Program Manager, Ambulatory Services - Spine Center - Full Time 8 Hour Days (Exempt) (Non-Union)

About the role

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

Responsibilities

• 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.
• Captures 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.
• Promotes a positive customer service culture which encourages quality patient outcomes and increased patient and family satisfaction. Enhances the image of the USC Spine 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 spine multidisciplinary team including pre-op, post-op and discharge orders.
• Works with Director to maintains and oversees the coordination of patient education materials, spine care guide and online videos.
• Tracks patient outcomes and patient and family experiences and makes needed adjustments, in collaboration with executive and physician leadership.
• 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, aligned with Keck Medicine of USC pillars.
• Establishes the operating budgets for the various departments and monitors performance against budgets.
• Leadership demonstration of openness to change thorough implementation of creative programs that support achievement of strategic initiatives.
• Collaborates with Keck Marketing team and Spine 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.
• Responsible for business development activities in the USC Spine 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.

Qualifications

• Bachelor's degree in a related field.
• Master's degree in Business Administration, MHA or MPH preferred.
• 3 years experience working in a healthcare operational environment (preferably in Spine 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).
• Able 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.