Program Manager for Operations Excellence

2 weeks ago

Duarte, California, United States City of Hope Full time

Program Manager for Operations Excellence

Become a vital part of the innovative team at City of Hope, where we are dedicated to transforming lives and making a significant impact in the battle against cancer, diabetes, and other critical health challenges. Our expanding national network encompasses our Los Angeles campus, a variety of clinical care sites throughout Southern California, a new cancer center in Orange County, and treatment facilities in major cities.

This position operates in a hybrid model, requiring on-site engagement at various City of Hope locations in Southern California.

The Program Manager for Patient Experience and Service Excellence will play a crucial role in the development, execution, and rollout of comprehensive service excellence standards across the organization.

Key Responsibilities:

  • Collaborate with departmental leaders to evaluate existing service levels and establish departmental and role-specific service standards.
  • Prepare leadership teams to sustain service excellence through effective daily management practices.
  • Recognize and celebrate outstanding patient experience behaviors and outcomes among employees, teams, and departments.
  • Support the identification and reporting of metrics and milestones at both departmental and organizational levels, including assistance with executive leadership team updates.
  • Assist in the development and maintenance of program timelines, defining key project tasks and milestones, and tracking progress against these activities.
  • Handle administrative responsibilities such as scheduling and facilitating meetings, preparing meeting materials, and documenting actions and changes to project plans.
  • Contribute to the preparation of project plans under the guidance of the director of patient experience and service excellence and/or physician leaders.
  • Facilitate the development, coordination, and implementation of strategies that promote cross-functional collaboration to execute key strategic initiatives.
  • Prepare and develop presentation materials, ensuring project documentation is complete, up-to-date, and properly archived.
  • Communicate project status through regular reporting and dashboards.

Your qualifications should include:

  • A Bachelor’s degree in Health Administration, Public Health, or Business Administration (experience may substitute for minimum education requirements).
  • A minimum of two years of experience in a service-oriented industry or healthcare operations.
  • Strong communication and interpersonal skills.
  • Proven project management experience.

Preferred Qualifications:

  • Demonstrated success in teaching and training within healthcare or other service sectors.
  • A Master’s degree.

Additional Information:

  • Job Status: Full-time, exempt.
  • Salary range: $87,190 - $135,137.
  • 10% travel may be required.

City of Hope is an equal opportunity employer committed to diversity, equity, and inclusion.

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