Job Abstract

The Program Manager is responsible for growth, planning, programming, development, for services, operations and patient experience related to the specific service including transitions of care between the inpatient and outpatient services.

The Program Manager is responsible for growth, planning, programming, development, for services, operations and patient experience related to the specific service including transitions of care between the inpatient and outpatient services. The Program Manager is responsible for overseeing the development in multiple areas which may include the following: 1. Increasing referral base by community outreach to related physicians and/ or clinical services specific to the assigned service line. 2. Work with managed care team on payer relations. 3. Enhancing inpatient and outpatient team communication. 4. Collaborate with the marketing at KMC and development department at KSOM. 5. Improvement of family-centered care through integrative multidisciplinary approach. The Program Manager (PM) works with the Medical Director and Director of Clinical Operations to define and achieve operational goals for the specific department(s) related to their service line including satellite clinics, aligned with institutional goals for each pillar of achievement: a) Patient Care; b) Education; c) Research, and d) Community Outreach. 6. Engages in process improvement, program and system implementation, and facilitates projects with the multidisciplinary team across multiple specialties. 7. Triage patients to assure that they receive timely care based on the needs. The PM works closely with the medical staff and management team to enable the successful development, delivery and growth of the service line. The PM actively works with USC Care Ambulatory leadership, department chairs, practice plan administrators and physician leaders to organize business intelligence needs to enable improved business performance. Actively participates in problem solving patient issues by working through clinic personnel. Actively engaged in business development opportunities, enhancing physician relations, and developing payer relationships.

Essential Duties:

• Maintains a liaison relationship between the Keck Medicine of USC Ambulatory Services, Keck School of Medicine and Keck Medical Center of USC through attendance at meetings and through both written and oral communication.
• Coordinates and integrates the programs services on intradepartmental, interdepartmental and hospital wide levels. Establishes effective strategies for service line, programs, physician integration and resource utilization s with the goal of increasing service line growth, efficiency, and patient and family experience. Establishes and maintains ongoing process improvement and quality control projects which support the department, ambulatory operations, hospital operations and Keck Medicine of USC goals.
• Establishes effective strategies for service line, programs, physician integration and resource utilization s with the goal of increasing service line growth, efficiency, and patient experience. Establishes and maintains ongoing process improvement and quality control projects which support the department, ambulatory operations, hospital operations and Keck Medicine of USC goals.
• Promotes a positive customer service culture which encourages quality patient outcomes and increased patient and family satisfaction. Enhances the image of the USC Ambulatory Service Lines and institution. Responsible for the seamless integration of the patient experience across the continuum of care. Working with the Nurse Navigator, develops and fosters effective collaboration between outpatient and inpatient facilities, medical staff leadership and other affiliated services to ensure an integrated approach to providing efficient, cost effective services and fulfilling the system's goals and strategic growth objectives.
• Oversees and maintains standardized care plans with the multidisciplinary team of the field of specialty/ service line including care pathways and pre-op, post-op and discharge orders.
• Works with management to maintain and oversee the coordination of patient education materials, care guide and online videos. Tracks patient outcomes and patient and family experience and makes needed adjustments, in collaboration with executive and physician leadership.
• Complies with regulatory standards as they relate to the department. Maintains established policies and procedures, objectives, quality assurance program, safety standards, DHS standards and Title 22 standards.
• Assists in establishing goals and the budget to achieve optimal financial performance, patient, employee and physician satisfaction targets, policies/procedures and quality outcomes, aligned with Keck Medicine of USC pillars. Works with management is establishing the operating budgets for the various departments and monitors performance against budgets.
• Leadership demonstration of openness to change thorough implementation of creative programs that support achievement of strategic initiatives.
• Coordinates the activities of the assigned program 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 and between employee groups, other medical personnel, and patients and their family members.
• Ensures that all operations within the scope of the position are carried out in an ethical, responsible manner.
• Collaborates with Keck Marketing team and physician leadership to develop marketing and communication tactics that support service line strategies, direction, and increase reputation in the community. Works with marketing and strategic planning team to assess the marketplace and competitor data increase patient volume, referrals, and increase social media presence. Works to develop relationships with insurance companies to ensure quality of patient care which is cost-effective and timely.
• Responsible for business development activities of the assigned field of specialty or service line including hospital collaborations, physician outreach, continuing medical education programs and community outreach. Oversees existing and potential joint ventures or partnerships within the service line. Ensures the implementation of strategic business plans that aligns with the service line’s vision, strategic plans, and goals and monitors performance.
• Performs other related duties as assigned or requested.

Required Qualifications:

• Req Bachelor's degree Degree in a related field.

• In lieu of a bachelor’s degree, at least 5-7 years of experience working in a healthcare operational environment preferably with knowledge and experience specific to the assigned field of specialty or service line.

• Req 3 years With a bachelor’s degree: Minimum 3 years’ experience working in a healthcare operational environment, preferably with knowledge and experience specific to the assigned field of specialty or service line. OR
• Req 5 years With a High School Diploma/ GED: At least 5-7 years of experience working in a healthcare operational environment preferably with knowledge and experience specific to the assigned field of specialty or service line.
• Req Intermediate to advanced computer skills in Microsoft Office programs including Word, Excel, and PowerPoint
• Req Excellent analytical and organizational skills
• Req Excellent written and verbal communication skills, including presentations and negotiations.
• Req Strong interpersonal skills to handle sensitive situations and confidential information.
• Req Demonstrated poise, tact, diplomacy, and good judgment.
• Req Ability to collaborate across departmental lines, establish and maintain strong relationships with internal and external customers.
• Req Self-starter, self-directed and driven to excellence in all aspects of role.
• Req Able to make decisions effectively and with appropriate stakeholder input.
• Req Client service oriented (both internal and external)
• Req Ability to multi-task and prioritize workload in a fast-paced environment.
• Req Professional mannerisms, appearance, and executive presence
• Req Knowledge of relevant state and federal healthcare regulations
• Req Working knowledge of healthcare payment models, physician practice management, revenue cycle, payer contracting, managed care models, and Accountable Care Organization structure
• Req Working knowledge of the business of healthcare, data analysis/synthesis, and quality improvement, regulatory and legislative issues related to service line coordination.

Preferred Qualifications:

• Pref Master's degree Business Administration Degree in Business Administration, MHA or MPH related field preferred.
• Pref Progressive management experience preferably in a physician’s/ healthcare environment

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)

USC is an equal opportunity, affirmative action 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 will consider for employment all qualified applicants with criminal histories in a manner consistent with the requirements of the Los Angeles Fair Chance Initiative for Hiring ordinance. 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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