Patient Experience Business Services and Navigator - Patient Experience - Full Time 8 Hour Rotating Shift (Exempt) (Non-Union)

The Patient Experience Business Services and Navigator plays a critical role in advancing the operational and strategic goals of the Patient Experience department, with a particular focus on the growth and sustainability of the Friends of Keck Program. This program engages highly visible and influential individuals within the University and community, ensuring that their health care experiences remain seamless, private, and reflective of Keck Medicine's commitment to excellence. This position is responsible for building the operational and business infrastructure necessary to support program development, data management, and service coordination. The incumbent will serve as a central point of navigation—connecting patients, physicians, and administrators—and will demonstrate sound judgment, discretion, and exceptional interpersonal skills in managing sensitive and high-profile relationships. In collaboration with department leadership, the Patient Experience Business Service Navigator will lead efforts and manage the direction of strategic goals, driving projects that enhance service excellence and operational efficiency. The role includes coordinating data analysis in partnership with our data informatics team and ensuring project deliverables are met on time, within budget, and established quality standards and standard work development for the Friends of Keck program. The ideal candidate is a proactive problem-solver and trusted liaison who can anticipate needs, resolve issues quickly, and build meaningful relationships across departments and leadership levels. This role requires strong organizational, analytical, and communication skills, as well as the ability to navigate complex systems with professionalism and grace.

The Non-Clinical Patient Navigator serves as a central point of contact for patients and their families, providing personalized support and guidance throughout their healthcare journey. This role is essential in delivering a seamless, compassionate, and patient-centered experience, while also supporting the operational goals of the health system and its care programs. The Navigator assists with all non-clinical aspects of patient care, acting as a knowledgeable resource to help patients and caregivers understand clinic workflows, access the appropriate departments, and connect with the right personnel. They take full ownership of the patient's journey from initial contact to follow-up, ensuring timely coordination and resolution of needs, regardless of complexity. Key responsibilities include: • Coordinating new patient registration and intake • Serving as a liaison between patients, providers, and referring physicians • This role will safeguard the privacy of high-profile patients, including celebrities, public officials, and senior university leadership • Scheduling appointments and managing follow-up care • Helping patients overcome barriers to care by facilitating referrals and support services • Collaborating with the multidisciplinary care team across all phases of care (intake, evaluation, post-care) In addition to patient-facing duties, the Navigator supports business operations by: • Maintaining accurate records and managing patient flow using Salesforce or other CRM tools • Collecting and tracking patient data to support program metrics, process improvement, and reporting requirements • Supporting presentations and operational insights by creating data-driven summaries and dashboard contributions • Assisting in special projects aimed at enhancing efficiency, patient satisfaction, and referral management This position plays a key role ensuring both the patient's experience and the overall effectiveness of healthcare.
 

Essential Duties:

• Maintains established policies and procedures, objectives, quality assurance program, safety standards, CDPH standards with Title 18 and Title 22 standards knowledge.
• Assists in developing and monitoring workflow systems and optimization. Ability to identify inefficiencies and recommend and implement process improvements
• Collects statistical data for administrative purposes, prepares patient experience reports for presentation to hospital leadership and medical staff members as needed and related to program ROI
• Aligning with Development teams to identify and support potential grateful patient pathways through exceptional service experiences.
• Develops management objectives and policies for the various departments and monitors results. Interprets objectives, policies, and procedures.
• Liaise with project stakeholders on an ongoing basis. Including key partnerships with office of development, access, marketing and clinical leaders to support highly visible patient relationships. Optimizing referral management to continue to grow referring providers to the Friends of Keck Program. Coordinates the activities of the assigned departments with other department