Job Description

Business Optimization Specialist

Cancer care is all we do

Hope in healing

Cancer Treatment Centers of America® (CTCA), part of City of Hope, takes a unique and integrative approach to cancer care. Our patient-centered care model is founded on a commitment to personalized medicine, tailoring a combination of treatments to the needs of each individual patient. At the same time, we support patients’ quality of life by offering therapies designed to help them manage the side effects of treatment, addressing their physical, spiritual and emotional needs, so they are better able to stay on their treatment regimens and get back to life. At the core of our whole-person approach is what we call the Mother Standard® of care, so named because it requires that we treat our patients, and one another, like we would want our loved ones to be treated. This innovative approach has earned our hospitals a Best Place to Work distinction and numerous accreditations. Each of us has a stake in the successful outcomes of every patient we treat.

Job Description:

Job Overview

The Business Optimization Specialist role is responsible for leading the strategic development and implementation of process improvement and technology solutions across enterprise patient access. This role has responsibility for improving patient access related workflows, establishing standard work, optimizing technology solutions, and developing effective training programs. Additionally, this role will determine process improvement opportunities, evaluate alternatives, and prioritize redesign efforts that address the strategic needs of the organization. The Business Optimization Specialist will serve as a Liaison between access operations and other internal departments. This role will work be responsible for business process management which includes developing and maintaining a repository of organizational and tactical objectives, process documentation, reporting, database management, analysis, department/unit metrics and key performance indicators. The Business Optimization Specialist will routinely review and analyze business process, intake and coordination, workflow management, and job functions to provide insight and suggestions for improvements. Furthermore, this role will participate in projects to develop business case during project initiation, identify business needs, and assist in change management strategies or changes throughout the project life cycle.

Job Responsibilities

(50%) Process Improvement

  • Assists management in identifying opportunities to improve business operations and the overall patient experience.

  • Documents current state, recommendations for future state, implementation planning and timeline, and expected benefit.

  • Presents recommendations and full business case to leadership.

  • Oversee and coordinate improvement initiatives across all aspects of patient access including point-of-service scheduling/registration, financial clearance, call center operations, patient referral services, and nurse triage.

  • Drives best practices through influence of leadership team and staff while meeting and exceeding performance targets. Respond to ad-hoc requests and develops effective solutions in a time manner.

  • Coach staff and managers to improve workflow and operational performance.

(20%) Technology Optimization

  • Takes the lead in maintaining and improving process automation through system enhancements. Recommends technology solutions through research and analysis of data and business processes. Present analysis and interpretation for operational and business review and planning. Stay current with industry trends and IT solutions.

(20%) Data Analysis

  • Analyze, review, forecast, and trend big and complex data sets.

  • Performs ad hoc analyses, including prospective modeling and retrospective trending.

  • Able to develop data plans, data request, data acquisition, data cleansing, and perform analytics.

  • Acquiring data from primary or secondary data sources.

  • Work with departmental leaders to outline the specific data needs for each functional unit.

  • Assists management in preparing reports, charts and presentations.

  • Prepares special documents, reports and related materials for staff and executive management meetings as required.

(10%) Misc.

  • Handle special projects. Participate in annual budget process as it relates to improvement goals and initiatives.

  • Identify all the systems, processes and users that are impacted by the business problem, and/or the solution.

  • Ensure that the system/process users’ interests are known and communicated to other project stakeholders.

  • Troubleshooting as a result of a reported process issues.

  • Conduct financial analyses and synthesize available information to provide decision support to Senior Leadership

  • Perform financial reviews and analyses in partnership with internal departments and external advisors.

  • Develop, maintain and distribute ad-hoc reports and financial models as needed.

  • Act upon identified late tasks

  • Develop financial and operational performance reports and presents the findings to Patient Access executive leadership as well as operational leaders.

  • Collaborate with cross-functional teams to structure and execute key strategic initiatives.

  • Maintains patient confidentiality as regulated by HIPAA.

Skills, Education, and Additional Information

  • Requires Bachelor’s degree in relevant field or equivalent experience.

  • At least three years of healthcare management and process improvement experience in patient access

  • Project management experience a plus

  • Six Sigma (greenbelt) and PMP preferred

  • Experience with Salesforce, EPIC, Verint and Cisco preferred

  • Self-directed with strong communication skills with demonstrated experience developing and maintaining effective working relationships across the organization at varying position levels

  • Strong and broad healthcare knowledge with demonstrated experience related patient access processes.

  • Quantitative skills for statistical analysis and budget assessment.

  • Responds positively and remains flexible to a changing work environment.

  • Adjusts well to change in job functions, volumes, and work hours.

  • Has the ability and responsibility to handle audits and reviewing access problems, research potential solutions and suggest procedural changes to prevent the problem in the future when applicable.

  • Excellent oral/written communication, interpersonal, collaborative, analytical and organizational skills.

  • Foster and promote a positive and professional image.

  • Must be able to foster and maintain sound working relationships.

  • Effective use of telecommunications and electronic medical record systems.

  • Seek continuous improvement in knowledge and skills.

  • Demonstrates ability to manage multiple, changing priorities in an effective and organized manner, under stressful demands while maintaining exceptional service.

  • Demonstrated ability to maintain composure when confronted by difficult situations and to respond professionally.

  • Maintains commitment to our extraordinary patient care standards and guidelines.

  • Skill in recognizing an emergency or high priority situation, taking appropriate and immediate action.

  • Flexible work style, tactful, poised, and patient.

  • Ability to handle a high degree of pressure, heavy workloads, multiple requests, numerous interruptions, and short deadlines in a positive manner, establishing priorities for effective work completion.

  • Adapts quickly to changing conditions, assimilating new processes into job functions and taking ownership.

  • Effective time management and organizational skills to identify, prioritize and reach goals and objectives faster and easier, cope with multiple demands in a timely manner, and overcome changing priorities.

  • Capable of maintaining strict confidentiality within and outside the organization

  • Possesses advanced computer knowledge/technological skills included but not limited to MS Office (Word, excel, powerpoint, visio, teams, outlook)

  • Requires appropriate internet services, speed and dedicated workspace to effectively work from home

Pay Range

$56,052.67 - $92,230.32

Placement within the identified pay range is based on individual and market factors including, but not limited to, experience, education, credentials (including licenses and certifications), geographic location, market competition, skill set (including market availability of required skills), assigned/anticipated job tasks, and level of responsibility.  These factors are considered without regard to an individual’s status as a member of any protect group pursuant to federal, state, and/or local law.

We win together

Each CTCA employee is a Stakeholder, driven to make a true difference and help win the fight against cancer. Each day is a challenge, but this unique experience comes with rewards that you may never have thought possible. To ensure each team member brings his or her best self, we offer exceptional support and immersive training to encourage your personal and professional growth. If you’re ready to be part of something bigger and work with a passionate, dynamic group of care professionals, we invite you to join us. 

Visit: to begin your journey.

Application Instructions

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