Senior Manager, Supportive Care Medicine Operations

City of Hope

Duarte, CA

ID: 7102034 (Ref.No. 10016708)
Posted: June 13, 2022
Application Deadline: Open Until Filled

Job Description

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 Manager of Supportive Care Medicine Operations is responsible for the day-to-day operational performance of the department’s medical divisions and of specified department-wide programs and initiatives, including space management and community network site expansion.  As part of the department leadership, the Senior Manager works to ensure efficient operations and growth within the department and executes plans to improve productivity, capacity/utilization, resource management, and patient experience.

The Senior Manager of Supportive Care Medicine Operations oversees planning and coordination of innovative programs, with a focus on daily operational oversight, metrics and outcomes; develops and implements process improvement plans; leads departmental academic initiatives and programs in partnership with the Department Chair and Division Chiefs; and monitors key performance indicators.

The Senior Manager of Supportive Care Medicine Operations manages departmental personnel (medical staff, nursing, clinical and administrative support), including hiring and onboarding, supervision, mentorship, and performance evaluations, with a focus on high performance teams and engagement. This position is dedicated to improving departmental performance, physician and nurse engagement, and patient experience, maximizing operational efficiencies and improving results through partnership with Medical Staff, Nursing, Ancillary, Service Line and Patient Access leadership to ensure efficient operations and growth with the department.

Independently exercises discretionary decision making to solve managerial and/or operational problems.

Key Responsibilities include:


  • Manage day-to-day operations of assigned department through departmental personnel. 
  • Lead for the department’s clinical divisions on all administrative operational matters including facilities, IT initiatives, medical center recruitment, budget monitoring, and other resource needs.
  • Develop, gather, analyze and report data and key metrics to evaluate outcomes of department clinical services, programs and initiatives.
  • Project manage key initiatives within department including developing project plan, milestones, and metrics.
  • Coordinate facilities and space planning for the department (overall allocation, new recruits and installs, relocations, renovations, etc.)
  • Serve as liaison to other departments such as Ambulatory Care, Scheduling and Registration, Quality, Hospital Administration, Facilities, ITS, Contract Management, Supply Chain.
  • Work to provide adequate staff support to ensure administrative needs are provided throughout the divisions/department.
  • Direct staff work and assist staff by answering questions and cascading down changes in COH procedures.

Human Resources

  • Responsible for personnel actions for department staff and/or faculty as requested, including but not limited to:
  • Initiate internal hiring processes, recruitment, and onboarding of faculty and non-faculty.
  • NES onboarding (visa requests, English proficiency evaluations, AccessNet, login ID, Outlook, Epic, etc.)
  • Organize, develop, and direct new employee departmental orientation
  • Performance review processes (establishing staff performance standards and monitoring progress toward meeting overall objectives, developing individual staff objectives, facilitate annual review process)
  • Training and supervision of departmental administrative staff on a regular basis.
  • Lead regular meetings with staff to review workload productivity, current events, problems and potential areas of concern, with a focus on Engagement and High-Performance Teams.
  • Manage administrative front-line supervisors and staff.
  • Oversee administrative/HR of departmental staff; identify staff development and training needs, performance improvement concerns, and opportunities for staff to grow professionally.
  • Coordinate logistics for employee recruitment.

Departmental Administration

  • Lead department operational activities, for assigned divisions, including but not limited to: purchasing, facilities, travel, and reporting required by the institution.
  • Serve as lead in areas of building and equipment safety and maintenance and other services.
  • Review and approve time cards, purchase requisitions, check requests, reimbursements, travel authorizations and business expense reports.
  • Assist in the development of departmental budgets and in the resolution of discrepancies.
  • In collaboration with the department leadership team, implement long-range strategic, operational and financial plans, analyses, and recommend adjustments where appropriate.
  • Serve on committees as requested.

Basic education, experience and skills required for consideration:

  • Minimum of 5 years operational or clinic management experience in an academic research or healthcare environment plus 3 years of experience in leadership.
  • Demonstrated experience in program development, personnel management and clinical operations.

Preferred Certification/Licensure:

  • Lean Green Belt Certification

Preferred education experience and skills:

  • Master’s Degree (MBA, MHA, MPH, MA)
  • Large academic health system, process improvement, project management, data reporting and analyses

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 is a community of people characterized by our diversity of thought, background and approach, but tied together by our commitment to care for and cure those with cancer and other life-threatening diseases. The innovation that our diversity produces in the areas of research, treatment, philanthropy and education has made us national leaders in this fight. Our unique and diverse workforce provides us the ability to understand our patients' needs, deliver compassionate care and continue the quest for a cure for life-threatening diseases. At City of Hope, diversity and inclusion is a core value at the heart of our mission. We strive to create an inclusive workplace environment that engages all of our employees and provides them with opportunities to develop and grow, both personally and professionally. Each day brings an opportunity to strengthen our work, leverage our different perspectives and improve our patients’ experiences by learning from others. Diversity and inclusion is about much more than policies and campaigns. It is an integral part of who we are as an institution, how we operate and how we see our future.