The Health Care Concierge assists with all aspects of patient care: serves as a primary contact for patients and caregivers who require assistance in understanding clinic processes and accessing necessary departments/personnel. 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. 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.
Assists with all aspects of patient care: 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 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. Assists multidisciplinary team in managing the care of the patient thru 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. Assists the office with clerical duties and other duties as assigned.
- Has thorough understanding and expertise in the use of computer systems, e.g. Cerner and GE Centricity Business. Demonstrates accuracy and thoroughness in entering information into computer systems.
- Processes new referrals in a timely manner; this includes obtaining required outside medical records, entering demographic information into computer system, providing medical records to physician / multidisciplinary team for review, verifying insurance and obtaining authorization for visits and procedures.
- Schedules patient’s evaluation and clinic appointments in a timely manner, and at the request of the physician, while accommodating patient’s needs. This includes but not limited to: laboratories, diagnostic testing and consultations as needed. Fulfills other department scheduling functions per department procedures and protocols.
- Proactively manages clinic schedules, including reviewing master schedule and anticipating requirements and changes based on activity levels to create a well-managed operational flow and positive patient experience.
- Gives proper patient instructions, and schedules patient mandatory teaching classes. Preps charts for clinic, selection committee, and tumor board (if applicable).
- Coordinates scheduling of all surgeries and diagnostic testing for patients which include sending pre-op packets to patients with surgery instructions and compiles letters of medical necessity
- Assists in clinic with clerical and scheduling needs including filing and collection of supporting documentation for professional billing. Orders clinical and office supplies and opens and distributes mail.
- Provides phone coverage as needed. Contacts and distributes messages to medical personnel using a variety of electronic messages including text, voice, and email systems. Reads and responds to email throughout the day. Retrieves and responds to voicemail messages within 24hours per department protocol.
- Utilizes courtesy, compassion, kindness and honesty while interacting with public, patients, and all clinic personnel. Greets patients in a courteous and professional manner.
- Acts as a single point of contact for patients and caregivers, and takes accountability for their patient experience. Provides information and guidance to patients and caregivers regarding all areas of patient care. This includes but not limited to: scheduling, paperwork, and follow-up appointments.
- Escorts patients to other departments if needed, provides directions to other departments within USC system.
- Administers screening tools to assess patients’ needs under the supervision of Patient Navigation Program Coordinator. Refers patients to internal supportive care services: dietician, social worker, financial counselor, chaplain, physical therapy. Educates and encourages patients on ways to keep and update their own plan of care and medical records.
- Assists patients to overcome barriers to care, e.g. transportation, childcare, coordination of translation services, financial assistance by directing patients and caregivers to community resources and services.
- Facilitates communication between patient and caregivers, and all members of the care team, including physicians, nurses, lab, etc. Communicates all changes with patient and case information to all involved personnel. Works with various hospital personnel to resolve issues and accommodate patient.
- Adheres to policies aimed to protect patient confidentiality.
- Demonstrates flexibility in covering other staff members for sick time, vacation, or leave of absence.
- Possesses ability to work independently and in a team setting.
- Maintains an open line of communication with management and other staff and demonstrates a professional demeanor at all times.
- Is involved with and keeps abreast of changes within the USC healthcare system.
- Actively participates in the USC Navigators team; works with other Care Navigators and Patient Navigation Coordinator to apply standardized protocols, as well as determine and address the necessity for customized service approaches.
- Uses and practices basic assessment, participates in planning, executes interventions in accordance with the plan of care or treatment plan, and contributes to evaluation of individualized interventions related to the care plan or treatment plan.
- Provides direct patient care.
- Administers medications.
- Demonstrates professional communication skills for the purpose of patient care, education and multidisciplinary team collaboration.
- Schedules and receives patients.
- Ensures patient charts are prepared prior to appointment including x-rays and pertinent lab work, makes arrangements to obtain any special equipment needed. Sets up exam rooms, assists physician with exams as needed, monitors patient flow
- Performs basic administrative duties.
- Handles telephone calls and writes correspondences.
- Serves as a liaison between physicians and other individuals.
- Takes patient histories and vital signs.
- Implants an effective and efficient patient flow.
- Performs first aid and CPR if needed.
- Assists physicians with exams and treatments as permitted by license.
- Organize pharmacy refill request for physician approval.
- Ability to work independently and in a team setting to accomplish duties in a timely manner.
- Triages patients in person and over the telephone.
- Records patient information in chart//EHR according to Joint Commission standards.
- Performs other related duties as assigned.
- High school or equivalent
- Must have excellent communication skills, including the ability to speak, read and write English proficiently
- Bachelor’s degree
- 2 years In acute care or ambulatory care setting.
- Knowledge of medical terminology preferred.
- Familiarity with word processing, Microsoft Outlook, GE Centricity Business, Cerner, PBAR and scheduling software is preferred.
- 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 $19.00 – $29.77. 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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