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.
Foster a welcoming environment; orchestrating the treatment experience in the best possible way while always keeping the patients 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
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
Bachelors degree required
Commensurate work experience may be considered in lieu of education
Concentration in Human Behavior or related field preferred
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.
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 firstname.lastname@example.org or by calling 206-667-4700.
The Seattle Cancer Care Alliance was incorporated in 1998 as a separate, jointly governed non-profit that included the cancer programs of three partners. Seattle Cancer Care Alliance is a cancer treatment center that unites doctors from Fred Hutchison Cancer Research Center, University of Washington Medical Center, and Seattle Children’s. The purpose of this organization is to provide state-of the-art patient and family centered care; support the conduct of cancer clinical research and education; enhance access to improved cancer interventions; and advance the standard of cancer care regionally and beyond. The Seattle Cancer Care Alliance is the only NCI-designated comprehensive cancer center in the Northwest, and according to the National Cancer Data Base, Seattle Cancer Care Alliance patients in general have better survival rates than patients treated at other cancer treatment centers.