Executive Administrator, Consumer Experience And Access - Consumer Solutions And Access Administration

This position will join the leadership team of the clinical practice for USC Care Medical Group and drive the agenda for improving consumer experience through the deployment of consumer facing solutions, shaping the health system's access channels, and the coordination of clinical practice transformation initiatives. This position is directly responsible for the Access Center, Operations Improvement Department, and the Patient Experience Department for Keck Medical Center and USC Care Medical Group. This executive will drive and foster a culture of patient and family centered care and service excellence, while improving patient & family experience and patient relations across health science campus and ambulatory practice sites. This position will lead the access center process improvement project work along with the on-going assessment, identification, and implementation of key digital consumer solutions that will redefine the patient on boarding, in clinic, and in between clinic experience. These areas are critical organizational capabilities that require a clear vision coupled with strong leadership skills to drive for excellent outcomes. This position will set the patient experience agenda alongside executive colleagues for both the hospital and group, and develop a strategic roadmap that will ensure sustainable improvements in consumer experience as well as pursuit of best practices, and innovative models/solutions that will advance the experience environment to be best in class. As the head of multiple division business units, this position will establish and implements tactical and operational plans. This position will focus on long-term strategy to achieve business results and influence overall function strategy. Working in partnership with the executive and operational teams of each entity, this Leadership role requires a track record of distinguished performance and proven success. Having successfully navigated highly matrixed, and complex organizations, this executive will bring extensive systems experience in order to lead, influence and inspire across multiple teams.

Essential Duties • Access Center: • Create capabilities that simplify the on-boarding experience for patients and enables patients and their families to make informed care decisions at the right time and right place. This role will be responsible for partnering with senior clinical and technology leadership on the design and execution of the following deliverables to enable the process: Enterprise contact center that ensures ease of access for all care related inquiries, including but not limited to billing, benefits, and pricing. The development of a technology roadmap that will support overall customer relationship management including consumer engagement applications that will scale to future demand, needs. This includes but is not limited to: development of a CRM system; replacement of telephony system, introduction of voice recognition, workforce management solution. Simplified workflows that gets to yes more quickly for the consumer. Establish contact center metrics and achieve agreed upon performance levels for automated call distribution (ACD) measures. Development of multi-channel platform that accommodates the various needs and scenarios for patient scheduling. Development of RN Triage, Refill Center, and other innovative solutions that will enhance the quality and sophistication of the access operation, leveraging clinical expertise. Facilitate executive governance sessions to set strategy, policy, and Service Level Agreements (SLAs) for Access Center and Clinical Departments. Work with Business Analytics Departments to develop performance metrics, SLA dashboard, and practice capacity analytics. • The Access Center will leverage technology and operational excellence to guide and manage the full continuum of care solutions across Keck Medicine, maximizing clinical outcomes and creating an exceptional experience. • Lead the design and development of a physician referral center and referral management program that establishes systems, processes, and analytics in support of managing key physician referral relationships, interactions, and trends. • Operations Improvement: • Build capabilities to ensure proactive, predictive, and reliable operations through: Enhanced situational awareness across Keck Medicine Analytics and tools to track patients through their expected care path, including early recognition of variation Maximized data management to enhance organizational decision process to maximize capacity, including predictive modeling The coordination and support of our virtual and digital health strategies Development of dashboards/reporting to drive practice improvement Assessment of clinical practice performance across key performance indicators and working with leaders to implement on-going performance improvement dialogue/tools in practice setting The operations improvement effort provides real-time, information presented to highly trained professionals for collaborative decision-making in support of system optimization. • Key partnerships will be fostered to develop and execute these organizational capabilities and convert from the design phase to daily operations. Requires navigation of the complex process involving both administrative, nursing and physician leadership across the clinical practice of Keck Medicine • The operations improvement effort provides real-time, information presented to highly trained professionals for collaborative decision-making in support of system optimization. Key partnerships will be fostered to develop and execute these organizational capabilities and convert from the design phase to daily operations. Requires navigation of the complex process involving both administrative, nursing and physician leadership across the clinical practice of Keck Medicine. • Program Design and Development: Working closely with the leadership team of the clinical practice, leads the development of new program design, including assessment, recommendations, and implementation of strategies. • Practice Transformation: With the leadership team for the clinical practice, this position will set strategy and facilitate the agenda/implementation for clinical practice transformation, including but not limited to the robust and on-going review of provider templates, appointment types, scheduling protocols and maintenance, physician profiles (consumer and internal facing). This includes the establishment of governance, policy, procedure, and reporting. This also includes provider and department chair engagement to assess practice performance, identify opportunities, and develop and implement strategies that will drive throughput and increase capacity. The position will lead the development of standards and pursue adoption across the clinical practice thoughtfully. This will involve the identification of resources along with change management strategies to shape successful outcomes. • Navigation: In partnership with the Chief Nurse Officer (dyad partner), this position will design care coordination/patient navigation programs and create capabilities (through technology/systems improvement) that will enhance coordination of care across the clinical practice. Provide seamless access to care management services: Patient navigation Health coaching Risk assessments Care plan development • Patient Experience: • Oversight and responsibility for enhancing and continually improving the overall experience of patients and families • Clearly defines the optimal Patient Experience, including the behavioral changes necessary to achieve cultural transformation throughout the entire organization • Instills a culture of service excellence, hospitality, ownership and results across the involved entities • Documents and communicates throughout the organization the shared vision for experience improvements • Develops the framework & protocols in which all Patient Experience initiatives will be deployed • Develops service, educational, and training programs relating to the patient experience • Strategically develops, refines and improves performance metrics and measurement methods using standardized and customized tools • Consistently measures results • Utilizes coaching, best practices, and collaboration to improve service excellence • Works to ensure alignment of people, processes, systems and rewards • Identifies and presents key issues impacting the Patient/Family experience for Board and Executive leadership discussion and decision making which will include findings, barriers to success and progress toward results • Maintains an active understanding of current thinking and innovative interventions / programs regarding the patient experience both locally, nationally, and internationally • This individual will be responsible for design, execution, and ongoing executive oversight of all of the functions within these areas. This role will collaborate with the operational leaders of the clinical practice, in addition to keyServes as a member of the clinical practice executive leadership team. • Serve as a thought leader to the chief executive offer on consumer driven agendas, with heavy emphasis on patient access and related technology-enabled solutions that will drive targeted improvement. • Establishes the strategic direction and leads the successful design and execution of all of the components of the consumer experience focused on access, digital solution deployment, care coordination, and consumer engagement. • Develops and leads a team of leaders responsible for day-to-day operational oversight of the access center and operations improvement efforts. • Manages key relationships with leaders across the organization and external to organization as it impacts the consumer solutions and access agenda. • Continually analyses future trends in healthcare, healthcare information technologies and other pertinent industries that will impact the overall consumer solutions and access strategy and priorities. • Manages relationship with Patient Experience Survey Vendor and survey instrument deplopyment/changes/regulatory compliance, etc. • In charge of employment decision within the departments, including hiring, promotion, and terminating, in accordance with organization guidelines. • Responsible for developing mid to long term plans to optimize organization and talent required to execute strategies for the job area. • Consumer Solutions: • Serves as key business partner on the identification, sourcing, design, development, and deployment of key consumer facing technologies, working closely with IT and key stakeholders in Marketing/Communications, Finance, and Operations. • Other duties as assigned. Must perform all duties and responsibilities in accordance with the Service Standards of the Hospital(s) Qualifications • Req Bachelor's degree Business Administration Degree in Business or a Healthcare related field. • Pref Master's degree Degree in related field completed or in progress. • Req 5-7 years Clinic administration and management experience, preferably in an outpatient clinic setting. • Req 7 years Experience in managing administrative operations in a healthcare clinical setting. • Req 15 years or more Experience in Performance/Patient Satisfaction field • Req Prior experience with “start-up” operation. • Pref Prior experience managing a call center • Req Prior experience managing a multi-specialty • Pref Prior experience with electronic medical records. • Req Proven people management skills with the ability to motivate and challenge staff. Required 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) • Pref Six Sigma certification The annual base salary range for this position is $220,064.00 - $363,105.00. 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.