Patient Liaison Program Coordinator

                    

At Cleveland Clinic Health System, we believe in a better future for healthcare. And each of us is responsible for honoring our commitment to excellence, pushing the boundaries and transforming the patient experience, every day.

                        

We all have the power to help, heal and change lives — beginning with our own. That’s the power of the Cleveland Clinic Health System team, and The Power of Every One.

                                    

Job Title

Patient Liaison Program Coordinator

                        

Location

Cleveland

                    

Facility

Remote Location

                     

Department

Appointment Center-Clinical and Operational Improvement

                      

Job Code

D99797

                     

Shift

Days

                       

Schedule

8:00am-5:00pm

                       

Job Summary

**This role is filled already and created for them to apply**

Responsible for assisting with program development that effectively focuses on continuous service improvement, removing barriers to care and promoting a positive patient experience. Promotes an integrated/coordinated approach to manage the continuum of care for the patient and their family members. Serves as liaison to patients with internal and external care providers and processes of care within their area and across the enterprise.

                         

Job Details

Responsibilities:

• Provides input to developing standard operating procedures that will guide and build a program that effectively supports the care of patients.
• 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 completes intentional rounding to meet new patients, promoting available programs and services.
• Provides education as needed.
• Captures patterns of successes and challenges within the patient experience and enter into a data base to perform analysis that will drive improvements to patient services.
• Works 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.
•  Identifies, evaluates, and resolves patient complaints.
• Performs all duties of liaison in absence of manager to resolve complaints or use effective reasoning as in when to escalate an issue for problem resolution.
• Documents all contacts.
• Removes barriers to care, and facilitates coordination of care.
• Facilitates communication or responses to patient needs; ensures positive working relationship between physicians, employees, patients and families; supports highest quality of patient standards.

Education:

• Associate's degree in Communication, Psychology, Sociology or related field required.
• •High School Diploma/GED with five years progressively responsible experience pay substitute the degree requirement.
• Bachelor's degree preferred.

Certifications:

• None required.

Complexity of Work:

• Ability to work with minimal supervision in all environments.
• Requires strong communication, analytical, and critical thinking skills.
• Excellent interpersonal skills with special emphasis on oral and written communication, process improvement, and problem resolution

Work Experience:

• Minimum three years related experience in customer relations with diverse patient/culture populations, exhibiting problem solving skills.
• Offset:  High School diploma/GED and five years progressively responsible experience.

                       

The policy of Cleveland Clinic Health System and its system hospitals (Cleveland Clinic Health System) is to provide equal opportunity to all of our caregivers and applicants for employment in our tobacco free and drug free environment. All offers of employment are followed by testing for controlled substance and nicotine. All offers of employment are follwed by testing for controlled substances and nicotine. All new caregivers must clear a nicotine test within their 90-day new hire period. Candidates for employment who are impacted by Cleveland Clinic Health System's Smoking Policy will be permitted to reapply for open positions after one year.

Cleveland Clinic Health System administers an influenza prevention program. You will be required to comply with this program, which will include obtaining an influenza vaccination on an annual basis or obtaining an appr