University of Southern California - Los Angeles, CA
posted 4 days ago
About the position
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.
Responsibilities
- Administer, operate, and improve the Remote Second Opinion Program.
- Plan and develop program objectives and/or content.
- Research and analyze protocols, best practices and make recommendations to management regarding impact on services.
- Assess quality of program operations.
- Modify existing program services or create new program offerings to maintain or enhance program standing.
- Collect data, evaluate, prepare reports on performance of the program.
- Manage the dissemination, interpretation and application of program policies and recommend or make exceptions.
- Manage the delivery of services to program participants and/or beneficiaries.
- Set and communicate program priorities and performance standards and assess operations using these criteria.
- Plan and conduct quality assurance reviews and recommend changes as appropriate.
- Assist 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.
- Assist with advisory services, including clerical work, local reception, domestic/international travels, and the else.
- Coordinate scheduling of patient's evaluation and clinic appointments in a timely manner.
- 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.
- Escort patients and provide directions to Keck Medicine of USC clinics within USC Health system as needed.
- Facilitate communication between patient and caregivers, and all members of the care team.
- Perform other duties assigned.
Requirements
- Bachelor's degree in Public Administration required.
- Demonstrated knowledge and experience with remote second opinion business.
- Familiar with both business-to-business and business-to-customer models, workflow, protocols, and nuances of offering RSO business in different countries.
- Experience in coordinating international patients' care program from patient inquiry response, financial clearance, appointment scheduling, patient navigation, and follow-up requests.
- Demonstrated ability in international program policy and process planning and development.
- Proven ability to adopt quantitative and qualitative approaches to evaluate program performance.
- Proven self-starter who earns the respect of others by carefully listening and presenting productive responses and/or results.
- Skills in MS Office, Cerner and REDCap.
- Language skills, including Spanish, Arabic, Mandarin, Korean, or Armenian is a plus.
Nice-to-haves
- Master's degree in Public Administration preferred.
- Master's Degree in Public Administration in lieu-of Bachelor's Degree in Public Administration is accepted.
Benefits
- Annual base salary range for this position is $68,320.00 - $94,020.00.
- USC is a smoke-free environment.
- USC is an equal opportunity, affirmative action employer.
