RN, Quality and Patient 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.

Under the direction of the Director of Quality and Risk Management, the Quality and Patient Advocate RN plays a key role in advancing the organization’s quality improvement, performance management, and accreditation readiness efforts. This position collaborates with leadership, medical staff, and other employees to develop and implement initiatives that enhance patient outcomes and healthcare delivery. Serving as a patient advocate, the RN addresses patient concerns, facilitates resolution, and ensures patients are connected to appropriate services. Additional responsibilities may be assigned within the scope of nursing practice.

The successful candidate:

• Must be able to work ONSITE M-F, 8:00a-5:00p
• Serves as a liaison between patients and staff to address questions, complaints, and concerns.
• Investigates and documents patient complaints and grievances, ensuring timely resolution or escalation.
• Participates in the Grievance Committee and ensuring grievance letters and follow-up communications are sent to patients within the designated CMS timeline.
• Educate patients on policies, procedures, and available services.
• Conducts patient rounding and facilitates focus groups to gather feedback.
• Collaborates with internal teams to improve patient satisfaction across inpatient and outpatient settings.
• Responsible for pulling patient experience data from the Press Ganey site and collaborating with department leaders to identify annual improvement goals.
• Facilitate quarterly patient experience meetings to review progress and drive improvement initiatives
• Collects, compiles, analyzes, and reports assigned quality metrics.
• Supports activities for additional committees such as Commission on Cancer, Infection Control, Credentialing, Utilization Review, and Peer Review.
• Reviews medical records to identify risk concerns and potential peer review cases; escalates appropriately
• Identifies performance variances and recommend improvement strategies.
• Participates in activities to maintain continuous readiness for accreditation and regulatory compliance.
• Facilitates quality and patient safety initiatives through interdisciplinary collaboration.
• Audits and extracts data from Electronic Health Records (EHR) to support enterprise-wide and facility-specific dashboards.

Qualifications

Your qualifications should include:

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.