Head and Neck Program Manager - ENT Clinic - Full Time 8 Hour Days (Exempt) (Non-Union)

University of Southern California•Los Angeles, CA

21d•$84,365 - $138,333•Onsite

About The Position

The Head and Neck Program Manager is responsible for the growth, planning, programming, and development of services, operations, and patient experience related to the Head and Neck Service Line. This includes managing transitions of care between inpatient and outpatient services. The role involves increasing the referral base through community outreach, working with managed care on payer relations, enhancing team communication, collaborating with marketing and development departments, and improving family-centered care through an integrative multidisciplinary approach. The Program Manager works with leadership to define and achieve operational and strategic goals for the USC Head and Neck Center and satellite clinics, focusing on patient care, education, research, and community outreach. Key activities include analyzing data for access and growth, reducing costs, creating efficiencies, engaging in process improvement, implementing programs, and facilitating projects across multiple specialties. The role also involves organizing business intelligence needs, problem-solving patient issues, and actively participating in business development and physician/payer relations.

Requirements

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

Nice To Haves

Master’s degree in Business Administration, MHA or MPH related field preferred.

Responsibilities

Maintains a liaison relationship between Keck Medicine of USC Ambulatory Services, Keck School of Medicine, and Keck Medical Center of USC.
Coordinates and integrates program services on intradepartmental, interdepartmental, and hospital-wide levels.
Establishes effective strategies for service line, programs, physician integration, and resource utilization to increase service line growth, efficiency, and patient/family experience.
Establishes and maintains ongoing process improvement and quality control projects.
Promotes a positive customer service culture that encourages quality patient outcomes and increased patient and family satisfaction.
Enhances the image of the USC Head and Neck Center and institution.
Responsible for the seamless integration of the patient experience across the continuum of care.
Oversees and maintains standardized care plans with the head and neck multidisciplinary team, including care pathways and pre-op, post-op, and discharge orders.
Works with the Director to maintain and oversee the coordination of patient education materials, head and neck care guides, and online videos.
Tracks patient outcomes and patient and family experiences and makes needed adjustments.
Complies with TJC and 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.
Establishes goals and assists with budgets to achieve optimal financial performance, patient, employee, and physician satisfaction targets, policies/procedures, and quality outcomes.
Establishes the operating budgets for the various departments and monitors performance against budgets.
Demonstrates openness to change through 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 head and neck physician leadership to develop marketing and communication tactics.
Works with marketing and strategic planning team to assess the marketplace and competitor data to increase patient volume, referrals, and 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 in the USC Head and Neck center 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 align with the service line’s vision, strategic plans, and goals and monitors performance.
Performs other related duties as assigned or requested.