’s medical enterprise, one of only two university-based medical systems in the Los Angeles area. Keck Medicine combines academic excellence, world-class research and state-of-the-art facilities to provide highly specialized care for some of the most acute patients in the country.

Our internationally renowned physicians and scientists provide world-class patient care at Keck Hospital of USC, USC Norris Cancer Hospital, USC Verdugo Hills Hospital, USC Arcadia Hospital and more than 100 unique clinics in Los Angeles, Orange, Kern, Tulare and Ventura counties.

Keck Medical Center of USC, which includes Keck Hospital and USC Norris Cancer Hospital, is among the top 50 hospitals in the country in eight specialties, as well as the top three hospitals in metro Los Angeles and top 10 hospitals in California, according to U.S. News & World Report’s 2022-23 Best Hospitals rankings.

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Program Manager, Patient Experience - International Relations - Full Time 8 Hour Days (Exempt) (Non-Union)

Keck Medicine of USC Hospital Los Angeles, California

The Program Manager manages the Remote Second Opinion (RSO) program, including but not limited to the development, implementation, and evaluation of health-focused program policies, goals, and objectives, program management/organization/planning, financial performance monitoring and standards development for quality assurance, program improvement, program efficiency evaluation, protocols and best practices research and analysis for program improvement, among other related functions. Conducts training for clients, providers, and staff members of the program. Serves as a liaison to operations and clinical administration to ensure alignment. Contributes to the design of program content, policies and strategic planning efforts. This position will manage the international patient care program; serves as the manager for patients and caregivers who require assistance in understanding clinic processes and accessing necessary departments/personnel; takes accountability for the program's patients' beginning-to-end experience; Leads staff members to assist patients with eliminating barriers to care, such as scheduling appointments and follow up. The Program manager works with other team leaders in marketing, business development, and administration to support the three pillars of the international programs – patient care, education & training, and advisory services.

Essential Duties:

  • Manage, operate, and improve the Remote Second Opinion Program. Plan and develop program objectives and/or content. Research and analyze protocols, best practices and make recommendations to leadership regarding impact on services.
  • Assess quality of program operations. Modify existing program services or create new program offerings to maintain or enhance program standing. Collect data, evaluate, prepare reports on performance of the program.
  • Manage the dissemination, interpretation and application of program policies and recommends or make exceptions.
  • Manage the delivery of services to program participants and/or beneficiaries. Set and communicate program priorities and performance standards and assess operations using these criteria. Plan and conduct quality assurance reviews and recommend changes as appropriate.
  • Monitor financial performance and develop standards for evaluation.
  • Plan and coordinate international health outreach to design and develop mutually cooperative programs among different international health facilities as well as training and cooperation between health care professionals.
  • Assist with managing international advisory services.
  • Lead staff members to schedule patient’s evaluation and clinic appointments in a timely manner, and at the request of the physician, while accommodating patient’s needs, including but not limited to laboratories, diagnostic testing, remote second opinion, and in-person or tele-consultations as needed.
  • Utilize courtesy, compassion, kindness and honesty while interacting with public, patients, providers, and staff members. Accountable for international patients’ and their caregivers’ overall experience. Train and lead staff members to provide patients and caregivers with information and guidance throughout the continuum of care, including but not limited to scheduling, paperwork, and follow-up appointments.
  • Manage and lead staff members to escort patients and provide directions to Keck Medicine of USC clinics within USC Health system as needed.
  • Facilitate communication between patient and caregivers, and all members of the care team, including physicians, nurses, lab, etc. Communicate all changes with patients and case information to all involved personnel. Work with various hospital personnel to resolve issues and accommodate patients.
  • Perform other duties assigned

Required Qualifications:

  • Req Master’s degree in Arts/Sciences (MA/MS) in Public Administration
  • Req 3-5 years Experience in healthcare and/or hospitality field, with demonstrated achievements in leading, implementing, improving and maintaining patient/family satisfaction programs across the continuum of care with exceptional results.
  • Req Demonstrated knowledge and experience with remote second opinion business;
  • Req Familiar with both business-to-business and business-to-customer models, workflow, protocols, and nuances of offering RSO business in different countries.
  • Req Experience in coordinating international patients’ care program from patient inquiry response, financial clearance, appointment scheduling, patient navigation, and follow-up requests.
  • Req Demonstrated ability in international program policy and process planning and development.
  • Req Proven ability to adopt quantitative and qualitative approaches to evaluate program performance.
  • Req Proven self-starter who earns the respect of others by carefully listening and presenting productive responses and/or results;
  • Req Skills in MS Office, Cerner and REDCap;

Preferred Qualifications:

  • Pref Language skills, including Spanish, Arabic, Mandarin, Korean, or Armenian is a plus

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 annual base salary range for this position is $95,680.00 - $158,230.00. 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.


REQ20149292 Posted Date: 06/03/2024

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