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

The Program Manager is responsible for growth, planning, programming, development, for services, operations and patient experience related to the specific service including transitions of care between the inpatient and outpatient services.

Departmental Specific Summary

Reporting to the Director of Clinical Operations the Head and Neck program manager is responsible for growth, planning, programming, development, for services, operations and patient experience related to the Head and Neck Service Line including transitions of care between the inpatient and outpatient services. The Head and Neck program manager is responsible for overseeing the development of the program in multiple areas. These areas include the following: 1) increasing referral base by community outreach to physicians, dentists, oral surgeons, speech-language pathologists, primary care, medical and radiation oncologists; 2) Work with managed care team on payer relations; 3) enhancing inpatient and outpatient team communication; 4) collaborate with the marketing at KMC and development department at KOSM; and 5) improvement of family-centered care through integrative multidisciplinary approach. The Program Manager (PM) works with the Medical Director and Director of Clinical Operations to define and achieve operational and goals for the USC head and Neck Center and satellite clinics, aligned with institutional goals for each pillar of achievement. The USC Head and Neck Center is built upon four pillars: 1) Patient Care; 2) Education; 3) Research; and 4) Community Outreach. The PM will analyze data and information to increase access and growth, reduce costs, and create efficiencies within the multidisciplinary program. The PM engages in process improvement, program and system implementation, and facilitates projects with the multidisciplinary team across multiple specialties The PM works closely with the medical staff and management team to enable the successful development, delivery and growth of Head and Neck Center services. The PM actively works with USC Care Ambulatory leadership, department chairs, practice plan administrators and physician leaders to organize business intelligence needs to enable improved business performance. Actively participates in problem solving patient issues by working through clinic personnel. Actively engaged in business development opportunities, enhancing physician relations, and developing payer relationships.

Essential Duties

• 1. Maintains a liaison relationship between the Keck Medicine of USC Ambulatory Services, Keck School of Medicine and Keck Medical Center of USC through attendance at meetings and through both written and oral communication.
• 2. Coordinates and integrates the programs services on intradepartmental, interdepartmental and hospital wide levels. Establishes effective strategies for service line, programs, physician integration and resource utilization s with the goal of increasing service line growth, efficiency, and patient and family experience. Establishes and maintains ongoing process improvement and quality control projects which support the department, ambulatory operations, hospital operations and Keck Medicine of USC goals.
• 3. Establishes effective strategies for service line, programs, physician integration and resource utilization s with the goal of increasing service line growth, efficiency, and patient experience. Establishes and maintains ongoing process improvement and quality control projects which support the department, ambulatory operations, hospital operations and Keck Medicine of USC goals.
• 4. Promotes a positive customer service culture which 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. Working with the Nurse Navigator, develops and fosters effective collaboration between outpatient and inpatient facilities, medical staff leadership and other affiliated services to ensure an integrated approach to providing efficient, cost effective services and fulfilling the system's goals and strategic growth objectives.
• 5. Oversees and maintains standardized care plans with the head and neck multidisciplinary team including head and neck care pathways and pre-op, post-op and discharge orders. Works with Director to maintains and oversees the coordination of patient education materials, head and neck care guide and online videos. Tracks patient outcomes and patient and family experiences and makes needed adjustments, in collaboration with executive and physician leadership.
• 6. 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.
• 7. Establishes goals and assists with budgets to achieve optimal financial performance, patient, employee and physician satisfaction targets, policies/procedures and quality outcomes, aligned with Keck Medicine of USC pillars. Establishes the operating budgets for the various departments and monitors performance against budgets.
• 8. Leadership demonstration of openness to change thorough implementation of creative programs that support achievement of strategic initiatives.
• 9. 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.
• 10. Ensures that all operations within the scope of the position are carried out in an ethical, responsible manner.
• 11. Collaborates with Keck Marketing team and head and neck physician leadership to develop marketing and communication tactics that support service line strategies, direction, and increase reputation in the community. Works with marketing and strategic planning team to assess the marketplace and competitor data increase patient volume, referrals, and increase social media presence. Works to develop relationships with insurance companies to ensure quality of patient care which is cost-effective and timely.
• 12. 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 aligns with the service line's vision, strategic plans, and goals and monitors performance.
• 13. Performs other related duties as assigned or requested.

Required Qualifications:

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

Preferred Qualifications:

• Pref Master's degree Business Administration Degree in Business Administration, MHA or MPH related field preferred.

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)

USC Care Medical Group serves as the sole physician entity reporting to the USC Health System, uniting faculty clinical practice under Keck Medicine of USC. This entity oversees clinical governance, physician and ambulatory services, and core enterprise functions including billing, contracting, and financial operations. The organization encompasses 17 clinical departments, with approximately 1,500 physicians and 2,000 staff delivering care across more than 80 locations from Kern County to Orange County and into Las Vegas. USC Care Medical Group is the engine for patient-centered growth-advancing quality, safety, access, and financial strength through integrated, system-level thinking that transcends silos and traditional models. By building bridges across the enterprise, embracing innovation, and leveraging technology, we deliver seamless, 5-Star access and service while expanding clinical reach and diversified models of care. Our work fuels a sustainable cycle of good health-organizationally, financially, and within the communities we serve-driving continued growth from within and beyond the system's boundaries.

The annual base salary range for this position is $84,365.00 - $138,333.00. 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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