Patient Liaison Special Svces

City of Hope; Irvine (CA); On-site; USD 65,000 - 90,000; Full time

Job summary

City of Hope in California is seeking a Patient Liaison, Special Services to coordinate care for high-profile patients and families throughout their treatment journey. This role provides guidance, information, support, and care coordination while serving as a liaison between Development & External Affairs and the Medical Center.

The successful candidate will help patients access medical services while ensuring interactions reflect City of Hope's compassionate, personalized care philosophy.

Qualifications

• Bachelor's degree or equivalent experience in healthcare or related field.
• 3+ years in hospital, healthcare, or patient services env.
• Experience collaborating with medical staff and understanding care delivery.
• Strong organizational, multitasking, and delegation skills.
• Ability to work independently with sound judgment and clear communication.
• Diplomatic, collaborative approach to relationships.
• Willingness to work evenings and weekends as required.
• Bilingual in Spanish, Cantonese or Mandarin preferred.

Responsibilities

• Serve as primary contact for high-profile patients and families.
• Welcome, escort and assist patients before, during, and between appointments.
• Coordinate appointment schedules and share timely information.
• Build relationships with community institutions and service providers.
• Collaborate with physicians to coordinate referrals and care.
• Support service recovery and care coordination initiatives.
• Develop tracking and reporting processes for patient journeys.
• Provide feedback to leadership on patient and family experiences.
• Assist donor stewardship and connect patients with Major Gift Officers when appropriate.
• Participate in performance improvement committees and meetings.

Skills

Project management

Organizational skills

Multitasking

Communication skills

Microsoft Office Suite

Education

Bachelor's degree, or qualifying experience

Tools

Microsoft Office Suite

Job description

Patient Liaison, Special Services

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 coordinates and supports high-profile and special-interest patients and families throughout their care journey and entire experience at City of Hope. This highly visible role provides around-the-clock guidance, information, support and care coordination while serving as a trusted liaison between Development & External Affairs and the Medical Center. The successful candidate will help prospective and established patients access exceptional medical services while ensuring every interaction reflects City of Hope's commitment to compassionate, personalized care.

As a successful candidate, you will:

• 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.

Qualifications

Your qualifications should include:

• 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.

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.