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City of Hope Director, Patient Experience Improvement & Analytics in Duarte, California

About City of Hope

City of Hope, an innovative biomedical research, treatment and educational institution with over 6,000 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.

Position Summary:

Reporting to the Vice President, Patient Experience, the incumbent works with City of Hope enterprise-wide senior leaders, physicians, directors, and managers to collaborate and develop organizational patient experience improvement strategies, goal setting and measurement. Key to this role is the ability to direct system improvement actions based on data analytics. Ensures alignment of priorities for improvement and ensures that CoH patient voice is represented in all improvement efforts. Collaborates with Business Intelligence Analytics leaders on enterprise technology platforms for report-generation and distribution, data visualization, data science and advanced statistical analysis of quantitative and qualitative patient survey results. Innovates at the speed of technology to identify and implement emerging new analytic tools, as appropriate.

The director leads a team of direct reports or internal colleagues responsible for creating and operationalizing reports, technology solutions, and other analytical processes to inform leaders in decision-making and oversight of our PX performance and improvement. The incumbent directs, supervises, and often indirectly coordinates a team of programmers, statisticians, business intelligence analysts, interns, internal ISS/OHIA partners, business owners, and external vendors in experience analytics operations, ensuring work is compliant with regulatory requirements and within budget.

The director is responsible for oversight and/or collaboration on all CoH surveys to measure patient satisfaction. The director facilitates regulatory compliance of CMS, CAHPS, Vizient, and Leap Frog, patient experience (PX) survey processing and data submission requirements for public reporting. The director is responsible for leading and producing ongoing internal reports, including distribution of monthly, quarterly, and annual reports for the executive team, Chairs and system leaders and numerous other patient experience PI initiatives.

Key Responsibilities include:


  • Serve as City of Hope’s primary representative with vendors of Patient Feedback and Patient

  • Experience, such as Press-Ganey, Beryl Institute, Narrative DX.

  • Develop and recommend clinical and patient feedback data strategies for the healthcare enterprises’ business and operation needs.

  • Develop and recommend PX metrics and calculations for system level workforce incentive plans such as AIP and IIP

  • Collaborate with City of Hope leadership team, internal and external stakeholders, and industry experts to develop next generation healthcare delivery by incorporating patients’ voice in the daily hospital operation and management.

  • Serve as a principal subject matter expert across the system on patient voice and CAHPS survey program.

  • Responsible for strategic partnership with industry leaders in patient experience, such as Press Ganey Inc., Beryl Institute, and Vizient, share best practices and facilitates displaying of UCLA best practices across the nation.

Patient Experience Oversight

  • Leads engagements focused on the development, implementation, and the evaluation of quality measures (including electronic clinical quality measures) and other tools using data derived from clinicians and patients

  • As part of a team, helps coordinate activities and awareness events, including within the Health System and in the community.

  • As needed, preparewritten and/or verbal reports, which may include public speaking.

Analytics and Reporting andCommunication


  • Ultimate responsibility for analytic deliverables ensuring results are presented in a clear and concise fashion with analysis-based strategic recommendations tailored to the business needs of the client

  • Responsible for creating and ongoing development of optimal Press-Ganey sampling model. Collaborate with Quality Management and Business Intelligence Analytics department

  • Responsible for creating and developing optimal attribution of Ambulatory Oncology Survey Results to City of Hope departments, service lines, sites and locations.

  • Collaborate with Electronic Health Record leaders, Quality Management and Business Intelligence Analytics department develop numerous report templates for dashboards, trend lines, drill down analyses and patient comment data. Partner with Business Intelligence Analytics, Press Ganey and COH leadership to plan and operationalize “push” reports to various internal constituent groups

  • As requested by executive team, chairs and other system leaders, perform statistical analysis of survey results in order to inform strategic decision making.


  • In collaboration with VP, Pt. Experience and others, plan and create an internal Patient Experience Intranet Website to make Patient Experience Resources easy to find and communicate our plans and celebrations

  • Create educational materials on Press-Ganey surveys, scores and reports. Plan and bring educational sessions to MD’s, staff, managers (with press-ganey)

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.

Basic education, experience and skillsrequired for consideration:

  • Minimum Masters level in health science or analytics field of study

  • Minimum 5 years of experience leading Patient Experience Data analysis and improvement programs and staff

Additional Information:

  • Sign-on bonus may apply

  • Annual incentive bonus may apply

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.

Job: Administration

Title: Director, Patient Experience Improvement & Analytics

Location: California-Duarte

Requisition ID: 10002322