Patient Experience Business Services and Navigator - Patient Experience - Full Time 8 Hour Rotating Shift (Exempt) (Non-Union)

Patient Experience Business Services And Navigator

The Patient Experience Business Services and Navigator plays a critical role in advancing the operational and strategic goals of the Patient Experience department, with a particular focus on the growth and sustainability of the Friends of Keck Program. This program engages highly visible and influential individuals within the University and community, ensuring that their health care experiences remain seamless, private, and reflective of Keck Medicine's commitment to excellence. This position is responsible for building the operational and business infrastructure necessary to support program development, data management, and service coordination. The incumbent will serve as a central point of navigationconnecting patients, physicians, and administratorsand will demonstrate sound judgment, discretion, and exceptional interpersonal skills in managing sensitive and high-profile relationships. In collaboration with department leadership, the Patient Experience Business Service Navigator will lead efforts and manage the direction of strategic goals, driving projects that enhance service excellence and operational efficiency. The role includes coordinating data analysis in partnership with our data informatics team and ensuring project deliverables are met on time, within budget, and established quality standards and standard work development for the Friends of Keck program. The ideal candidate is a proactive problem-solver and trusted liaison who can anticipate needs, resolve issues quickly, and build meaningful relationships across departments and leadership levels. This role requires strong organizational, analytical, and communication skills, as well as the ability to navigate complex systems with professionalism and grace.

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
• 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 :

Essential Duties :

Required Qualifications :

Preferred Qualifications :

Required Licenses / Certifications :

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.