Operations Program Manager

Join the transformative team atCity 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 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.

Your qualifications should include:

• 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.
• Project management required

Preferred Qualifications:

• Demonstrated success in teaching, modeling training in healthcare or other service industry.
• Master’s degree

Additional Information:

Job Status: Full time, exempt

Salary range: $87,190 - $135,137

10% travel required

City of Hope is an equal opportunity employer. To learn more about our commitment to diversity, equity and inclusion, pleaseclick here.