Operations Program Manager

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.

**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: 

• 10% travel
• As a condition of employment, City of Hope requires staff to comply with all state and federal vaccination mandates. 
• The estimated pay scale represents the typical range City of Hope reasonably expects to pay for this position, with offers determined based on several factors which may include, but not be limited to, the candidate’s experience, expertise, skills, education, job scope, training, internal equity, geography/market, etc.  This pay scale is subject to change from time to time.

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