Program Administrator (Patient Experience) - International Program - Full Time 8 Hour Days (Exempt) (Non-Union)

The Program Administrator administers the Remote Second Opinion (RSO) program, including but not limited to the development, implementation, and evaluation of health-focused program policies, goals, and objectives, program administration/organization/planning, financial performance monitoring and standards development for quality assurance, program improvement, program efficiency evaluation, protocols and best practices research and analysis for program improvement, among other related functions. Conducts training for clients, providers, and staff members of the program. Serves as a liaison to operations and clinical administration to ensure alignment. Responsible for creating, executing, and monitoring a schedule management system. Contributes to the design of program content, policies and strategic planning efforts. This position will assist with the international patient care program; 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; 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 Program Administrator works with the multidisciplinary team in marketing, business development, and administration to support the three pillars of the international programs - patient care, education & training, and advisory services.

Essential Duties:

• Administer, operate, and improve the Remote Second Opinion Program. Plans and develops program objectives and/or content. Researches and analyzes protocols, best practices and makes recommendations to management regarding impact on services.
• Assesses quality of program operations. Modifies existing program services or creates new program offerings to maintain or enhance program standing. Collect data, evaluate, prepare reports on performance of the program.
• Manages the dissemination, interpretation and application of program policies and recommends or makes exceptions.
• Manages the delivery of services to program participants and/or beneficiaries. Sets and communicates program priorities and performance standards and assesses operations using these criteria. Plans and conducts quality assurance reviews and recommends changes as appropriate.
• Assists with monitoring financial performance and developing standards for evaluation.
• Plan and coordinate international health outreach to design and develop mutually cooperative programs between different international health facilities for training and cooperation between health care professionals for the benefit of the patients.
• Utilize courtesy, compassion, kindness and honesty while interacting with public, patients, and all clinic personnel. Act as a single point of contact for patients and caregivers and takes accountability for their patient experience. Provide patients and caregivers with information and guidance throughout the continuum of care, including but not limited to scheduling, paperwork, and follow-up appointments.
• Facilitate communication between patient and caregivers, and all members of the care team, including physicians, nurses, lab, etc. Communicate all changes with patient and case information to all involved personnel. Work with various hospital personnel to resolve issues and accommodate patient.
• Perform other duties assigned.

Required Qualifications:

• Req Bachelor's Degree
• Req 0 - 6 months; Combined education/experience as substitute for minimum experience Demonstrated knowledge and experience with remote second opinion business
• Req Familiar with both business-to-business and business-to-customer models, workflow, protocols, and nuances of offering RSO business in different countries.
• Req Experience in coordinating international patients' care program from patient inquiry response, financial clearance, appointment scheduling, patient navigation, and follow-up requests.
• Req Demonstrated ability in international program policy and process planning and development.
• Req Proven ability to adopt quantitative and qualitative approaches to evaluate program performance.
• Req Proven self-starter who earns the respect of others by carefully listening and presenting productive responses and/or results;
• Req Skills in MS Office, Cerner and REDCap;
• Req Language skills, including Spanish, Arabic, Mandarin, Korean, or Armenian is a plus;

Preferred Qualifications:

• Pref Master's degree

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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