Senior Site Liaison - OC

City of Hope Orange County is transforming cancer treatment by bringing world-class expertise and specialized care closer to home. Supported by a regional network of care, our 11-acre academic cancer campus in Irvine is home to City of Hope Orange County Lennar Foundation Cancer Center, our outpatient cancer center, and Orange County's only cancer specialty hospital, opening in late 2025.

With the opening of the hospital, the full continuum of advanced cancer care-from prevention through survivorship-will be available in Orange County for the first time, eliminating the need to travel for lifesaving treatment. Seamlessly connected to our outpatient cancer center, the new clinical research hospital will feature 73 inpatient beds, advanced surgical suites, groundbreaking clinical trials, and holistic services such as rehabilitative therapy and spiritual care. This isn't standard cancer care. This is lifesaving cancer care. This is Hope.

This position serves as a Senior Site Liaison supporting the Gynecologic Oncology Disease Program providers. The Sr. Site Liaison plays a critical role in ensuring timely and coordinated patient care by managing complex scheduling across multiple clinical sites. Acting as a key liaison between patients, providers, and administrative teams, this role facilitates seamless communication and efficient appointment coordination. Responsibilities include resolving escalated scheduling issues, supporting referral processes, and maintaining high standards of customer service and data accuracy. Strong collaboration with clinical and administrative staff is essential to streamline workflows and enhance the overall patient experience.

As a successful candidate, you will:

Essential Functions:

1. Scheduling Coordination

• Coordinate patient appointments across various City of Hope (COH) clinical locations, while also facilitating referral coordination with external providers to ensure patients receive timely care, regardless of the COH site.
• Acting as a point of contact for scheduling staff regarding complex or escalated scheduling issues.
• Delegating daily scheduling tasks and responsibilities on escalated scheduling matters to team members to ensure timely patient access.
• Monitor scheduling workflows and recommend process improvements to enhance efficiency and patient satisfaction
• Utilize telecommunications and computer information systems to schedule, reschedule, and manage patient appointments.
• Ensure accurate entry of patient demographic and insurance information.
• Proactively coordinate appointments with other functional areas to maintain department productivity and quality assurance standards.
• Provide patients with up-to-date information.

2. Customer Service

• Serve as a liaison between patients and support staff including provider and provider administration, ensuring a high level of customer service.
• Develop effective relationships with clinic staff, providers, and other employees across the organization.
• Maintain composure and professionalism when dealing with difficult situations and respond appropriately to high-priority situations.

3. Quality Assurance

• Maintain appropriate levels of productivity and accuracy based on department standards.
• Stay informed about policies, procedures, and standard work within the department to perform duties effectively.
• Collaborate with all departments, including providers and leadership to streamline scheduling protocols for timely care.
• Scheduling, health insurance verification and financial clearance knowledge to ensure proper care coordination.

4. Miscellaneous Duties

• Perform other departmental duties as assigned, such as managing incoming/outgoing communication, organizing departmental documents and data entry and other tasks as assigned.
• Follow new and established hospital and department policies, procedures, objectives, performance improvement, attendance, safety, environmental, and infection control guidelines.

Your qualifications should include:

• Bachelor's degree in Healthcare or related field(4 additional years of experience plus the minimum experience requirement may substitute for minimum education).
• 5 years related experience.
• Medical terminology, Epic, CRM system.
• Preferably:Medical office, computer scheduling, insurance verification exp.Demonstrated ability/experience working with healthcare professionals and managing multiple communications amongst customer relations.

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 Comprehensive Benefits, please CLICK HERE.