Cleveland Clinic Health System, recognized as one of the nation's top hospitals, is looking for a Patient Liaison Program Coordinator to join our mission to improve healthcare. In this role, you will develop and advance programs that prioritize continuous service improvement, remove barriers to care, and enhance the overall patient experience within Skilled Nursing Facilities (SNFs). This non-clinical position is central to ensuring seamless communication, care coordination, and successful patient transitions.
What You'll Do
- Develop and advance programs that prioritize continuous service improvement, remove barriers to care, and enhance the patient experience.
- Collaborate closely with interdisciplinary teams and key administrative stakeholders such as MDS nurses, admissions, and social work.
- Ensure seamless communication, care coordination, and successful patient transitions.
- Maintain a consistent on-site presence within SNFs, supporting bedside patient engagements and facilitating family discussions.
- Serve as a trusted resource, advocate, and connector between patients, families, and care providers.
- Promote an integrated and coordinated approach to manage the continuum of care.
- Provide input to developing standard operating procedures and implement new processes to guide patients to appropriate resources.
- Proactively round to meet new patients and promote available programs and services.
- Capture patterns of successes and challenges within the patient experience for analysis.
- Work with other areas across the enterprise to implement services that meet patient or family needs.
- Identify, evaluate, and resolve patient complaints, escalating issues as necessary.
- Document all contacts and ensure positive working relationships between physicians, caregivers, patients, and families.
What We're Looking For
- Associate’s Degree in communication, psychology, sociology, or a related field and 3 years of related experience in customer relations with diverse patient/culture populations.
- OR a high school diploma/GED and 5 years of progressively responsible experience.
Nice to Have
- Bachelor’s Degree.
- Demonstrated interest in innovative, collaborative, and team-driven work.
- SNF administrative or operational experience.
- Demonstrated familiarity with health system navigation and a strong understanding of the patient journey.
- Strong communication skills with the ability to effectively engage and collaborate with families and interdisciplinary care teams.
Team & Environment
You will collaborate closely with interdisciplinary teams and key administrative stakeholders. You will work alongside passionate and dedicated caregivers, receive endless support and appreciation, and build a rewarding career in a culture that honors commitment to excellence and transforms the patient experience.
Work Mode
This is a hybrid position based in Cleveland.
Cleveland Clinic Health System provides equal opportunity to all caregivers and applicants. Decisions concerning employment, transfers, and promotions are made upon the basis of the best qualified candidate without regard to color, race, religion, national origin, age, sex, sexual orientation, marital status, ancestry, status as a disabled or Vietnam era veteran, or any other characteristic protected by law.
