Manager, Patient Scheduling & Services

City of Hope • Newnan, GA

106d

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 Manager of Patient Scheduling and Services is responsible for overseeing all patient entry access points, including clinical scheduling, Guest Services, and Guest Accommodations, while also serving as a liaison for new patient intake scheduling. This role ensures operational efficiency, compliance, and high levels of patient satisfaction across departments. The manager leads clinical and specialty scheduling teams—covering areas such as surgery, GI, IR, SCTU, radiation, and urology—as well as the scheduling call center. A key focus of the role is enhancing patient retention through continuous system and process improvements, achieved by collaborating with clinic leaders, providers, enterprise scheduling, and IT teams. The manager fosters a dynamic, high-performing environment and serves as a role model for professional excellence in patient care and interdepartmental staff relations.

Requirements

• Bachelor's Degree or equivalent directly-related work experience required.
• Minimum of Three (3) years in a scheduling function.
• Minimum of Three (3) years of supervisory experience required.

Responsibilities

• Oversee all patient entry access points, including clinical scheduling, Guest Services, and Guest Accommodations.
• Serve as a liaison for new patient intake scheduling.
• Ensure operational efficiency, compliance, and high levels of patient satisfaction across departments.
• Lead clinical and specialty scheduling teams covering areas such as surgery, GI, IR, SCTU, radiation, and urology.
• Enhance patient retention through continuous system and process improvements.
• Collaborate with clinic leaders, providers, enterprise scheduling, and IT teams.
• Develop and maintain metrics and reports to assess system and process efficiency.
• Identify improvement opportunities using data such as scheduler productivity, retention metrics, KPIs, caller wait times, and patient satisfaction.
• Collaborate with executive and enterprise leadership on reports and budgets.
• Manage hotel operations with a focus on quality and continuous improvement.
• Monitor efficiency and guest satisfaction.
• Maintain relationships with area hotels and internal departments.
• Ensure accurate data collection and budget management.
• Support talent acquisition and onboarding/training agendas.
• Conduct annual reviews and provide disciplinary support when necessary.
• Routinely communicate with physicians, clinic directors, managers, patients, and caregivers.
• Handle reporting and problem-solving with hospital administration and leadership.
• Manage supply and resource needs.
• Complete budget planning.
• Follow City of Hope and departmental policies and procedures.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Industry: Hospitals
• Education Level: Bachelor's degree