Patient Liaison Program Coordinator

Cleveland Clinic; Cleveland (OH); On-site; USD 26,000 - 40,000; Full time

Job summary

Cleveland Clinic is seeking a Patient Liaison Program Coordinator on the Main Campus in Cleveland. The role focuses on continuous service improvement, removing barriers to care, and promoting a positive patient experience as a key point of contact for patients and surgeons on the day of surgery.

The position operates 7:00am–3:30pm, with responsibilities including coordinating care, documenting contacts, and implementing processes to enhance patient support and outcomes.

Qualifications

• The candidate should have proven experience in customer relations with diverse patient populations.
• Strong communication and interpersonal skills to coordinate care.
• Ability to collect feedback and contribute to process improvements.

Responsibilities

• Act as liaison to patients and surgeons, supporting the day-of-surgery workflow.
• Document all contacts and coordinate with care teams to remove barriers to care.
• Identify, evaluate and resolve patient complaints to improve service quality.

Skills

Customer relations

Communication

Patient experience

Education

Associate’s degree in communication/psychology/sociology or related field

Bachelor’s degree (preferred)

Job description

Join Cleveland Clinic's Main Campus where research and surgery are advanced, technology is leading-edge, patient care is world-class, and caregivers are family. Cleveland Clinic is recognized as one of the top hospitals in the nation. At Cleveland Clinic, you will work alongside passionate and 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 Patient Liaison Program Coordinator, you will be responsible for assisting with program development that effectively focuses on continuous service improvement, removing barriers to care and promoting and positive patient experience. The caregiver in this role supports and functions as a direct key point to patients and surgeons on the day of surgery.

A caregiver in this position works days, 7:00am—3:30pm.

A caregiver who excels in this role will:

• 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 elevate 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.

Minimum qualifications for the ideal future caregiver include:

• 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

Preferred qualifications for the ideal future caregiver include:

• Bachelor’s degree

Pay Range

Minimum hourly: $18.88

Maximum hourly: $28.80

The pay range displayed on this job posting reflects the anticipated range for new hires. A successful candidate’s actual compensation will be determined after taking factors into consideration such as the candidate’s work history, experience, skill set and education. The pay range displayed does not include any applicable pay practices (e.g., shift differentials, overtime, etc.). The pay range does not include the value of Cleveland Clinic’s benefits package (e.g., healthcare, dental and vision benefits, retirement savings account contributions, etc.).