Patient Liaison Special Services

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. Position Summary: The Patient Liaison, Special Services at City of Hope serves as a dedicated advocate for high-profile and special-interest patients and their families, ensuring a seamless and exceptional care experience. This role provides 24/7 guidance, information, and support while coordinating care tailored to the unique needs of these patients. The Patient Liaison acts as a central point of contact, working collaboratively across multiple departments to facilitate access to medical services and special accommodations. Responsibilities include:

• Supporting patients and families throughout their care journey, from initial consultation to follow-up, ensuring all aspects of their experience meet City of Hope high standards of excellence.
• Serving as a bridge between departments to address and prioritize complex needs, ensuring timely and effective communication and problem resolution.
• Providing personalized care coordination, including connecting patients with resources, and arranging for special services as needed.
• Responding to inquiries and needs in a timely manner, maintaining a calm and professional demeanor in high-pressure or sensitive situations.

The ideal candidate will possess exceptional interpersonal skills, a strong understanding of care coordination in a healthcare setting, and the ability to work effectively in a fast-paced, multidisciplinary environment. This position is pivotal in fostering trust, compassion, and confidence among patients and their families, embodying City of Hope's mission of delivering hope, support, and world-class care.

As a successful candidate, you will:

• Serve as point person and key contact for high profile patients and families to ensure that City of Hope's special guests and VIPs will receive the kind of quality attention that mirrors the remarkable medical care provided by our physicians, nurses and other caregivers.
• Perform initial interface with patients and families prior to and upon arrival for appointments; welcome and escort; and through 24/7 availability, offer support and assistance during and between appointments and in-patient visits.
• Help patients and families navigate their visits and work 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.
• Monitor patient census to ensure no one is overlooked. Interface with physicians and other medical staff around patient care; coordinating referrals to services as appropriate.
• Collaborate with Quality and Risk Management around service recovery, systems changes and care coordination improvement efforts.
• Take lead role in the creation of structured systems such as an automated referral process and a specialized program tracking database.
• Help 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.

Qualifications should include: Bachelor's degree. 3 additional years of experience plus the minimum experience requirement may substitute for minimum education. 3 or more years' experience working in hospital/healthcare, development, or similar role in concierge or patient special services environment. Preferred: Current RN or LVN.

Primary Location: United States-California-Irvine

Job: Business Services Work Force Type: Onsite Shift: Days