Responsibilities
- Promote an integrated/coordinated approach to manage the continuum of care for the patient and their family members.
- Serve as a liaison to patients with internal and external care providers and processes of care within their area and across the enterprise.
- Provide input to developing standard operating procedures that will guide and build a program that effectively supports the care of patients.
- Be involved in the implementation of new processes that will guide patients to the appropriate resources and support services they need to improve the patient experience.
- Proactively round to meet new patients and promote available programs and services.
- Provide education.
- Capture patterns of successes and challenges within the patient experience and enter them into a database to perform analysis that will drive improvements to patient services.
- Work with other areas within the Institute and across the enterprise to implement services that meet the needs of the patient or the patient’s family.
- Identify, evaluate, and resolve patient complaints.
- Perform all duties of liaison in the absence of a manager to resolve complaints or use effective reasoning as in when to escalate an issue for problem resolution.
- Document all contacts.
- Remove barriers to care and facilitate coordination of care.
- Facilitate communication or responses to patient needs.
- Ensures positive working relationships between physicians, caregivers, patients and families.
- Support the highest quality of patient standards.
Requirements
- 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 may substitute the education requirement
Nice to Have
- Bachelor’s Degree
- Demonstrated interest in innovative, collaborative, and team-driven work
- SNF administrative/operational experience
- Demonstrated familiarity with health system navigation and a strong understanding of the patient journey and overall care experience
- Strong communication skills with the ability to effectively engage and collaborate with families and interdisciplinary care teams
Work Arrangement
Hybrid
Additional Information
- This position requires travel to skilled nursing facilities in the area and Cleveland Clinic locations for occasional meetings.
- All offers of employment are followed by testing for controlled substances.
- You will be required to comply with this program, which will include obtaining an influenza vaccination on an annual basis or obtaining an approved exemption.
- 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. Information provided on this application may be shared with any Cleveland Clinic Health System facility.
- If applying for a Florida position, please see the following website for more information on the background screening requirements required by the Agency of Health Care Administration: https://info.flclearinghouse.com/
- Please review the Equal Employment Opportunity poster.
