Patient Navigator (Non-Nurse) - Patient Experience - Full Time 8 Hour Rotating (Non-Exempt) (Non-Union) Job Listing at Keck Medicine of USC in Los Angeles, CA (Job ID 85925694016)

Description

The Non-Nurse Patient Navigator assists with all aspects of patient care for clinic/unit. He/She serves as a primary contact 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. The Patient Navigator assists multidisciplinary team in managing the care of the patient through 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.

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:

• Demonstrates expertise and accuracy in the use of multiple systems including Cerner, RevUp, and Point and Click. Learns and adapts quickly to new software tools, ensuring accurate data entry and thorough integration of patient information into the medical record.
• Processes new patient referrals efficiently by coordinating with appropriate departments to obtain and upload external medical records into Cerner, entering new patient demographics, scheduling appointments, and ensuring medical records are reviewed by providers. Verifies insurance and obtains authorizations for services as needed.
• Coordinates closely with clinical and administrative staff to ensure seamless communication and appointment scheduling between systems (Point and Click and Cerner), confirming insurance coverage and access to all relevant records.
• Schedules and assists in clinic appointments promptly per physician requests, including labs, diagnostic testing, and specialist consultations. Adheres to departmental scheduling procedures and protocols.
• Proactively manages patient schedules and navigates them through Keck health system including outpatient, ancillary, and inpatient services to ensure a smooth operational flow and optimal patient experience.
• Provides patients with detailed instructions related to appointments, tests, and procedures.
• Coordinates and confirms scheduling for all services. Ensures patients receive appropriate instructions and understand them.
• Supports Keck outpatient clinics with clerical and scheduling needs. Collaborates with the business office to ensure billing is routed correctly to institutional insurance, private insurance or cash payment.
• Maintains availability to providers, including after-hours communication when necessary. Efficiently uses phone, text, email, and internal messaging platforms to deliver timely communication.
• Exhibits professionalism and compassion when interacting with patients, families, and staff. Greets all patients in a courteous and respectful manner.
• Acts as a liaison between patients, families, and Keck clinical providers. Offers guidance on scheduling, documentation, follow-ups, and general patient support.
• Escorts patients when needed and provides wayfinding support across Keck Medicine of USC facilities.
• Refers patients to internal supportive services such as social work, financial counseling, and dietary support as appropriate. Encourages patient compliance with care instructions.
• Assists patients in overcoming barriers to care.
• Facilitates clear communication between patients, caregivers, providers, and the broader care team, ensuring any updates or changes are relayed to all relevant parties.
• Protects patient privacy by strictly adhering to HIPAA and institutional confidentiality policies.
• Demonstrates flexibility and team collaboration by providing cross-coverage when necessary and assisting colleagues.
• Maintains professional conduct, open communication, and ongoing engagement with management and peers.
• Stays current with changes and updates within the Keck Health system.
• Performs additional duties as assigned to support patient experience and program operations.

Required Qualifications:

• Req High School or equivalent.
• Req Must have excellent communication skills, including the ability to speak, read and write English proficiently.
• Req Familiarity with Athlete needs.

Preferred Qualifications:

• Pref Bachelor's Degree Degree in a related field.
• Pref 2 years Experience in acute care or ambulatory care setting.
• Pref Familiarity of word processing, Microsoft Outlook, Cerner, PBAR and scheduling software is preferred.
• Pref Knowledge of medical terminology.

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 $22.00 - $34.18. 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.

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