Patient Experience Liaison - Special Services

City of Hope; Duarte (CA); On-site; USD 55,000 - 75,000; Full time

Job summary

City of Hope in Duarte, CA, is seeking a Patient Liaison, Special Services to coordinate and support high-profile patients and families throughout their care journey. This role provides around-the-clock guidance, information, support, and care coordination, acting as a trusted liaison between Development & External Affairs and the Medical Center.

The successful candidate will help patients access exceptional medical services while ensuring every interaction reflects City of Hope's commitment to

Qualifications

• Bachelor's degree, or qualifying experience that may substitute for the minimum education requirement.
• Three or more years of experience in a hospital, healthcare, development, concierge services or patient special services environment.
• Experience working collaboratively with medical personnel and knowledge of healthcare practices and care-delivery procedures.
• Strong project management, organizational, multitasking and delegation skills.
• Ability to work independently, exercise sound judgment and communicate information clearly and effectively.
• A diplomatic, collaborative and service-focused approach to building and maintaining relationships.
• Proficiency with Microsoft Office Suite.
• Availability to work evenings and weekends as required, along with the ability to manage last-minute requests and competing priorities.
• Ability to walk for extended periods as part of the role.
• Preferred: experience supporting high-profile populations, knowledge of oncology care and the psychosocial needs of patients and families, and bilingual ability in Spanish, Cantonese or Mandarin.

Responsibilities

• Serve as the primary point of contact for high-profile patients and families, providing thoughtful, responsive support throughout their City of Hope experience.
• Welcome, escort and assist patients and families before, during and between appointments and inpatient visits, including coordinating accommodations when needed.
• Help patients and families navigate their visits by optimizing appointment schedules, sharing timely information and coordinating with clinic teams.
• Build and maintain relationships with trusted community institutions and service providers to address patient and family needs.
• Collaborate with physicians and other medical professionals to coordinate referrals and support continuity of care.
• Partner with Quality and Risk Management on service recovery, systems improvements and care coordination initiatives.
• Develop and maintain referral, tracking and reporting processes that support exceptional service throughout the patient journey.
• Provide timely feedback to Development & External Affairs leadership regarding the patient and family experience.
• Support donor stewardship and, when appropriate, connect grateful patients with Major Gift Officers for follow-up.
• Participate in performance improvement efforts, committees and meetings that strengthen service delivery and the patient experience.

Skills

Healthcare experience

Project management

Organizational skills

Communication

Independent work

Diplomatic approach

Microsoft Office

Education

Bachelor's degree

Job description

City of Hope in Duarte, CA, is seeking a Patient Liaison, Special Services to coordinate and support high-profile patients and families throughout their care journey. This role provides around-the-clock guidance, information, support, and care coordination, acting as a trusted liaison between Development & External Affairs and the Medical Center.

The successful candidate will help patients access exceptional medical services while ensuring every interaction reflects City of Hope's commitment to