Patient Empowerment Advocate

About City of Hope,
City of Hope's mission is to make hope a reality for all touched by cancer and diabetes. Founded in 1913, City of Hope has grown into one of the largest and most advanced cancer research and treatment organizations in the U.S., and one of the leading research centers for diabetes and other life-threatening illnesses. City of Hope research has been the basis for numerous breakthrough cancer medicines, as well as human synthetic insulin and monoclonal antibodies. With an independent, National Cancer Institute-designated comprehensive cancer center that is ranked top 5 in the nation for cancer care by U.S. News & World Report at its core, City of Hope’s uniquely integrated model spans cancer care, research and development, academics and training, and a broad philanthropy program that powers its work. City of Hope’s growing national system includes its Los Angeles campus, a network of clinical care locations across Southern California, a new cancer center in Orange County, California, and cancer treatment centers and outpatient facilities in the Atlanta, Chicago and Phoenix areas.

The successful candidate:

Job Overview

The Patient Advocate plays a crucial role in the company’s Patient acquisition funnel and its brand delivery. The Patient Advocate is the first point of contact for patients and caregivers reaching out to the company for information and support and is instrumental in engaging prospects as they embark on their decision-making journey and ultimately determine whether the company is the right option for them.  

The Patient Advocate’s primary focus is to gather the required information to appropriately qualify the patient and then foster their interest in speaking with a Facilitator/Advisor/Government Service Rep or provide them with resources to assist them in their journey in the event they are not qualified. To effectively qualify patients, the Patient Advocate must have a solid understanding of oncology to route patients correctly. The Patient Advocate is accountable for delivering on productivity, efficiency, and patient experience goals monthly.  To be successful, Patient Advocates must demonstrate the ability to efficiently gather patient information, have a strong understanding of department business rules and complete the patient record accurately. 

Job Requirements

Education/ Experience Level

• High School diploma or equivalent required; College Education (BA, BS) in Business/Marketing/Sales/Healthcare/Communications related field(s) preferred.  
• 2-3 years of equivalent experience in a complex healthcare/sales/customer service environment is required.  Equivalent experience includes one or all the following: use of a CRM system, call center phone queue experience, direct customer contact via phone or face to face, etc.
• Achievement oriented; motivated by achieving efficiency/productivity goals and company objectives.
• Computer proficiency: CRM experience (preferably Salesforce), strong keyboarding skills and the ability to multi-task (type and talk) is required. Experience in chat platforms engaging with patients, is a plus.
• Familiarity with healthcare services/oncology is preferred.

Knowledge and Skills

Ability to:

• Function in a self-directed manner - quick learner
• Efficiently plan/organize work tasks and information
• Work in a fast-paced environment and execute in a timely and accurate manner.
• Working within a dynamic work environment
• Follow rules, guidelines, and processes accurately and consistently
• Demonstrates ability to pull through coaching

City of Hope is an equal opportunity employer.

To learn more about our comprehensive benefits, click here: Benefits Information

City of Hope employees pay is based on the following criteria:  work experience, qualifications, and work location.