City of Hope
Operations Program Manager - Patient Experience
City of Hope, Duarte, California, United States, 91010
Operations Program ManagerJoin 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.**This is a hybrid position with on-site responsibilities at various City of Hope locations in Southern California**The Program Manager for Patient Experience and Service Excellence will support the creation, implementation, and deployment of enterprise-wide service excellence standards and other service excellence engagements.As a successful candidate, you will:Work with departmental leadership to assess current service levels, create departmental and role-based service standards, guide the creation of department-based service excellence.Prepare leaders to manage for sustained service excellence by active daily management techniques.Celebrate and provide reinforcement and recognition to employee/team/leader/department for great patient experience behaviors and outcomes.Provides support for metric and milestone identification and reporting at department as well as enterprise level – may include support in creating the ELT updates.Support development and maintenance of program schedules, defining and developing key project plan tasks and milestones and tracking and execution against those activities.Provide administrative tasks such as scheduling and facilitating meetings with numerous participants, prepare meetings materials, and record actions and changes to project plans, and tracking and responding to action itemsAssist in preparation of project plans under the direction of the director of patient experience and service excellence and/or physician leader(s); contribute to numerous project teams; help define project objectives and activitiesAssist in supporting the development, coordination, and implementation of strategies and facilitate cross-functional collaboration to structure and execute key strategic initiatives.Support the preparation and development of presentation materials, ensure project documents are complete, current and stored appropriately.Communicate project status through status reporting and dashboardsKey Responsibilities include:Lead all project management duties related to assigned department-based service excellence initiativesDevelops draft project scope, schedule and identify resource needs. Ensures that department-based service excellence efforts are aligned with patient experience strategy.Administrates pre-project activities, project implementation, performance and reporting, including adherence to project scope, financial targets, adherence to schedule and post-implementation reviewPerforms quality assurance inspections to ensure service excellence standards are met.Monitors activity schedules, changes to schedules, their causes and budget impact. Communicates project status and facilitates communication between all partiesDefines and implements appropriate controls to ensure all benefits of service excellence training are realized.Identify and lead performance improvement activities under the direction of the Director, Patient Experience and Service Excellence; VP, Patient Experience.Develops, gathers, analyzes and reports on key metrics in partnership with clinical, operational, and strategic leadership team.Organizes and leads meetings to ensure alignment among key stakeholders, develop work plans, execute on work plans, and achieve goals and objectives set by leadership.Informs, communicates, and reports strategic initiative and/or program status on a regular basis to key institutional stakeholders.Maintains professional growth and development through seminars, workshops, and professional affiliations to maintain certification/licensure, and/or keep abreast of latest trends in the field of expertise.Performs other related duties as assigned or requested.Your qualifications should include:Bachelor’s degree in Health Administration, Public Health, or Business Administration. Experience may substitute for minimum education requirementsTwo years of experience working in a service-oriented industry or healthcare operationsStrong communication and interpersonal skills.Project management requiredPreferred Qualifications:Demonstrated success in teaching, modeling training in healthcare or other service industry.Master’s degreeAdditional Information:Job Status: Full time, exemptSalary range: $87,190 - $135,13710% travel requiredCity of Hope is an equal opportunity employer. To learn more about our commitment to diversity, equity, and inclusion, please
click here .
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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.**This is a hybrid position with on-site responsibilities at various City of Hope locations in Southern California**The Program Manager for Patient Experience and Service Excellence will support the creation, implementation, and deployment of enterprise-wide service excellence standards and other service excellence engagements.As a successful candidate, you will:Work with departmental leadership to assess current service levels, create departmental and role-based service standards, guide the creation of department-based service excellence.Prepare leaders to manage for sustained service excellence by active daily management techniques.Celebrate and provide reinforcement and recognition to employee/team/leader/department for great patient experience behaviors and outcomes.Provides support for metric and milestone identification and reporting at department as well as enterprise level – may include support in creating the ELT updates.Support development and maintenance of program schedules, defining and developing key project plan tasks and milestones and tracking and execution against those activities.Provide administrative tasks such as scheduling and facilitating meetings with numerous participants, prepare meetings materials, and record actions and changes to project plans, and tracking and responding to action itemsAssist in preparation of project plans under the direction of the director of patient experience and service excellence and/or physician leader(s); contribute to numerous project teams; help define project objectives and activitiesAssist in supporting the development, coordination, and implementation of strategies and facilitate cross-functional collaboration to structure and execute key strategic initiatives.Support the preparation and development of presentation materials, ensure project documents are complete, current and stored appropriately.Communicate project status through status reporting and dashboardsKey Responsibilities include:Lead all project management duties related to assigned department-based service excellence initiativesDevelops draft project scope, schedule and identify resource needs. Ensures that department-based service excellence efforts are aligned with patient experience strategy.Administrates pre-project activities, project implementation, performance and reporting, including adherence to project scope, financial targets, adherence to schedule and post-implementation reviewPerforms quality assurance inspections to ensure service excellence standards are met.Monitors activity schedules, changes to schedules, their causes and budget impact. Communicates project status and facilitates communication between all partiesDefines and implements appropriate controls to ensure all benefits of service excellence training are realized.Identify and lead performance improvement activities under the direction of the Director, Patient Experience and Service Excellence; VP, Patient Experience.Develops, gathers, analyzes and reports on key metrics in partnership with clinical, operational, and strategic leadership team.Organizes and leads meetings to ensure alignment among key stakeholders, develop work plans, execute on work plans, and achieve goals and objectives set by leadership.Informs, communicates, and reports strategic initiative and/or program status on a regular basis to key institutional stakeholders.Maintains professional growth and development through seminars, workshops, and professional affiliations to maintain certification/licensure, and/or keep abreast of latest trends in the field of expertise.Performs other related duties as assigned or requested.Your qualifications should include:Bachelor’s degree in Health Administration, Public Health, or Business Administration. Experience may substitute for minimum education requirementsTwo years of experience working in a service-oriented industry or healthcare operationsStrong communication and interpersonal skills.Project management requiredPreferred Qualifications:Demonstrated success in teaching, modeling training in healthcare or other service industry.Master’s degreeAdditional Information:Job Status: Full time, exemptSalary range: $87,190 - $135,13710% travel requiredCity of Hope is an equal opportunity employer. To learn more about our commitment to diversity, equity, and inclusion, please
click here .
#J-18808-Ljbffr