Assists with all aspects of patient care: serves as a primary contact for patients and 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. Assists multidisciplinary team in managing the care of the patient thru 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. Assists the office with clerical duties and other duties as assigned. Must have excellent communication skills, including the ability to speak, read and write English proficiently. Must be comfortable with computers and medical terminology. In depth knowledge of all insurance types.
Essential Duties:
- Clerical 1. Has thorough understanding and expertise in the use of computer systems, e.g. Cerner and GE Centricity Business. Demonstrates accuracy and thoroughness in entering information into computer systems. 2. Processes new referrals in a timely manner; this includes obtaining required outside medical records, entering demographic information into computer system as assigned, providing medical records to physician / multidisciplinary team for review, verifying insurance and obtaining authorization for visits and procedures as assigned. 3. Coordinates scheduling of patient’s evaluation and clinic appointments in a timely manner, and at the request of the physician, while accommodating patient’s needs. This includes but not limited to: laboratories, diagnostic testing and consultations as needed. 4. Gives proper patient instructions, and schedules patient mandatory teaching classes as needed..
- Patient Navigation/Customer Service 5. Acts as a single point of contact for patients and caregivers, and takes accountability for their patient experience. Provides information and guidance to patients and caregivers regarding all areas of patient care. This includes but not limited to: scheduling, paperwork, and follow-up appointments. 6. Utilizes courtesy, compassion, kindness and honesty while interacting with public, patients, and all clinic personnel. Greets patients in a courteous and professional manner. 7. Escorts patients to other departments if needed, provides directions to other departments within USC system. 8. Administers screening tools to assess patients’ needs under the supervision of Patient Navigation Program Coordinator. Refers patients to internal supportive care services: dietician, social worker, financial counselor, chaplain, physical therapy. Educates and encourages patients on ways to keep and update their own plan of care and medical records. 9. Assists patients to overcome barriers to care, e.g. transportation, childcare, coordination of translation services, financial assistance by directing patients and caregivers to community resources and services. 10. Facilitates communication between patient and caregivers, and all members of the care team, including physicians, nurses, lab, etc. Communicates all changes with patient and case information to all involved personnel. Works with various hospital personnel to resolve issues and accommodate patient. 11. Adheres to policies aimed to protect patient confidentiality.
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Teamwork/Collaboration 12. Demonstrates flexibility in covering other staff members for sick time, vacation, or leave of absence. 13. Possesses ability to work independently and in a team setting. 14. Maintains an open line of communication with management and other staff and demonstrates a professional demeanor at all times. 15. Is involved with and keeps abreast of changes within the USC healthcare system. 16. Actively participates in the USC Navigators team; works with other Care Navigators and Patient Navigation Coordinator to apply standardized protocols, as well as determine and address the necessity for customized service approaches.- 17. Performs other related duties as assigned.
Required Qualifications:
- Req High school or equivalent
- Req Must have excellent communication skills, including the ability to speak, read and write English proficiently.
Preferred Qualifications:
- Pref Bachelor's degree In a related field.
- Pref 5 years Experience in acute care or ambulatory care setting preferred
- Pref Knowledge of medical terminology preferred.
- Pref Familiarity with word processing, Microsoft Outlook, GE Centricity Business, Cerner, PBAR and scheduling software is preferred.
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 hourly rate range for this position is $23.00 - $39.10. 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.
