The Patient Liaison, Special Services serves as a trusted advocate and central point of contact for high-profile and special-interest patients and their families. In this highly visible role, you will coordinate personalized care, help patients navigate services, and partner across departments to create a seamless, compassionate, and exceptional experience from initial consultation through follow-up.
This is an outstanding opportunity for a poised, resourceful healthcare professional who thrives in a fast-paced environment and can respond calmly to complex or sensitive needs. Your relationship-building skills, sound judgment, and commitment to service excellence will help patients and families feel supported and confident throughout their care journey.
As a successful candidate, you will:- Serve as the primary contact and advocate for special guests, VIP patients, and their families.
- Welcome and escort patients and families while providing responsive support before, during, and between appointments and inpatient visits.
- Coordinate schedules, prepare patients for appointments, communicate with clinic teams, and monitor the patient census to ensure no one is overlooked.
- Partner with physicians and other medical professionals to coordinate care and connect patients with appropriate services and resources.
- Help patients and families navigate visits, special accommodations, and complex requests while maintaining confidentiality and professionalism.
- Collaborate with Quality and Risk Management on service recovery, system improvements, and care coordination initiatives.
- Develop and manage structured referral, tracking, and reporting processes that support an exceptional patient experience.
- Gather and share timely feedback regarding patient and family experiences and identify opportunities to enhance service.
- Participate in performance improvement activities, committees, and meetings that strengthen care delivery.
- Manage multiple priorities, allocate resources, and delegate responsibilities effectively in a high-touch environment.
Your qualifications should include: - Bachelor's degree or three additional years of relevant experience
- Three or more years of experience in a hospital or healthcare, development, concierge, patient special services, or similar environment.
- Demonstrated ability to collaborate with medical personnel and working knowledge of healthcare practices and care delivery.
- Excellent communication, organization, relationship-building, diplomacy, judgment, and decision-making skills.
- Ability to manage multiple priorities, work independently with minimal supervision, and remain composed when responding to last-minute requests.
- Project management and delegation skills, along with proficiency in Microsoft Office Suite.
- Availability to work evenings and weekends as required
- Experience supporting high-profile populations is preferred.
Bring your expertise, compassion, and commitment to exceptional service to City of Hope.
Apply today and help create a personalized, supportive care experience for every patient and family you serve. Additional Information: Job Status: Full time, exempt
Salary range $84,900 - $131,600
City of Hope employees' pay is based on the following criteria: work experience, qualifications, and work location.
To learn more about our Comprehensive Benefits, please CLICK HERE .
