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.

The Managing Director, Patient Specialty Services Program (PSSP), will contribute to this vision by supporting and modeling a commitment to disciplined, key processes and programs that support the OOP-wide focus on collaboration and metrics-based outcomes. By providing both strong leadership and individual contributions, as well as fostering high-level strategic partnerships, the Managing Director will drive the evolution of PSSP into a patient- and donor-centered, leading industry program to support City of Hope’s mission. To accomplish this, we are committed to growing careers within the OOP to attract and retain the most talented professionals in the country, and excel as a highly collaborative, efficient and creative team.

The Managing Director leads the PSSP team and works collaboratively throughout OOP and the City of Hope to ensure HIPAA compliance, navigation and patient satisfaction for all patients served by PSSP. The Senior Executive Director serves as a problem-solver for non-medical care related issues, such as appointment scheduling, logistics coordination and service-recovery; communicates findings and proposes solutions appropriately to key OOP and City of Hope stakeholders. On occasion, the Managing Director may serve as the navigator for select patients.

The Managing Director will work closely with centralized OOP teams to build and track robust analytical reporting which is HIPAA compliant and captures both quantitative and qualitative data.

As a successful candidate, you will:

• Leads the PSSP program and supervises the PSSP Navigation team, deployed throughout COH to deliver coordination of quality care to City of Hope’s most dedicated benefactors.
• Serves as the key contact for City of Hope’s highest profile patients—those with the ability to make gifts of $10M+ to City of Hope. Interacts with OOP colleagues to ensure these patients have seamless interactions with City of Hope.
• In coordination with frontline fundraisers, stewards current and prospective benefactors with $10M+ philanthropic capacity to assess their interest in increasing their philanthropic commitment to, and engagement with, City of Hope. As appropriate, facilitates an introduction to frontline fundraisers or OOP leadership for philanthropic follow-up.
• Establishes, directs, and continuously improves the formal PSSP patient process and communicates the process and any improvements clearly to all relevant staff throughout the organization.
• Oversees the process for inputting PSSP patient information into OOP and City of Hope, including data management, reporting and calendaring appointments, among others.
• Conducts PSSP staff meetings and attends all OOP and City of Hope meetings and trainings when invited to do so.
• Proactively informs Senior Vice President, Philanthropy, and OOP leadership of all policy changes that affect patients. Keeps OOP leadership and colleagues informed of all significant interactions and conversations regarding gratitude or philanthropy.
• Collaborates with OOP leadership in the development of PSSP policies, procedures and training curricula. Delivers training to all relevant staff.
• Serves as the primary ambassador and advocate for PSSP to administrative and medical leadership across COH, communicating the important contributions of the program, and philanthropy, to the success of City of Hope’s mission. Interfaces with administrative and medical leadership to determine site-specific PSSP needs.
• Assumes a lead role in the creation of structured systems (e.g., an automated referral process and a specialized program tracking database). Directs the development of tracking, metrics and reporting processes for PSSP activities to guarantee the highest level of service throughout the patient’s entire City of Hope journey

Your qualifications should include:

Minimum Education:

• Bachelor’s Degree in nursing, healthcare administration, business or public health

Minimum Experience:

• 7+ years of Navigation or Nursing experience in a non-profit Hospital.
• 4 years supervisory experience
• Experience building successful programs.

City of Hope employees pay is based on the following criteria: work experience, qualifications, and work location.

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

To learn more about our Comprehensive Benefits, please CLICK HERE.