Clinical Operations Manager - NP

10003987 Requisition #

About City of Hope

City of Hope is a leading research and treatment center for cancer, diabetes and other life-threatening diseases. Designated as a comprehensive cancer center, the highest recognition bestowed by the National Cancer Institute, City of Hope is also a founding member of the National Comprehensive Cancer Network.  As a world leader in the research and innovative treatment of cancer, City of Hope is transforming the future of health care by turning science into a practical benefit and hope into reality.


AccessHope is a City of Hope organization dedicated department offering Cancer Support Services to help employers and their health care partners give individuals and their treating oncologists access to internationally renowned cancer expertise―in their own communities. We help navigate the complexity of a cancer diagnosis to:

  • Improve quality of life and outcomes

  • Reduce unnecessary and wasteful expenses

  • Help people living with cancer return back to their work and lives



Position Summary

Responsible for the successful clinical operation of a variety of Cancer Support Products contact management site managing both in an office and remote staff.  The Clinical Operations Manager serves as the Employer Services subject matter expert as it relates to clinical narratives, creating clinical call notes, treatment plans, documenting the diagnosis, course of treatment, clinical outcomes, and other facets of care for oncology patients utilizing Employer Strategy services templates and methodologies. The candidate is responsible for the oversight and coordination of all activities that involve clinical work and its tracking, turn-around times and reporting.  This role will be responsible for clinical administrative leadership, policy and procedure development, operational oversight, work flow process and training and support to clinical team.


Key Responsibilities include:

Management of Clinical Operations:

  • Responsible for overseeing all of the day-to-day activities for the medical portion of the organization.
  • Manage the clinical service, written work, ie. Clinical narratives, CRM information collection, as well as the general clinical management of the operations staff.
  • Direct oversight of clinical employees and delegating work tasks throughout the department to ensure that the tasks are completed properly and in a timely manner.
  • Collaborate with project managers, intake team, campus delegates for COE services and a cross sectional team of clinicians and lay people.
  • The clinical operations manager communicates with customers or outside vendors as needed to discuss clinical needs/outcomes.
  • Oversee all day-to-day clinical operations of the department; ensuring staff compliance with set standards; hiring, training, and scheduling employees; and managing the work throughput of contracts.
  • The clinical operations manager is responsible for reviewing all internal policies and procedures to ensure complete compliance with regulatory requirements.
  • Trains and develops all clinical skills through a variety of methods such as one-on-one training sessions, group meetings, role playing, email communication, certification process administration and progressive discipline.

Issue Resolution

  • Analyzes trends to proactively address and/or respond quickly and professionally to all issues received. Evaluates and facilitates changes to business processes and work flows to ensure the best possible customer experience.

Metric Monitoring and Quality Assurance

  • Maintain and accurately report key clinical components operating and tracking statistics. Works closely with the Call Center Manager, Executive Director of Quality Assurance and Control to identify areas for improvement.  Plans and communicates changes in processes, policies and/or procedures in a clear, concise and expedient manner throughout the call center as it relates to the clinical work.  Is familiar and can develop clinical narratives to identify the clinical pathway of treatment, tracking systems and metric tools.

Clinical Narratives

  • Drafts and reviews clinical narratives that range from basic oncology care treatment plans to complex unique oncology cases that require extensive research, oncology knowledge and an understanding of treatment plans and medications associated. 

Process improvement implementation & Communication

  • Plan and communicate changes in processes, policies and/or procedures in a clear, concise and expedient manner throughout the contact call center clinical specialists and the narrative team.

Basic education, experience and skills required for consideration:

  • MSN/MN degree required.
  • 5-7 years' clinical hands on experience in an oncology clinical setting
  • Must be proficient in clinical narrative writing.
  • Management experience, demonstrated ability to manage small to midsize staff and lead teams.
  • Demonstrated strong fiscal management skills in a P&L environment. 
  • Excellent leadership and interpersonal skills.
  • Excellent verbal and written communication skills. 
  • Demonstrated strong facilitation and presentation and training skills.
  • Demonstrated strong project management and planning skills in order to successfully manage multiple, simultaneous projects.
  • Demonstrated strong ability to analyze processes, enact change, work in a start-up and changing environment, and think operationally and strategically to achieve business goals.
  • Demonstrated ability to successfully manage excellent customer relationships.


Required Certification/Licensure:

  • Current Nurse Practitioner (NP) license.


Preferred education experience and skills:

  • MSN/MN degree with a Clinical or Case Management focus
  • Experience working with HEM, GI or Women's related cancers.. 
  • Experience writing medical narratives or as a case manager.
  • Strong Clinical Acumen.




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.

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