Operations Program Manager - Service Excellence

City of Hope

Duarte, CA

Job posting number: #7100397 (Ref:10016475)

Posted: May 19, 2022

Application Deadline: Open Until Filled

Job Description

About City of Hope

City of Hope is an independent biomedical research and treatment organization for cancer, diabetes and other life-threatening diseases.

Founded in 1913, City of Hope is a leader in bone marrow transplantation and immunotherapy such as CAR T cell therapy. City of Hope’s translational research and personalized treatment protocols advance care throughout the world. Human synthetic insulin, monoclonal antibodies and numerous breakthrough cancer drugs are based on technology developed at the institution.  AccessHope™, a subsidiary launched in 2019 serves employers and their health care partners by providing access to City of Hope’s specialized cancer expertise.

A National Cancer Institute-designated comprehensive cancer center and a founding member of the National Comprehensive Cancer Network, City of Hope is ranked among the nation’s “Best Hospitals” in cancer by U.S. News & World Report and received Magnet Recognition from the American Nurses Credentialing Center. Its main campus is located near Los Angeles, with additional locations throughout Southern California and in Arizona.

City of Hope’s commitment to Diversity, Equity, and Inclusion

We believe diversity, equity and inclusion is key in serving our mission to provide compassionate patient care, drive innovative discovery, and advance vital education focused on eliminating cancer and diabetes in all of our communities.  Our commitment to Diversity, Equity and Inclusion ensures we bring the full range of skills, perspectives, cultural backgrounds, and experiences to our work -- and that our teams align with the people we serve in order to build trust and understanding.  We are dedicated to fostering a community that embraces diversity - in ideas, backgrounds, and perspectives; this is reflected in our work and represented in our people.

Position Summary

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.  This position 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 items
  • Assist in preparation of project plans under direction of director of patient experience and service excellence and/or physician leader(s); contribute to numerous project teams; help define project objectives and activities
  • Assist 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 dashboards

Key Responsibilities include:

  • Lead all project management duties related to assigned department based service excellence initiatives
  • Develops 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 review
  • Performs 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 parties
  • Defines and implements appropriate controls to ensure all benefits of service excellence training are realized.
  • Identify and lead performance improvement activities under 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 field of expertise.
  • Performs other related duties as assigned or requested.

Basic education, experience, and skills required for consideration:

  • Bachelor’s Degree in Health Administration, Public Health, or Business Administration. Experience may substitute for minimum education requirements.
  • Two years of experience working in service oriented industry or healthcare operations.
  • Strong communication and interpersonal skills.
  • Ability to work independently.
  • Project management, required
  • Excellent human related skills, required
  • MS Word and Excel, required

Preferred education, experience, and skills:

  • Demonstrated success in teaching, modeling training in healthcare or other service industry.
  • MS Project, preferred

Additional Information:

As a condition of employment, City of Hope requires staff to comply with all state and federal vaccination mandates.

  • Shift: Day
  • Job Status: Full-time

City of Hope is committed to creating a diverse environment and is proud to be an equal opportunity employer.  All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, sex, sexual orientation, gender identity, age, status as a protected veteran, or status as a qualified individual with disability.



City of Hope is a community of people characterized by our diversity of thought, background and approach, but tied together by our commitment to care for and cure those with cancer and other life-threatening diseases. The innovation that our diversity produces in the areas of research, treatment, philanthropy and education has made us national leaders in this fight. Our unique and diverse workforce provides us the ability to understand our patients' needs, deliver compassionate care and continue the quest for a cure for life-threatening diseases. At City of Hope, diversity and inclusion is a core value at the heart of our mission. We strive to create an inclusive workplace environment that engages all of our employees and provides them with opportunities to develop and grow, both personally and professionally. Each day brings an opportunity to strengthen our work, leverage our different perspectives and improve our patients’ experiences by learning from others. Diversity and inclusion is about much more than policies and campaigns. It is an integral part of who we are as an institution, how we operate and how we see our future.


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