Clinic Administrative Supervisor | Patient Experience Leader

USC; Arcadia (CA); On-site; USD 60,320 - 94,020; Full time

Job summary

USC’s Keck Medicine in Arcadia, CA seeks a Clinic Administrative Supervisor to oversee clinical support staff, coordinate scheduling, and handle personnel actions. This role partners with physicians and departments to resolve issues, ensures timely assignments, and supports patient flow across outpatient services.

You will supervise staff, manage attendance and payroll tasks, and coordinate coverage while maintaining staff training and adherence to clinic procedures.

Qualifications

• High school diploma or equivalent required.
• 2–3 years experience in an administrative or scheduler role.
• Proficient with MS Word, PowerPoint and Excel.
• Ability to work independently with minimal direction.
• Strong organization and time management skills.
• Commitment to excellence in patient care and customer service.
• Effective, appropriate and diplomatic oral and written communication skills.

Responsibilities

• Directly supervises department staff; manages staff schedules, provides training, evaluates staff performance and provides feedback.
• Coordinates personnel actions, including performance evaluations, time-off requests, staff disciplinary actions, hiring, and terminating staff.
• Performs time and attendance, PTO and payroll activities for staff.
• Responds to patient complaints and service recoveries; handles after-hours escalated staff calls.
• Maintains pod documentation and provides staff with training and coaching as necessary.
• Assists patients to overcome barriers to care and educates on care instructions.
• Communicates with patients, physicians and caregivers to ensure smooth scheduling and patient experience.
• Uses computer systems (Cerner, Kronos) and can learn new software as needed.
• Schedules patient evaluations, clinic appointments, labs, and diagnostic testing.

Skills

MS Word

PowerPoint

Excel

Independent work

Organization

Time management

Communication skills

Education

High school diploma or equivalent

Bachelor’s degree in a related field

Tools

Cerner

Kronos

Job description

Keck Medicine of USC job at USC. Arcadia, CA.

The Clinic Administrative Supervisor oversees the clinical support staff office. This position supervises full-time staff or the equivalent, coordinates and assists with personnel actions, including, but not limited to staff training, performance evaluations, time-off requests, staff disciplinary actions, hiring, and terminating staff. This position serves as a personal contact for physicians, staff, and outside departments in order to address problems, issues or concerns that require attention. The Supervisor generates the Daily Staff Assignments, and arranges for staff coverage as needed. This position oversees the Special Programs/Projects for the Department, assists in developing clinic procedures and protocols. Acts as a liaison for communicating information, assignments, priorities and special requests. This position is responsible for monitoring the status of pending items and follows-up, as needed.

The Clinic Administrative Supervisor oversees the clinical support staff office. This position supervises full-time staff or the equivalent, coordinates and assists with personnel actions, including, but not limited to staff training, performance evaluations, time-off requests, staff disciplinary actions, hiring, and terminating staff. This position serves as a personal contact for physicians, staff, and outside departments in order to address problems, issues or concerns that require attention. The Supervisor generates the Daily Staff Assignments, and arranges for staff coverage as needed. This position oversees the Special Programs/Projects for the Department, assists in developing clinic procedures and protocols. Acts as a liaison for communicating information, assignments, priorities and special requests. This position is responsible for monitoring the status of pending items and follows-up, as needed.

Essential Duties:

• Supervisory Duties
• 1. Directly supervises department staff. Manages staff schedules, provides training, evaluates staff performance and provides feedback and counseling as needed.
• 2. Coordinates and assists with personnel actions, including, but not limited to performance evaluations, time-off requests, staff disciplinary actions, hiring, and terminating staff.
• 3. Performs Time and Attendance, PTO and payroll activities for staff.
• 4. Responds to patient complaints and service recoveries. Receives after hours escalated staff calls.
• 5. Manages Pod Documentation and provides staff with training and coaching as necessary.
• 6. Demonstrates problem solving skills. Able to assess, evaluate and resolve daily issues.
• 7. Acts as a point of contact for patients and physicians and care givers, and takes accountability for the patient experience while Norris at Keck Medicine of USC outpatient practices. Provides information and guidance to patients and physicians regarding all areas of patient care. This includes but not limited to: scheduling, paperwork, and follow-up appointments.
• 8. Proactively manages staff schedules, and provide navigation services through Keck outpatient, ancillary and patient services to create a well-managed operational flow and positive patient experience.
• 9. Facilitates communication between patient and caregivers and applicable physicians and all members of the care team, nurses, lab, etc. Communicates all changes with patient and case information to all involve personnel. Works with various personnel to resolve issues and accommodate patient.
• Patient Navigation/Customer Service
• 10. Utilizes courtesy, compassion, kindness and honesty while interacting with student patients, and all clinic personnel. Greets patients in a courteous and professional manner.
• 11. Escorts patients if needed, provides directions to Keck Medicine of USC clinics within USC Health system.
• 12. Works with patient as appropriate to refer to internal supportive care services: dietician, social worker, financial counselor, etc. Educates and supports patients on ways to keep compliant with care instructions.
• 13. Assists patients to overcome barriers to care, e.g. transportation, coordination of translation services, financial assistance, etc.
• 14. Adheres to policies aimed to protect patient confidentiality.
• 15. Gives proper instructions to patients and communicates back to appropriate physicians of the outcome of tests and procedures.
• Teamwork/Collaboration
• 16. Maintains an open line of communication with management and other staff and demonstrates a professional demeanor at all times.
• 17. Is involved with and keeps abreast of changes within the USC healthcare system.
• 18. Assists Keck outpatient clinics with clerical and scheduling needs. Assures correct financial class is indicated in records to start the proper set up of business processes. Works closely with business office counterpart to assure bills are directed to the correct insurances.
• 19. Provides coverage as needed. Contacts and distributes messages to medical personnel using a variety of electronic messages including text, voice, and email systems. Reads and responds to email throughout the day.
• Clerical
• 20. Has thorough understanding and expertise in the use of computer systems, e.g. Cerner, Kronos. Ability to learn new software systems and work interchangeably between systems demonstrating accuracy and thoroughness in entering information into system. Assures that patient information is maintained by integrating essential patient medical records of tests and services performed at Keck Medicine of USC..
• 21. Processes new referrals in a timely manner; this includes working with appropriate staff and/or obtaining required outside medical records, entering demographic information into computer system, providing and booking appointment in Cerner providing medical records to physician / multidisciplinary team for review, verifying insurance and obtaining authorization for visits and procedures. Understanding and coordinating insurance coverage and work closely with staff to assure all appointments are coordinated and records are available in the systems.
• 22. Schedules patient’s evaluation and clinic appointments in a timely manner at the request of the physician, while accommodating patient’s needs. This includes but not limited to: laboratories, diagnostic testing and consultations as needed. Fulfills other department scheduling functions per department procedures and protocols.
• 23. Coordinates scheduling of all services and diagnostic testing for patient which include sending any instructions to patients and compiles letters of medical necessity for authorization of services.
• Other
• 24. Performs other related duties as assigned.

Required Qualifications:

• Req High School or equivalent

• Req 2-3 years Experience in an Administrative or Scheduler role.

• Req Excellent skills in use of personal computer software programs including but not limited to MS Word, PowerPoint, and Excel.
• Req Demonstrates ability to work independently with minimal direction and supervision.
• Req Organization/time management skills.
• Req Committed to excellence in patient care and customer service.
• Req Demonstrates ability to utilize effective, appropriate and diplomatic oral and written communication skills.

Preferred Qualifications:

• Pref Bachelor’s Degree In a related field
• Pref 1 year Lead or Supervisory experience preferred in a clinical or healthcare environment.

Required Licenses/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)

The annual base salary range for this position is $60,320.00 - $94,020.00. 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.