Manager, Clinical Operations and Optimization - AccessHope - Remote

City of Hope
Closing date
Jan 29, 2022

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Life Sciences
Position Type
Full Time
Organization Type

Job Details

Manager, Clinical Operations & Optimization
AccessHope ● Remote● Two positions available

At AccessHope, we're Fighting cancer with everything we know by putting the ever-growing body of cancer knowledge to work for the greater good. Through a revolutionary employer health benefits offering, we remotely connect employees with cancer support services from National Cancer Institute (NCI)-Designated Comprehensive Cancer Centers. Instead of requiring those who have been diagnosed with cancer to come to the centers for renowned cancer expertise, AccessHope brings their support to the patient and their local oncologist-wherever they're located-to improve care, outcomes, and value.

Hopeful for those we support, rebellious in our approach, and collaborative by breaking down barriers, AccessHope is seeking a Manager, Clinical Operations and Optimization to be responsible for ensuring successful operational activities of the clinical support team at AccessHope. The Manager will support and drive the clinical operations department process improvement initiatives for medical records procurement, case coordination, customer service, narrative writing, and patient navigation operations. This role will be a change agent and will ensure process improvement initiatives are clearly defined and measured for success.

The manager drives continual process improvement to drive excellence in innovation including supporting end-user experience strategies which focus on comprehensive, highly coordinated, and personalized care.
Key responsibilities
  • Responsible for executing on process improvement initiatives including reporting, feedback, action plans, and continuous improvement methods.
  • Provides project and change management expertise, including defining project scope, identifying needed resources, managing project plans, establishing workgroups, and creating work product (i.e., meeting notes and deliverables), collaborating cross-functionally to facilitate execution
  • Managing, developing, and proactively identifying process gaps/risks and resolutions, including improvement, efficiency, and optimization opportunities.
  • Document, implement, and ensure ongoing compliance with standard operating procedures and team policies
  • Responsible for supporting the leader of clinical operations with the overall success of activities in the Clinical Operations department
  • Manage and develop team of subject matter experts who utilize operational workflows to meet client contractual terms and service line agreements for all product lines.
  • Assess, inform, communicate, and report end-user experience, program status, and deliverables to key stakeholders, and takes corrective action as necessary to meet SLA's (Service Level Agreements) and proactively mitigate issues.
  • Collaborates effectively with all operations teams to ensure departmental and organizational success
  • Support departmental staffing and day to day operations by providing direction and management to support team leaders.

Required qualifications
  • Bachelor's Degree
  • 5 years related healthcare operations experience; 2 years in a supervisory/managerial capacity
  • Ability to operate with a high sense of urgency and within critical deadlines
  • Demonstrated strong leadership abilities including, change management, facilitation, presentation, and training skills.
  • Demonstrated strong project management and planning skills in order to successfully manage multiple, simultaneous projects.
  • Demonstrated strong ability to analyze processes, enact change, work in a start-up and changing environment, and think operationally and strategically to achieve business goals.
  • Excellent/strong written and verbal communication
  • Ability to effectively work collaboratively across cross-functional teams and entities
  • Ability to prioritize and perform multiple tasks simultaneously, with excellent organization and attention to detail
  • Demonstrated ability to successfully manage excellent customer relationships and member experience.
Preferred qualifications
  • Master's degree preferred; Healthcare focus highly desired
  • Certified Oncology Patient Navigator; or ASQ certification, Six Sigma or Lean certification highly desired; or PMP certification
  • 7 or more years in healthcare operations; experience in healthcare call center manager or healthcare member experience manager highly desired; fluent in Spanish (speak, read, write)

AccessHope is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, sex, sexual orientation, identity, age, status as a protected veteran, or status as a qualified individual with disability.


City of Hope, an innovative biomedical research, treatment and educational institution with over 5,000 employees, is dedicated to the prevention and cure of cancer and other life-threatening diseases and guided by a compassionate, patient-centered philosophy.

Founded in 1913 and headquartered in Duarte, California, City of Hope is a remarkable non-profit institution, where compassion and advanced care go hand-in-hand with excellence in clinical and scientific research.  City of Hope is a National Cancer Institute designated Comprehensive Cancer Center and a founding member of the National Comprehensive Cancer Network, an alliance of the nation’s 20 leading cancer centers that develops and institutes standards of care for cancer treatment.

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