Program Manager, Ambulatory Services - Spine Center - Full Time 8 Hour Days (Exe

Overview
The Program Manager is responsible for growth, planning, programming, development, 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 Program Manager oversees growth, planning, programming, development, services, operations and patient experience related to the Spine Service Line. Duties include increasing referral base through community outreach to physicians, primary care, medical and radiation oncologists; working with the managed care team on payer relations; enhancing inpatient and outpatient team communication; collaborating with marketing at KMC and the development department at KOSM; and improving family‑centered care through an integrative multidisciplinary approach. The Program Manager defines and achieves operational goals for the USC SpineCenter and satellite clinics, aligned with institutional goals for each pillar of achievement.

Essential Duties

Maintain liaison relationships between Keck Medicine of USC Ambulatory Services, Keck School of Medicine and Keck Medical Center of USC through attendance at meetings and written/oral communication.

Coordinate and integrate program services at intradepartmental, interdepartmental and hospital‑wide levels, establishing effective strategies for service line, physician integration and resource utilization, with the goal of increasing service line growth, efficiency and patient/family experience.

Establish and maintain ongoing process improvement and quality control projects that support departmental and institutional goals.

Promote a positive customer service culture that encourages quality patient outcomes and increased patient/family satisfaction.

Integrate the patient experience across the continuum of care; work with the Nurse Navigator to foster collaboration between outpatient and inpatient facilities, medical staff leadership and affiliated services.

Oversee standardized care plans with the spine multidisciplinary team, including pre‑op, post‑op and discharge orders; coordinate patient education materials and track outcomes for adjustments.

Comply with TJC and regulatory standards, including policy maintenance and safety standards.

Assist with budgets to achieve optimal financial performance and satisfaction targets, and monitor performance against budgets.

Show leadership openness to change through implementation of creative programs that support strategic initiatives.

Coordinate activities with other departments, resolve resource issues and maintain open communication lines among employee groups, medical personnel and patients’ families.

Ensure all operations are carried out ethically and responsibly.

Collaborate with Keck Marketing and Spine physician leadership to develop marketing and communication tactics, assess marketplace data, increase patient volume and referrals, and enhance social media presence.

Conduct business development activities including hospital collaborations, physician outreach, CME programs and community outreach; oversee joint‑venture or partnership opportunities.

Perform other related duties as assigned.

Required Qualifications

Bachelor’s degree in a related field.

Master’s degree preferred; Business Administration, MHA or MPH.

3 years experience in a healthcare operational environment, preferably in spine surgery or a physician’s healthcare environment.

Intermediate to advanced computer skills: Microsoft Office (Word, Excel, PowerPoint).

Excellent analytical and organizational skills.

Excellent written, verbal communication, presentations and negotiation skills.

Strong interpersonal skills for sensitive situations and confidential information.

Poise, tact, diplomacy and good judgment.

Ability to collaborate across departmental lines and maintain relationships with internal and external customers.

Self‑starter, self‑directed and driven to excellence.

Decision‑making ability with appropriate stakeholder input.

Client‑service orientation for both internal and external stakeholders.

Ability to multi‑task and prioritize 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, quality improvement, regulatory and legislative issues related to service line coordination.

Preferred Qualifications

Master’s degree in Business Administration, MHA or MPH.

Required Licenses/Certifications

Fire Life Safety Training (LA City). If no card upon hire, one must be obtained within 30 days and renewed before expiration.

Benefits
The annual base salary range for this position is $81,120.00 – $133,010.00.

Equal Opportunity Statement
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.

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