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 position works on-site in Irvine Monday - Friday with weekend coverage as needed.

The Manager, Hospitality & Patient Transport Services, is responsible for the management of day-to-day operation of City of Hope’s Patient Transport and Ambassador program. This position works with direct reports to run day-to-day operations and ensure implementation of City of Hope patient experience service strategy for the door-to-door experience. The Manager oversees and supports operational performance, including front office, financials, revenue, facilities, cleanliness, and reporting.The position ensures daily operations meet City of Hope’s standards, targets customer needs and ensures patients, families, guests, physicians, and employee satisfaction.

As a successful candidate, you will:

• Implement and standardize best practices in hospitality/customer service and ambassador programs regarding patient and staff experience.
• Manage all Patient, Equipment, and specimen transport along with the ambassador program. Interact with customers to receive feedback on quality-of-service levels.
• Create an atmosphere in all areas where patients interact with the ambassador teams that meets or exceeds patient, guest, and employee expectations.
• Implement LEAN systems and utilizes Design Thinking to enable employees to improve the patient experience, meet regulatory requirements, perform to the highest level.
• Manage the budgets within their purview within 5% of annual allocation and reports monthly on variances or additional needs for this area of the department
• Develop, implement, and actively monitor the effectiveness of standard work within all aspects of job responsibilities

Your qualifications should include:

• Bachelor’s degree in Business Administration, Supply Chain Management, Engineering, Healthcare Management, or other technical area.

~or~ 8 years progressive experience in a healthcare or customer service setting.

• 5 years progressive experience in a healthcare or customer service setting
• 3 years of leadership experience in a hospital or clinical operations
• Proven leadership skills in building and managing front line teams with a history of success in executing projects in support of strategic business initiatives.
• Valid Driver License
• Excel, Word, PowerPoint, and Outlook skills required
• Lean Six Sigma certification (Green Belt, Black Belt) preferred.

Additional Information:

Job Status: Full time, exempt

Salary range $ 83,412- $139,297

City of Hope employees pay is based on the following criteria: work experience, qualifications, and work location.

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

To learn more about our Comprehensive Benefits, pleaseCLICK HERE.