Patient Experience Business Services and Navigator - Patient Experience - Full Time 8 Hour Rotating Shift (Exempt) (Non-Union)

The Patient Experience Business Services and Navigator plays a critical role in advancing the operational and strategic goals of the Patient Experience department, with a particular focus on the growth and sustainability of the Friends of Keck Program. This program engages highly visible and influential individuals within the University and community, ensuring that their health care experiences remain seamless, private, and reflective of Keck Medicine's commitment to excellence. This position is responsible for building the operational and business infrastructure necessary to support program development, data management, and service coordination. The incumbent will serve as a central point of navigation—connecting patients, physicians, and administrators—and will demonstrate sound judgment, discretion, and exceptional interpersonal skills in managing sensitive and high-profile relationships. In collaboration with department leadership, the Patient Experience Business Service Navigator will lead efforts and manage the direction of strategic goals, driving projects that enhance service excellence and operational efficiency. The role includes coordinating data analysis in partnership with our data informatics team and ensuring project deliverables are met on time, within budget, and established quality standards and standard work development for the Friends of Keck program. The ideal candidate is a proactive problem-solver and trusted liaison who can anticipate needs, resolve issues quickly, and build meaningful relationships across departments and leadership levels. This role requires strong organizational, analytical, and communication skills, as well as the ability to navigate complex systems with professionalism and grace.

The Non-Clinical Patient Navigator serves as a central point of contact for patients and their families, providing personalized support and guidance throughout their healthcare journey. This role is essential in delivering a seamless, compassionate, and patient-centered experience, while also supporting the operational goals of the health system and its care programs. The Navigator assists with all non-clinical aspects of patient care, acting as a knowledgeable resource to help patients and caregivers understand clinic workflows, access the appropriate departments, and connect with the right personnel. They take full ownership of the patient's journey from initial contact to follow-up, ensuring timely coordination and resolution of needs, regardless of complexity. Key responsibilities include: • Coordinating new patient registration and intake • Serving as a liaison between patients, providers, and referring physicians • This role will safeguard the privacy of high-profile patients, including celebrities, public officials, and senior university leadership • Scheduling appointments and managing follow-up care • Helping patients overcome barriers to care by facilitating referrals and support services • Collaborating with the multidisciplinary care team across all phases of care (intake, evaluation, post-care) In addition to patient-facing duties, the Navigator supports business operations by: • Maintaining accurate records and managing patient flow using Salesforce or other CRM tools • Collecting and tracking patient data to support program metrics, process improvement, and reporting requirements • Supporting presentations and operational insights by creating data-driven summaries and dashboard contributions • Assisting in special projects aimed at enhancing efficiency, patient satisfaction, and referral management This position plays a key role ensuring both the patient's experience and the overall effectiveness of healthcare.
 

Essential Duties:

• Maintains established policies and procedures, objectives, quality assurance program, safety standards, CDPH standards with Title 18 and Title 22 standards knowledge.
• Assists in developing and monitoring workflow systems and optimization. Ability to identify inefficiencies and recommend and implement process improvements
• Collects statistical data for administrative purposes, prepares patient experience reports for presentation to hospital leadership and medical staff members as needed and related to program ROI
• Aligning with Development teams to identify and support potential grateful patient pathways through exceptional service experiences.
• Develops management objectives and policies for the various departments and monitors results. Interprets objectives, policies, and procedures.
• Liaise with project stakeholders on an ongoing basis. Including key partnerships with office of development, access, marketing and clinical leaders to support highly visible patient relationships. Optimizing referral management to continue to grow referring providers to the Friends of Keck Program. Coordinates the activities of the assigned departments with other departments both within and outside the hospital; Resolves problems with department heads concerning use of resources; Encourages and maintains open lines of communication with all project stakeholders.
• Assists Administration with special projects and with short and long-term strategic planning.
• Attends promptly to the administrative details of the position including preparation of reports, completion of performance appraisals, and other employee-related actions.
• Ensures that all operations within the scope or the position are carried out in an ethical, responsible manner.
• Develops, with the help of the responsible department heads, standard operating procedures for the departments within the position’s span of control. Coordinates with other departments and medical staff as needed.
• Participates in administrative staff meetings and attends other meetings as assigned.
• Collaborating with clinical and administrative IT teams to refine patient journey through the health system.
• Maintain and facilitate quarterly Navigator Network Meetings-Foster cross-functional collaboration, share best practices, align communication to support a consistent delivery of high quality, patient-centered service across departments and specialties.
• Facilitate new patient registration to generate accurate medical record identification and coordination of the procurement of outside medical records-Ensuring timely retrieval from external providers or facilities. Accurate uploading of proper documentation into the patient’s electronic medical record (EMR) to support continuity of care and clinical decision-making.
• Conduct insurance verification and initiate authorization requests for clinic visits, diagnostic testing, and specialty procedures to ensure coverage, minimize delays, and support a smooth patient access experience.
• Performs other duties as assigned or requested.

Required Qualifications:

• Req High School or equivalent
• Req 5 years Experience in hospital/healthcare environment with project management and/or major impact project development responsibilities.
• Req Demonstrated experience in organizing and defining tasks, setting priorities, working independently, and following through with minimal direction in order to perform effectively under conditions of frequent interruptions, fluctuating workloads, and conflicting time demands.
• Req Proficiency with program operations in healthcare setting
• Req Demonstrated interpersonal communication and customer service skills.
• Req Ability to establish and maintain effective working relationships with physicians, managers, staff, and general public.
• Req Demonstrated ability to handle confidential material with discretion.
• Req Ability to communicate effectively and diplomatically with a wide variety of constituents to include: patient and family, staff, faculty, alumni, business, political and community leaders and the general public is essential.

Preferred Qualifications:

• Pref Bachelor’s Degree Degree in a related field
   

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).

The annual base salary range for this position is $68,640.00 - $112,370.00 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.

                                                  

USC is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability, or any other characteristic protected by law or USC policy. USC observes affirmative action obligations consistent with state and federal law. USC will consider for employment all qualified applicants with criminal records in a manner consistent with applicable laws and regulations, including the Los Angeles County Fair Chance Ordinance for employers and the Fair Chance Initiative for Hiring Ordinance, and with due consideration for patient and student safety. Please refer to the Background Screening Policy Appendix D for specific employment screen implications for the position for which you are applying. 

We provide reasonable accommodations to applicants and employees with disabilities. Applicants with questions about access or requiring a reasonable accommodation for any part of the application or hiring process should contact USC Human Resources by phone at (213) 821-8100, or by email at uschr@usc.edu. Inquiries will be treated as confidential to the extent permitted by law.

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