Internal and Patient Communications, Program Manager

City of Hope • Goodyear, AZ

2d

About The Position

City of Hope's mission is to make hope a reality for all touched by cancer and diabetes. Founded in 1913, City of Hope has grown into one of the largest and most advanced cancer research and treatment organizations in the U.S., and one of the leading research centers for diabetes and other life-threatening illnesses. City of Hope research has been the basis for numerous breakthrough cancer medicines, as well as human synthetic insulin and monoclonal antibodies. With an independent, National Cancer Institute-designated comprehensive cancer center that is ranked top 5 in the nation for cancer care by U.S. News & World Report at its core, City of Hope’s uniquely integrated model spans cancer care, research and development, academics and training, and a broad philanthropy program that powers its work. 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 cancer treatment centers and outpatient facilities in the Atlanta, Chicago and Phoenix areas. The Program Manager, Internal and Patient Communications is responsible for planning, coordinating, and implementing internal communications and patient facing communication initiatives across City of Hope Phoenix and their multiple clinics. This role works closely with hospital leadership, human resources, clinical teams and national communication partners to ensure consistent, accurate, and timely communication across all channels that support employees, clinicians, patients, and caregivers. Reporting to the Executive Director of Marketing, Communications, Physician Relations, the Program Manager ensures that communication strategies are aligned with organizational objectives, operational needs and patient care priorities. The roles is accountable for: maintaining and updating hospital-specific communication channels, developing integrated communication plans to ensure timely and strategic communication is provided to employees, serving on internal committees and initiatives, building relationships with hospital executives, clinicians, corporate and hospital leaders. The Program Manager will support the patient engagement strategy to ensure patients receive timely communication and compassionate care throughout their care experience at City of Hope. A strong focus will be on patient educational content and necessary information relevant to patient care such as campus/location disruption, issues management and emergency communications. Internal Communications The Program Manager will lead communication efforts to inform employees of hospital innovations, initiatives, events, issues and emergency needs. This role is vital to employee engagement and retention and assists with developing consistent, clear messaging to all audiences. This position will research, write, and edit communications highlighting hospital and clinic programs for hospital employees. The Program Manager will work closely with the Phoenix MarComs team and the Human Resources Team, as well as the system communication teams to ensure enterprise-wide integrated communications efforts are vetted and adapted to the needs of employees at the regional level. Patient Communications This role develops patient collateral, patient-facing TV content, etc. Develops communication plans with clear and empathetic patient-facing communications to support the care experience and execute wayfinding resources, ensuring alignment with City of Hope’s patient-centered mission. In collaboration with the clinical and administrative team, support in creating and refining patient information collateral, FAQs, and appointment-related communications ensuring the patients have all the information needed for their care experience. Manage patient messaging across multiple touchpoints including digital portals, digital signage, printed materials, and hospital signage. Ensure accuracy, clarity, and accessibility of patient communications, particularly related to the impact of patient care, hospital policies, and service availability. Available 24/7 to support urgent or crisis-related patient communications, ensuring timely updates on hospital and outpatient clinic policies, safety measures, and emergency protocols. Works closely with internal stakeholders and subject matter experts to create communication plans, templates and patient communications to support patient experience and engagement and to improve communication touchpoints that impact patient satisfaction and understanding. Anticipate opportunities, potential issues and patients’ needs, and assist with change management communications when appropriate. Support necessary review and approval processes for accurate dissemination of information to patients and staff. The successful candidate: The Program Manager, Internal and Patient Communications is responsible for planning, coordinating, and implementing internal communications and patient facing communication initiatives across City of Hope Phoenix and their multiple clinics. This role works closely with hospital leadership, human resources, clinical teams and national communication partners to ensure consistent, accurate, and timely communication across all channels that support employees, clinicians, patients, and caregivers. Reporting to the Executive Director of Marketing, Communications, Physician Relations, the Program Manager ensures that communication strategies are aligned with organizational objectives, operational needs and patient care priorities. The roles is accountable for: maintaining and updating hospital-specific communication channels, developing integrated communication plans to ensure timely and strategic communication is provided to employees, serving on internal committees and initiatives, building relationships with hospital executives, clinicians, corporate and hospital leaders. The Program Manager will support the patient engagement strategy to ensure patients receive timely communication and compassionate care throughout their care experience at City of Hope. A strong focus will be on patient educational content and necessary information relevant to patient care such as campus/location disruption, issues management and emergency communications.

Requirements

• Minimum of a BS/BA in Marketing, Journalism, Communications, Public Relations, English or in a related field OR experience in a related filed.
• Must have a minimum of 5 years of relevant communications experience.
• Strong written and verbal communication skills.
• Strong public speaking ability to represent the brand.
• Excellent organizational skills and analytical skills.
• Ability to assist and lead projects and events assigned by management.
• Proficient in Microsoft Word, Excel, PowerPoint, Outlook and Adobe.

Responsibilities

• maintaining and updating hospital-specific communication channels
• developing integrated communication plans to ensure timely and strategic communication is provided to employees
• serving on internal committees and initiatives
• building relationships with hospital executives, clinicians, corporate and hospital leaders
• supporting the patient engagement strategy to ensure patients receive timely communication and compassionate care throughout their care experience at City of Hope
• leading communication efforts to inform employees of hospital innovations, initiatives, events, issues and emergency needs
• researching, writing, and editing communications highlighting hospital and clinic programs for hospital employees
• developing patient collateral, patient-facing TV content, etc.
• developing communication plans with clear and empathetic patient-facing communications to support the care experience and execute wayfinding resources, ensuring alignment with City of Hope’s patient-centered mission
• supporting in creating and refining patient information collateral, FAQs, and appointment-related communications ensuring the patients have all the information needed for their care experience
• managing patient messaging across multiple touchpoints including digital portals, digital signage, printed materials, and hospital signage
• ensuring accuracy, clarity, and accessibility of patient communications, particularly related to the impact of patient care, hospital policies, and service availability
• being available 24/7 to support urgent or crisis-related patient communications, ensuring timely updates on hospital and outpatient clinic policies, safety measures, and emergency protocols
• working closely with internal stakeholders and subject matter experts to create communication plans, templates and patient communications to support patient experience and engagement and to improve communication touchpoints that impact patient satisfaction and understanding
• anticipating opportunities, potential issues and patients’ needs, and assist with change management communications when appropriate
• supporting necessary review and approval processes for accurate dissemination of information to patients and staff

Benefits

• To learn more about our comprehensive benefits, click here: Benefits Information
• City of Hope employees pay is based on the following criteria: work experience, qualifications, and work location.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager