Job Description

Lead, Patient Experience Specialist

About City of Hope

City of Hope is an independent biomedical research and treatment organization for cancer, diabetes and other life-threatening diseases.

Founded in 1913, City of Hope is a leader in bone marrow transplantation and immunotherapy such as CAR T cell therapy. City of Hope’s translational research and personalized treatment protocols advance care throughout the world. Human synthetic insulin, monoclonal antibodies and numerous breakthrough cancer drugs are based on technology developed at the institution.  AccessHope, a subsidiary launched in 2019 serves employers and their health care partners by providing access to City of Hope’s specialized cancer expertise.

A National Cancer Institute-designated comprehensive cancer center and a founding member of the National Comprehensive Cancer Network, City of Hope is ranked among the nation’s "Best Hospitals" in cancer by U.S. News & World Report and received Magnet Recognition from the American Nurses Credentialing Center. Its main campus is located near Los Angeles, with additional locations throughout Southern California, Arizona, Illinois and Georgia. 

Job Description:

The Patient Experience Specialist Lead will ensure that the delivery of service standards is met by monitoring and reviewing Patient Access Calls, chats, and records created in the Salesforce and EPIC systems. The lead will guide the team and ensure consistent monitoring approach for the Enterprise Patient Access Center which includes over 400 FTEs across multiple Patient Access service lines is aligned. The Patient Experience Specialist Lead is responsible for utilizing all resources (Calabrio, Verint, Salesforce, EPIC, QA forms, training sessions, job aids, etc.) to facilitate effective review of calls/chats and provide coaching for performance. The Patient Experience Specialist Lead is accountable for utilizing QA forms and monitoring that Business rules and service expectations are met. The Lead will be responsible for aggregating and compiling patient experience survey results and work closely with the training team/leadership team on ongoing training/coaching needed for the reps. This role requires someone with exceptional listening, customer service, and analytical skills. The Lead will be the Customer Relationship Management and subject matter expert for the team and will work with leadership for maintenance of quality criteria.

Skills, Education and Additional Information

  • 3-5 years of proven experience within a call center environment/Customer Services/Sales and/or equivalent QA experience
  • Bachelor’s degree in Organizational Leadership, Human Resources, Business, or related field and/or equivalent experience
  • Background in healthcare preferred
  • Knowledge of Quality Monitoring Software and Compliance Solution (preferably Calabrio and/or Verint)
  • Knowledge of Customer Relationship Management platform (preferably Salesforce)
  • Knowledge of Electronic Medical System (preferably EPIC)
  • Strong Analytical skills
  • Demonstrated ability to communicate and present across all levels of the organization; must be able to clearly articulate complex ideas both verbally and in writing
  • Ability to build professional relationships within department and cross-functional teams while facilitating a collaborative environment; ability to influence the execution of programs
  • Organized, self-motivated, and capable of working in a rapidly changing environment

Pay Range

$64,411.78 - $106,120.56

Placement within the identified pay range is based on individual and market factors including, but not limited to, experience, education, credentials (including licenses and certifications), geographic location, market competition, skill set (including market availability of required skills), assigned/anticipated job tasks, and level of responsibility.  These factors are considered without regard to an individual’s status as a member of any protect group pursuant to federal, state, and/or local law.

City of Hope’s commitment to Diversity, Equity, and Inclusion

We believe diversity, equity and inclusion is key in serving our mission to provide compassionate patient care, drive innovative discovery, and advance vital education focused on eliminating cancer and diabetes in all of our communities.  Our commitment to Diversity, Equity and Inclusion ensures we bring the full range of skills, perspectives, cultural backgrounds, and experiences to our work -- and that our teams align with the people we serve in order to build trust and understanding.  We are dedicated to fostering a community that embraces diversity - in ideas, backgrounds, and perspectives; this is reflected in our work and represented in our people.

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Application Instructions

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