Join the transformative team at City of Hope, where we're changing lives and making a real difference in the fight against cancer, diabetes, and other life-threatening illnesses. City of Hope’s growing national system includes its Los Angeles campus, a network of clinical care locations across Southern California, a new cancer center in Orange County, California, andtreatment facilitiesin Atlanta, Chicago, and Phoenix. our dedicated and compassionate employees are driven by a common mission: To deliver the cures of tomorrow to the people who need them today.

The Patient Liaison Special Services coordinates and supports high profile/special interest patients and families around their care and entire experience at City of Hope. Offers 24/7 guidance, information, support and care coordination to special interest patients and their families. Serves as a liaison between Development & External Affairs and the Medical Center to facilitate special services for prospective and established patients to access medical services.

As a successful candidate, you will:

• Serves as point person and key contact for high profile patients and families to ensure that City of Hope’s major donors and leadership volunteers will receive the kind of quality attention that mirrors the remarkable medical care provided by our physicians, nurses and other caregivers.
• Performs initial interface with patients and families prior to and upon arrival for appointments; welcomes and escorts; and through 24/7 availability, offers support and assistance during and between appointments and in-patient visits (including booking of VIP suites or Hope village, as necessary).
• Helps patients and families navigate their visits and works to ensure service excellence; preparing for appointments by ensuring that patient and family are informed, that appointments are optimally scheduled, and that clinic staff are advised. Monitors patient census to ensure no one is overlooked.
• Builds and stewards partnerships with high-end institutions and services in the community to ensure timely, highly professional response and service to our patients and families, i.e. hotels, real estate, salon, dry cleaning.
• Interfaces with physicians and other medical staff around patient care; coordinating referrals to services as appropriate.
• Collaborates with Quality and Risk Management around service recovery, systems changes and care coordination improvement efforts.
• Takes lead role in the creation of structured systems such as an automated referral process and a specialized program tracking database. Helps develop and manage the tracking and reporting process for department activities to ensure the highest level of customer service throughout the patients’ entire experience at City of Hope.
• Stewards’ current donors with the intent to increase their financial commitment and engagement to City of Hope. As appropriate, make referrals to Major Gift Officers for fundraising follow-up for the Champions of Hope grateful patient program.

Your qualifications should include:

• Bachelor’s degree. Experience may substitute for minimum education requirements
• 3 or more years’ experience working in hospital/healthcare, development, or similar role in concierge or patient special services environment.
• Bachelor’s degree in health or health-related field, preferred
• Knowledge of oncology health care and psychosocial needs of cancer patients and their families, preferred.

City of Hope is an equal opportunity employer. To learn more about our commitment to diversity, equity, and inclusion, please click here.

To learn more about our Comprehensive Benefits, please CLICK HERE.