Patient Liaison Special Services

City of Hope; Irvine (CA); On-site; USD 85,000 - 132,000; Full time

Job summary

City of Hope seeks a Patient Liaison, Special Services to advocate for VIP patients and families, coordinating care from consultations through follow-up with empathy and discretion.

You will welcome and escort patients, coordinate schedules, work with clinic teams, manage referrals, and help navigate services while preserving confidentiality in a fast-paced hospital setting. The role requires strong communication, organization, and the ability to handle last-minute requests with poise.

Qualifications

• Bachelor's degree or three additional years of relevant experience.
• Three or more years of experience in a hospital or healthcare, development, concierge, patient special services, or similar environment.
• Demonstrated ability to collaborate with medical personnel and working knowledge of healthcare practices and care delivery.
• Excellent communication, organization, relationship-building, diplomacy, judgment, and decision-making skills.
• Ability to manage multiple priorities, work independently with minimal supervision, and remain composed when responding to last-minute requests.
• Project management and delegation skills, along with proficiency in Microsoft Office Suite.
• Availability to work evenings and weekends as required
• Experience supporting high-profile populations is preferred.

Responsibilities

• Serve as the primary contact and advocate for special guests, VIP patients, and their families.
• Welcome and escort patients and families while providing responsive support before, during, and between appointments and inpatient visits.
• Coordinate schedules, prepare patients for appointments, communicate with clinic teams, and monitor the patient census to ensure no one is overlooked.
• Partner with physicians and other medical professionals to coordinate care and connect patients with appropriate services and resources.
• Help patients and families navigate visits, special accommodations, and complex requests while maintaining confidentiality and professionalism.
• Collaborate with Quality and Risk Management on service recovery, system improvements, and care coordination initiatives.
• Develop and manage structured referral, tracking, and reporting processes that support an exceptional patient experience.
• Gather and share timely feedback regarding patient and family experiences and identify opportunities to enhance service.
• Participate in performance improvement activities, committees, and meetings that strengthen care delivery.
• Manage multiple priorities, allocate resources, and delegate responsibilities effectively in a high-touch environment.

Skills

Communication

Organization

Relationship-building

Diplomacy

Judgment

Decision-making

Project management

Microsoft Office

Education

Bachelor's degree or 3 additional years of relevant experience

Tools

Microsoft Office

Job description

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, and treatment facilities in 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 serves as a trusted advocate and central point of contact for high-profile and special-interest patients and their families. In this highly visible role, you will coordinate personalized care, help patients navigate services, and partner across departments to create a seamless, compassionate, and exceptional experience from initial consultation through follow-up.

This is an outstanding opportunity for a poised, resourceful healthcare professional who thrives in a fast-paced environment and can respond calmly to complex or sensitive needs. Your relationship-building skills, sound judgment, and commitment to service excellence will help patients and families feel supported and confident throughout their care journey.

As a successful candidate, you will:

• Serve as the primary contact and advocate for special guests, VIP patients, and their families.
• Welcome and escort patients and families while providing responsive support before, during, and between appointments and inpatient visits.
• Coordinate schedules, prepare patients for appointments, communicate with clinic teams, and monitor the patient census to ensure no one is overlooked.
• Partner with physicians and other medical professionals to coordinate care and connect patients with appropriate services and resources.
• Help patients and families navigate visits, special accommodations, and complex requests while maintaining confidentiality and professionalism.
• Collaborate with Quality and Risk Management on service recovery, system improvements, and care coordination initiatives.
• Develop and manage structured referral, tracking, and reporting processes that support an exceptional patient experience.
• Gather and share timely feedback regarding patient and family experiences and identify opportunities to enhance service.
• Participate in performance improvement activities, committees, and meetings that strengthen care delivery.
• Manage multiple priorities, allocate resources, and delegate responsibilities effectively in a high-touch environment.

Your qualifications should include:

• Bachelor's degree or three additional years of relevant experience
• Three or more years of experience in a hospital or healthcare, development, concierge, patient special services, or similar environment.
• Demonstrated ability to collaborate with medical personnel and working knowledge of healthcare practices and care delivery.
• Excellent communication, organization, relationship-building, diplomacy, judgment, and decision-making skills.
• Ability to manage multiple priorities, work independently with minimal supervision, and remain composed when responding to last-minute requests.
• Project management and delegation skills, along with proficiency in Microsoft Office Suite.
• Availability to work evenings and weekends as required
• Experience supporting high-profile populations is preferred.

Bring your expertise, compassion, and commitment to exceptional service to City of Hope.

Additional Information:

Job Status: Full time, exempt

Salary range $84,900 - $131,600

City of Hope employees' pay is based on the following criteria: work experience, qualifications, and work location.

City of Hope is an equal opportunity employer.