JOB ACCOUNTABILITIES

Patron Engagement & Support
• Meet personally with patrons during hospital visits, scheduled procedures, or appointments to provide support, information, and a reassuring presence.
• Assist patrons with non clinical needs such as wayfinding, communication support, and navigating hospital processes.
• Be present for the initial intake of the patron’s appointment, procedure, or surgery when requested, serving as the primary point of contact for family members, if needed.
• Hospital Coordination & Communication
• Serve as a bridge between patrons and hospital departments including registration, surgical services, nursing units,
outpatient clinics, and emergency/urgent care.
• Notify department leaders, unit directors, and key contacts of upcoming patron appointments or procedures to facilitate smooth coordination.
• Build and maintain effective relationships with hospital staff to enhance the overall patron experience.
• Scheduling & Administrative Support
• Arrange patron requested appointments within USC Arcadia Hospital and with physician offices.
• Complete patient pre registration to streamline patron arrival and check in processes.
• Contact physician offices to obtain necessary procedural orders and documentation prior to scheduled tests or
procedures.
• Document all patron interactions, requests, and service needs accurately and in accordance with Foundation protocols.
• On Call & Shift Expectations
• Serve on an on call schedule, including day, evening, night, weekend, and holiday shifts as assigned.
• Respond promptly when on call to support patrons or their families onsite as needs arise.
• Donor Stewardship & Relationship Building
• Represent the USC Arcadia Hospital Foundation with professionalism, warmth, and discretion.
• Support donor stewardship goals by providing thoughtful and responsive service that strengthens patron engagement and trust.
• Participate in Foundation team meetings, trainings, and discussions related to donor experience improvements.
• Additional Duties
• Assist with coordination of Foundation events, hospital tours, and patron related activities as needed.
• Identify opportunities to enhance the overall experience for patrons and families interacting with the hospital.
• Perform other duties as assigned to support the mission and programs of the USC Arcadia Hospital Foundation.

JOB QUALIFICATIONS

Minimum Education:
Bachelors Degree Healthcare administration, communications, nursing, social work, hospitality, or related field.

Minimum Skills:
Strong interpersonal and communication skills with the ability to provide calm, supportive assistance in sensitive or emotionally complex situations.
Excellent organizational and multitasking abilities.
Detail-oriented and ability to make sound judgment with follow-through.
Ability to build trusting relationships with patrons, families, hospital staff, and clinical teams.
High level of integrity and discretion when handling protected health information (PHI) and donor data.
Flexibility and reliability in fulfilling on call responsibilities.

Preferred Experience:
1 year Experience in a hospital, patient navigation, donor relations, or high level customer service environment.
1 year Experience engaging with major gift donors.

Preferred Skills:
Bi-lingual language skills in Mandarin Chinese and English.

Pay Transparency

The hourly rate range for this position is $33.00- $56.19. When extending an offer of employment, the University of Southern California Arcadia Hospital considers factors such as (but not limited to) the scope and responsibilities of the position, the candidates 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.

The USC Arcadia Hospital Foundation Liaison provides tailored, high touch support to the Foundation's patrons while fostering strong, positive relationships between the patrons and USC Arcadia Hospital. This role serves as a dedicated, compassionate presence for patrons during hospital encountersproviding assistance, coordination, and clear communication to patrons and their families without influencing medical decision making or care.
The Liaison acts as the central point of communication between patrons, their immediate families, hospital clinical staff, and Foundation leadership to ensure a seamless and supportive experience aligned with the Foundation's mission.