Sr. Visitor Services Associate

City of Hope
Duarte, California
Closing date
May 25, 2022

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Life Sciences
Position Type
Full Time
Organization Type

Job Details

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 and in Arizona.

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.

Position Summary

The Senior Visitor Services Associate is responsible for leading the visitor and internal client experience and ensuring an outstanding, informative, well-planned and executed experience. S/he leads the planning, development, implementation and execution of a wide-range of tours and events including philanthropy tours, government and community relations tours, staff tours and department-sponsored events. S/he plays a lead role in delivering and supporting the strategic mission of the institution by relaying key initiatives in an engaging and exciting manner and effectively communicates the mission, vision, strategic priorities, clinical strengths, innovative research and vital education at City of Hope to volunteers, visitors, donors, patients, staff and the external community. S/he should be comfortable with public speaking, possess a high degree of professionalism and initiative, and have the ability to convey complex scientific and clinical concepts in lay terms. S/he collaborates with staff and leadership across the organization to help ensure that the institution's strategic goals and priorities are highlighted in a compelling and engaging manner, while building relationships with clinical and research faculty and staff members. S/he defines the City of Hope museum experience, by stewarding guests through digital interactive exhibits and connecting the content to strategic priorities and strengths. S/he supports the Speakers Bureau program with identification of new patient and faculty speakers in strategic areas, development of speaker's stories and presentations, maintenance of the speaker database, compliance with HIPAA laws, and placement of speakers at internal and external events. S/he oversees tour and Speakers Bureau scheduling, and manages the Visitor and Hospitality Services online request system. S/he should have a diplomatic spirit and an insatiable desire for knowledge about and pride in City of Hope's mission.

Key Responsibilities include:
  • Plans, conceptualizes and executes critical tours which create awareness of the institution to external communities such as philanthropy donors, community and educational groups, and new recruits and employees (New Hire Orientation).
  • Leads high impact department events. Duties include, but are not limited to, hospitality, day-of event coordination, facility oversight, program logistics, event set-up and breakdown, guest and RSVP list management, and general troubleshooting.
  • Collaborates with faculty and staff to determine the correct institutional voice for tours, and internal and external events. This includes: working with identified faculty and staff to hone their voice on tours, speaking engagements, lab and site visits.
  • Manages the development and maintenance of official Visitor Services talking points, and the ongoing inclusion of new initiatives and strategic messaging. Identifies, researches, and incorporates new information on research and clinical programs and strategic priorities into tour messaging.
  • Collaborates with managers and leaders to identify messaging for research and clinical programs, as well as the strategic priorities which will be incorporated into each tour and event.
  • Manages tour calendar to include: scheduling and assignment of tours for internal and external individuals, groups and organizations that wish to schedule site visits and/or tours of City of Hope. Responds to internal and external inquiries for tours and site visits.
  • Is charged with upholding the image of the institution by producing tours and department-sponsored events with consistent protocol, strategic messaging and high quality ceremony. Models behaviors in concert with institutional mission, values, policies and procedures. Adheres to strict confidentiality policies in handling patient and donor information.
  • Builds positive working relationships and communicates effectively with all constituencies, including patients, donors, staff, and vendors.
  • Collaborates with philanthropy, administration, clinical, research and marketing and communications staff as it relates to coordinating programming and logistics for tours and events.
  • Assists Manager, Visitor Services and Speakers Bureau with oversight of the Visitor Services Department and Speakers Bureau program operations, to include new speaker identification, recruitment and on-boarding, and HIPAA compliance.
  • Manages Speakers Bureau calendar and reporting to ensure accuracy of information, the fulfillment of requests, and tracking of speaker engagements. Ensure HIPAA laws are strictly adhered to, monitor expirations and ensure patient speakers are current.
  • Leads the continued development and maintenance of the Visitor and Hospitality Services online request system in collaboration with internal web team, the Senior Hospitality Associate, the Manager, Visitor Services and Speakers Bureau, and the Director, Visitor and Hospitality Services.
  • Oversees completion of monthly departmental reports by Visitor Services Associate.
  • Collaborates with Manager, Visitor Services and Speakers Bureau to define and implement operational tour request and Speakers Bureau protocols.
  • Ability to work independently in a fast-paced environment and juggle multiple assignments with flexibility and limited oversight.
  • Personally models the highest standards of collaboration and integrity.
  • Follows established City of Hope and department policies, procedures, objectives, performance improvement, attendance, safety, environmental, and infection control guidelines, including adherence to the workplace Code of Conduct and Compliance Plan. Practices a high level of integrity and honesty in maintaining confidentiality.
  • Performs other related duties as assigned or requested.

Basic education, experience and skills required for consideration:
  • B.A. in Communications, Marketing, Public Administration or other relevant discipline.
  • Experience may substitute for minimum education requirements.
  • 5-8 years of experience in a guest/visitor services or public facing position and event management.
  • 1-2 years of experience speaking in public and delivering information in a professional or academic environment.

Required Courses/Training:
  • Valid California driver's license and proof of insurance.

Additional Information:
  • As a condition of employment, City of Hope requires staff to comply with all state and federal vaccination mandates.

City of Hope 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, gender 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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