Patient Liaison Special Services - Duarte (Onsite)

City of Hope • Irwindale, CA

401d

About The Position

The Patient Liaison Special Services role at City of Hope is designed to provide exceptional support and service to high-profile patients and their families, ensuring they receive the attention and care that reflects the organization's commitment to quality healthcare. This position acts as a key contact for major donors and leadership volunteers, facilitating a seamless experience during their visits and appointments.

Requirements

• Bachelor's degree or equivalent experience in a related field.
• 3 or more years of experience in a hospital/healthcare, development, or similar role in concierge or patient special services environment.
• Preferred: Bachelor's degree in health or health-related field.
• Preferred: Knowledge of oncology healthcare and psychosocial needs of cancer patients and their families.

Responsibilities

• Serve as the primary contact for high-profile patients and families, ensuring quality attention and support.
• Perform initial interface with patients and families prior to and upon arrival for appointments, welcoming and escorting them.
• Provide 24/7 support and assistance during and between appointments and in-patient visits, including booking VIP suites or Hope village as necessary.
• Help patients and families navigate their visits, ensuring service excellence and optimal scheduling of appointments.
• Monitor patient census to ensure no patients are overlooked.
• Build and maintain partnerships with high-end institutions and services in the community for timely and professional responses to patient needs.
• Interface with physicians and medical staff regarding patient care and coordinate referrals to services as appropriate.
• Collaborate with Quality and Risk Management on service recovery and care coordination improvement efforts.
• Lead the creation of structured systems such as an automated referral process and a specialized program tracking database.
• Develop and manage the tracking and reporting process for department activities to ensure high levels of customer service throughout the patient experience.
• Steward current donors to increase their financial commitment and engagement with City of Hope, making referrals to Major Gift Officers as appropriate.

Benefits

• Comprehensive benefits package including health insurance, dental insurance, and vision insurance.
• 401k retirement savings plan with employer matching contributions.
• Paid time off and paid holidays.
• Professional development opportunities and continued education support.

What This Job Offers

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