Fred Hutchinson Cancer Research Center & Seattle Cancer Care Alliance

Manager, Patient Services - SCCA Proton Therapy Center

Job ID
15145
Type
Regular Full-Time
Company
SCCA Proton Therapy Center
Location
US-WA-Seattle

Overview

The Manager, Patient Services will anticipate and address the needs of SCCA Proton Therapy Center patients/families and exceed patient expectations on satisfying these needs.  They will be instrumental in creating an environment of service excellence that transcends service levels commonly experienced in the healthcare environment and will create a high service environment on par with the hospitality industry.  Seeks opportunities to create lasting, positive relationship by anticipating needs and fostering connections with patients and the community.  The Manager, Patient Services will exude warmth, energy and charisma, thrive on the unexpected, understand the feelings, emotions, and concerns of patients with cancer, and possess an unbridled passion for the patient experience.

 

Click HERE to apply for Manager, Patient Services

Responsibilities

  • Foster a welcoming environment; orchestrating the treatment experience in the best possible way while always keeping the patient’s needs and concerns in mind
  • Understand patient/family needs and connect them to the right person/people at the right time
  • Anticipate and address transportation, lodging, and other requirements for patients and their families throughout treatment
  • Approach all encounters with patients, families, guests and fellow employees in a gracious, attentive, courteous and service-oriented manner
  • Plan and orchestrate center social activities for patients and the families, including the weekly patient graduation and monthly patient support groups
  • Identify and create opportunities for patients/caregivers by reaching out to local businesses, and negotiating center-specific benefits
  • Maintain relationships within the community in order to curate a wealth of resources for our patients such as dining, community activities, spa, fitness, transportation, lodging, support groups, and any other needs
  • Execute Center tours and other patient and community member activities in collaboration with Patient Services team
  • Cultivate relationships with past, current, and future donors
  • Facilitates the Patient Advocacy Program, including identifying and training patient advocates, maintaining relationships, and connecting patients to patient outreach and marketing opportunities
  • Manage and grow the concierge staff
  • Manage the Patient Services budget, keeping fiscal responsibility and patient/family satisfaction in mind when making all decisions
  • Develop policy and procedures for concierge functions

Click HERE to apply for Manager, Patient Services

Qualifications

  • Minimum 5 years’ experience in the field of Patient/Guest Relations, Hospitality, and/or Customer Service
  • Background in social work or donor relations a plus
  • Exemplary customer satisfaction skills, including dealing effectively with the public, both in person and over the telephone
  • Strong communication and problem solving skills
  • Ability to maintain patience and provide exceptional customer service in all instances
  • Strong negotiating abilities
  • Excellent organizational skills and the ability to multi-task under pressure in a fast-paced environment
  • Bilingual preferred but not required
  • Ability to handle sensitive/confidential information
  • Establishes excellent working relationships with patients, coworkers, and vendors
  • Ability to work flexible hours if needed

EDUCATION/DEGREE:

  • Bachelor’s degree required
  • Commensurate work experience may be considered in lieu of education
  • Concentration in Human Behavior or related field preferred

OTHER:

SCCA Proton Therapy utilizes RFID (Radio-Frequency Identification) tags at the centers for the purposes of analysis of productivity and patient throughput.  This information is not for use as a management tool for employee performance issues.

 

Click HERE to apply for Manager, Patient Services

Our Commitment to Diversity

We are proud to be an Equal Employment Opportunity (EEO) and Vietnam Era Veterans Readjustment Assistance Act (VEVRAA) Employer. We are committed to cultivating a workplace in which diverse perspectives and experiences are welcomed and respected. We do not discriminate on the basis of race, color, religion, creed, ancestry, national origin, sex, age, disability (physical or mental), marital or veteran status, genetic information, sexual orientation, gender identity, political ideology, or membership in any other legally protected class. We are an Affirmative Action employer. We encourage individuals with diverse backgrounds to apply and desire priority referrals of protected veterans. If due to a disability you need assistance/and or a reasonable accommodation during the application or recruiting process, please send a request to our Employee Services Center at hrops@fredhutch.org or by calling 206-667-4700.

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