Patient Experience Liaison Coordinator

ccf; Oklahoma; On-site; USD 42,000 - 64,000; Full time

Job summary

Cleveland Clinic Health System is seeking a Patient Liaison Program Coordinator at the Main Campus in Cleveland to enhance patient experience and coordinate care alongside surgeons and care teams.

You will support program development, remove barriers to care, and serve as a key point of contact for patients and providers on the day of surgery. This role requires strong communication and customer relations in a fast-paced hospital setting.

Qualifications

• Associate's degree in communication, psychology, sociology or a related field.
• 3 years of related experience in customer relations with diverse patient/culture populations
• A high school diploma/GED and five years of progressively responsible experience may substitute the education requirement

Responsibilities

• Promote an integrated approach to manage the continuum of care for the patient and family.
• Serve as 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 escape 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.

Skills

Communication

Customer relations

Interpersonal skills

Problem solving

Education

Associate's degree

Bachelor's degree

Job description

Cleveland Clinic Health System is seeking a Patient Liaison Program Coordinator at the Main Campus in Cleveland to enhance patient experience and coordinate care alongside surgeons and care teams.

You will support program development, remove barriers to care, and serve as a key point of contact for patients and providers on the day of surgery. This role requires strong communication and customer relations in a fast-paced hospital setting.