Patient Liaison - Concierge Medicine - Full Time 8 Hour Days (Exempt) (Non-Union)

Provides specialized assistance to patients and their families to effectively navigate through the Keck Medicine of USC's complex process of scheduling, admitting, discharge and follow-up to ensure a positive and simplified experience. Manages complaints and provides service recovery. Provides specialized professional support services to administrators and/or project managers in administrative projects. Assists in the administration and coordination of a variety administrative projects including planning, budgeting, organizing, research and delivery of services.

Essential Duties:

• Administration and coordination of a variety of projects and provides quality control. Develops and implements project goals, strategies and the development and implementation of policies. Assists with short and long term planning and design of project direction and objectives. Provides administrative functions such as planning, organizing, coordinating, scheduling and implementing project activities to meet objectives.
• Creates and ensures a positive, proactive patient experience for all patients, ensuring any special needs and requirements are met.
• Determines patient care needs and directs patients accordingly. This includes scheduling for appointments and patient registration.
• Ensures patient charts are prepared prior to appointment including x-rays and pertinent lab work, makes arrangements to obtain any special equipment needed. Sets up exam rooms, assists physician with exams as needed, monitors patient flow.
• Interfaces with faculty and/or staff and external contacts necessary to complete project assignments or for information exchange. Resolves problems or questions referred by project staff or administrators.
• Develops and maintains electronic databases and/or other records for reporting purposes. Enters and/or verifies database transactions as necessary. Provides technical support and design enhancements.
• Handles patient complaints received from initial intake to resolution and follow-up as directed; makes sure all complaints are entered into the appropriate database.
• Ensures health care delivery areas are fully stocked, organized, cleaned/disinfected while ensuring compliance with infection control policies. Handles supply ordering and equipment maintenance/monitoring.
• Ensures that physician orders for medications and treatments are implemented by the appropriate staff.
• Performs other related duties as assigned or requested.

Required Qualifications:

• Req Bachelor's degree in public relations, human resources/personnel management, psychology, counseling or related field.

• Combined experience/education as a substitute for education

• Req 4 years Experience in related field.
• Req 3 years Client Management experience.

• Req Demonstrated interpersonal, communication and customer service skills.
• Req Ability to establish and maintain effective working relationships with physicians, managers, staff, volunteers, auxiliary member, community and volunteer organizations, media and general public.
• Req Ability to communicate effectively in English both verbally and in writing.

Preferred Qualifications:

• Pref Master's degree in a related field
• Pref Specialized/technical training Graduate from an accredited Medical Assistant Program
• Pref 7 years Experience in related field.
• Pref Knowledge of medical terminology preferred.
• Pref Familiarity with word processing, GECB, COR, Cerner, ProSolv, and scheduling software is preferred.
• Pref Certified Phlebotomy Technician - CPT (CA DPH) Current and valid California Phlebotomy Certificate.

Required Licenses/Certifications:

• Req 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)
• Req Basic Life Support (BLS) Healthcare Provider from American Heart Association

The annual base salary range for this position is $60,320.00 - $94,020.00. 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.