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 Patient Communications Manager provides strategic planning and implementation of communications in support of patient education, engagement, campus and location disruptions, and issues management. – a multi-year initiative. The primary responsibility will be to design and assist in the execution of culturally aligned internal and external communications strategies that educate patients on our advanced and cohesive care and research environment.

The manager contributes to the overarching patient engagement vision and strategy and serves as an important part of the governance for patient communications and experience. Evaluates existing, general patient communications vehicles and outreach and implements standardized content, optimal frequency and appropriate targeting/segmentation.

Serving a key role for this groundbreaking initiative, the Manager will work collaboratively with program leads outside of their department including Clinical Marketing, Internal Communication, Event Services, Executive Communications, Media Relations, and the Content Team. The incumbent will be responsible for ensuring all campus leadership meetings, employee communications, and other key channels proactively update the organization on progress with the patient experience; developing materials for building an Orange County patient culture that aligns with the organization’s transformation toward health care of the future; and assisting managerial and executive personnel in managing relevant changes.

Key Responsibilities include:

• Create compelling, creative and integrated internal communications campaigns from beginning to end that have impact and leverage storytelling content that support and advance organizational objectives, promote transformation, and mitigate impact of changes patient care on key internal stakeholders (staff and patients).

• Partner with strategic communications leadership, as well as media specialists and content team, to proactively determine external channel strategy, as appropriate. Support the development of creative, integrated communications content that is distributed on appropriate channels in traditional, social and digital media. Anticipate opportunities, potential issues and patients’ needs, and assist with change management communications when appropriate. Manage necessary review and approval processes for accurate dissemination of information to patients.

• Build and maintain positive relationships with key stakeholders across the organization to become a trusted partner. Provide the methods and guidance to enable informed decision-making for internal external communication strategies.

• Define and measure success metrics and monitor change progress and communication effectiveness.

Follows established City of Hope and department policies, procedures, objectives, performance improvement, attendance, safety, environmental, and infection control guidelines, including adherence to the workplace Code of Conduct and Compliance Plan. Practices a high level of integrity and honesty in maintaining confidentiality.

Performs other related duties as assigned or requested.

Basic education, experience and skills required for consideration:

• B.A. in Communications, English, Journalism, Marketing or related field
• 5 years of relevant experience in a Corporate Communications capacity with relevant experience in patients communications
• 1-2 years of experience in a managerial capacity, with proven track record developing and executing creative communications strategies for internal and external stakeholders.
• Knowledge of different channels across the traditional, social and digital media spectrum a must.

Preferred education experience and skills:

• Healthcare communications experience
• Experience in an academic medical center or nonprofit hospital
• Experience collaborating with teams in a professional services or large matrix company
• Experience in communicating change management and cultural transformation.
• Expertise in using communications to develop an internal culture
• Experience with large scale reputation campaigns targeting key stakeholders

Additional Information:

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