USC Human Resources Administration

Job code: 111090Health Care Concierge

Grade: J |Overtime eligible: Yes |Date approved: October 25, 2007

Summary

Has responsibility for assisting VIPs, donors, trustees and others in gaining access to the clinical services of the Doctors of USC and the affiliated hospitals of the Keck School of Medicine. Serves as staff support to the office of the dean, and works closely with USC Care. Maintains currency with all the clinical support and services offered by the Keck faculty physicians and affiliated hospitals.

Accountability

Priority Time (%) Task (Performs other related duties as assigned or requested. The university reserves the right to add or change duties at any time.)


% Serves as a key contact assisting VIPs and their family or friends in navigating through the health care system and gaining access to health care services by understanding and documenting their needs and matching those needs to available services. Responds to inquiries and requests for health care information requiring knowledge of clinical support and services offered by the Keck faculty physicians and affiliated hospitals.


% Provides high-quality personalized health care service and support. Deals with all patient information in a confidential and diplomatic way including meeting all HIPAA guidelines for patient information.


% Anticipates potential problems and seeks resolution to problems as they arise in an effective and efficient manner.


% Liaises with senior executives and administrators, development officers, physicians, and clinical staff in the Keck School of Medicine and its affiliates in order to facilitate requests for assistance on behalf of VIPs, donors, trustees and others. Communicates between multiple physicians and VIPs providing services such as offering physician referrals, compiling medical records, scheduling doctor appointments, etc. Provides a knowledgeable, friendly, courteous point of contact.


% Serves a supporting role for clinical providers to assure that the needs of VIPs and their family or friends are fully met in a timely manner.


% Participates in developing policies and procedures for providing special services to VIPs, donors, trustees and others.


% Provides feedback to the office of the dean, USC Care administration and HSC Public Relations and Marketing regarding opportunities to enhance service to VIP patients and others.


% Oversees and coordinates special projects related to clinical services and activities. Provides assistance in the planning, design, development and implementation of short and long-term projects. Plans, coordinates, schedules and organizes project activities to meet objectives.


% Prepares status reports on project plans, progress and results of activities, as needed. Ensures status reports are submitted in a timely manner.


% Composes correspondence, memorandums and other materials.


% Develops and maintains information databases and related clinical records. Enters and/or verifies database transactions.


% Develops and maintains a network of contacts both internal and external, to facilitate services for VIPs and their family or friends.


% Maintains currency with new clinical faculty expertise, clinical services, facilities, etc. in order to provide optimal service to VIP patients and be fully responsive to their questions and needs.
Emergency response/recovery:    
In the event of an emergency, the employee holding this position is required to "report to duty" in accordance with the university's emergency operations plan and/or the employee's department's emergency response and/or recovery plans. Familiarity with those plans and regular training to implement those plans is required. During or immediately following an emergency, the employee will be notified to assist in the emergency response efforts, and mobilize other staff members if needed.

Qualifications

Minimum education Preferred education
  • Bachelor's degree
  • Combined experience/education as substitute for minimum education
Master's degree
Minimum experiencePreferred experience
  • 3 years
  • Combined education/experience as substitute for minimum experience
5 years
Minimum field of expertise Preferred field of expertise
Directly related experience in health care field. Demonstrated excellent interpersonal and communication skills. Ability to multi-task and pay attention to details.
SkillsMachine/equipment
  • Clinical documentation
  • Communicate with others to gather information
  • Compose letters
  • Coordinate meetings
  • Edit routine documents
  • Gather and input data
  • Maintain filing systems
  • Prioritize different projects
  • Research information
  • Schedule appointments
  • Understand and apply policies and procedures
  • Use database and/or word processing software
  • Other

  • Customer service
  • Knowledge of applicable laws/policies/principles/etc.
  • Networking
  • Organization
  • Planning
  • Problem identification and resolution
  • Project management
  • Scheduling
  • Calculator
  • Computer and peripheral equipment
  • Computer network (department or school)
  • Computer network (university)
  • Fax
  • Photocopier
Supervises level
May oversee student, temporary and/or casual workers.
Comments
 

Signatures

Employee: Date:
Supervisor: Date:

The above statements are intended to describe the general nature and level of work being performed. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of personnel so classified.

The University of Southern California is an Equal Opportunity Employer