Manager, Patient Scheduling & Services

Manager, Patient Scheduling & Services

About City of Hope, 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 teamscovering areas such as surgery, GI, IR, SCTU, radiation, and urologyas 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.

The successful candidate:

• Prioritize continuous process improvement initiatives.
• Troubleshoot, plan, and implement technical and operational process enhancements.
• Act on directives from local and enterprise leadership.
• Drive operational change and ensure accountability among direct and indirect reports.
• Stay updated on industry trends and technology to improve scheduling capabilities.
• 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
• Patient satisfaction
• Collaborate with executive and enterprise leadership on reports and budgets.
• Present updates to leadership and in meetings as requested.
• Serve as a resource for all patient scheduling aspects.
• Support internal customers (clinic teams, providers, etc.) with scheduling processes and education.
• Represent clinical scheduling in local and enterprise meetings.
• Provide local scheduling support as needed to meet goals.
• Manage hotel operations with a focus on quality and continuous improvement.
• Monitor efficiency and guest satisfaction.
• Maintain relationships with area hotels and internal departments (Guest Accommodations, Patient Relations, Scheduling, Travel).
• Ensure accurate data collection and budget management.
• Partner with intake scheduling or problem-solving, reporting, and service recovery.
• Collaborate with HR, Operations, and department leaders to forecast staffing needs.
• Plan for seasonal/project-based fluctuations.
• Support talent acquisition and onboarding/training agendas.
• Motivate and engage staff.
• Conduct annual reviews and provide disciplinary support when necessary.
• Routinely communicate with physicians, clinic directors, managers, patients, and caregivers.
• Participate in rounding and service recovery.
• Handle reporting and problem-solving with hospital administration and leadership.
• Manage supply and resource needs.
• Complete budget planning.
• Demonstrate fiscal responsibility by controlling operational expenses.
• Follow City of Hope and departmental policies and procedures.
• Adhere to performance, safety, environmental, and infection control standards.
• Maintain confidentiality and practice integrity.
• Perform other duties as assigned.

Qualifications

Your qualifications should include:

• 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

City of Hope is an equal opportunity employer. This position is eligible for an annual incentive bonus.