Donor Liaison

Cleveland Clinic; West Palm Beach (FL); Hybrid; USD 60,000 - 90,000; Full time

Job summary

Cleveland Clinic West Palm Beach is seeking a Donor Liaison to coordinate all aspects of patient visits, manage relationships, and act as a bridge between patients, families, and leadership. The role requires strong communication, empathy, and the ability to handle high-profile cases with flexibility for on-call duties.

The position offers a hybrid work schedule, Monday–Friday 8:00 a.m.–5:00 p.m., with an occasional onsite evening rotation and light local travel.

Qualifications

• Bachelor's degree or equivalent work experience in development or patient relations.
• 7+ years in exceptional customer service, preferably healthcare.
• Proficient with Microsoft Office and PC-based software.
• Ability to navigate complex situations and deliver superior patient experiences.
• Ability to perform under stress and escalate issues when needed.
• Strong written and verbal communication across all levels.
• Negotiation skills for problem resolution.

Responsibilities

• Coordinate all aspects of healthcare visits across Cleveland Clinic Health System for designated patients and families.
• Maintain positive relationships with designated patients.
• Serve as liaison between patients, families, and hospital leadership (staff, Ombudsman, Chairs, CEO, COO).
• Coordinate 24-hour on-call service for specialty program members.
• Share relevant data measuring patient activity.
• Assist with process improvement and service recovery related to patient service.
• Ensure outstanding patient visit experience and engage patient in ongoing support.

Skills

Customer service

Communication skills

Relationship building

Problem resolution

Negotiation

Microsoft Office

Epic

Education

Bachelor's degree or equivalent

Tools

Microsoft Office

Epic

Job description

Join the Cleveland Clinic West Palm Beach team where you will work alongside passionate caregivers and provide patient-first healthcare. You will work alongside dedicated caregivers, receive endless support and appreciation, and build a rewarding career with one of the most respected healthcare organizations in the world.

As a Donor Liaison, you will be responsible for facilitating and coordinating all aspects of healthcare visits across the Cleveland Clinic Health System for designated patients and their families, ensuring a personalized and seamless experience. Serving as the primary point of contact, the role includes acting as a liaison between patients, families, and hospital leadership such as Professional Staff, the Ombudsman, Chairs, the Chief Executive Officer, and the Chief Operating Officer to promptly address and resolve concerns. This position requires clear, compassionate, and professional communication along with exemplary interpersonal skills to foster trust and maintain a high standard of service. Coverage for specialty programs includes 24-hour availability, requiring flexibility and responsiveness to meet the unique needs of high-profile patients and their families.

A caregiver in this position works a hybrid schedule Monday through Friday from 8:00 a.m. -- 5:00 p.m., with an onsite evening rotation about four times a year, and light local travel requirements.

A caregiver who excels in this role will:

• Facilitate and coordinate all aspects of healthcare visits throughout Cleveland Clinic Health System for designated patients and their families.
• Ensure positive relationships with designated patients.
• Handle all visit related requests and partners with our IRD group and special program teams to advance the philanthropic and financial objectives of our organization.
• Act as a liaison with Professional Staff, Ombudsman, Chairs, CEO and COO to advocate for patients and resolve complaints/issues.
• Facilitate communications for patients and their families and expedite release of medical records to and from outside facilities.
• Coordinates and expedite hospital visits, direct admissions, hospital transfers and Emergency Department visits.
• Handle 24-hour on-call service for specialty program members.
• Share relevant data measuring patient activity.
• Assist with process improvement and problem resolution and service recovery related to patient service.
• Maintain positive working relationships with physicians and all Cleveland Clinic staff interacting with clients of all levels while representing the Cleveland Clinic at the highest level.
• Ensure patient's medical visit is an outstanding experience while engaging the patient in a relationship with the Clinic to develop/further the commitment of their support.

Minimum qualifications for the ideal future caregiver include:

• Bachelor's Degree in Business Administration, Marketing, Healthcare or a related field, OR equivalent work experience defined as extensive experience with institutional development, account and or patient relations management.
• Seven years of experience in an exceptional customer service (preferably health care) environment
• Experience with PC based computers/software required, including Microsoft Office Suite
• Ability to navigate complex situations while providing a superior patient experience
• Ability to function in a stressful environment and know when to elevate issues appropriately
• Demonstrated ability to effectively interact with all levels of an organization and possess excellent written/verbal communication skills
• Ability to negotiate mutually satisfactory resolution of problems

Preferred qualifications for the ideal future caregiver include:

• Customer service experience with development, university or alumni relations, account management
• Experience working in a complex healthcare environment
• Experience with Epic

Personal Protective Equipment:

• Follows Standard Precautions using personal protective equipment as required for procedures.

Pay Range

Salaries [which may be] shown on independent job search websites reflect various market averages and do not represent information obtained directly from The Cleveland Clinic. Because we value each individual candidate, we invite and encourage each candidate to discuss salary/hourly specifics during the application and hiring process.