Patient Liaison Program Coordinator - Skilled Nursing Facility (SNF)

ccf; Cleveland (OH); In loco; USD 55.000 - 75.000; Tempo pieno

Descrizione del lavoro

Join Cleveland Clinic Health System’s Independence Family Health Center and be part of a renowned healthcare organization. This patient-friendly facility offers primary care, express care and a wide array of specialty services.

As a Patient Liaison Program Coordinator, you will support the Post Acute Care team in developing programs that improve service, remove barriers to care, and promote a positive patient experience across SNFs and clinics.

Competenze

• Associate degree in communication, psychology, sociology or related field and three years in customer relations with diverse populations
• OR High School Diploma/GED and five years of related experience
• Strong communication, analytical and critical thinking skills
• Excellent interpersonal skills with emphasis on written and oral communication and problem resolution

Mansioni

• Serve as a liaison to patients and internal/external care providers across care processes
• Assist in developing SOPs to guide and build a patient-focused program
• Participate in new processes that guide patients to resources and support services
• Proactively round to meet new patients and promote programs
• Provide education and document all contacts
• Identify, evaluate and resolve patient complaints
• Coordinate care and remove barriers during transitions

Conoscenze

Communication skills

Analytical thinking

Critical thinking

Formazione

Associate’s Degree in Communication

Associate’s Degree in Psychology

Associate’s Degree in Sociology

High School Diploma/GED

Strumenti

Epic Experience

Descrizione del lavoro

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 - Skilled Nursing Facility (SNF)

Location

Cleveland

Facility

Remote Location

Department

Value Based Operations VBO-Finance

Job Code

D99797

Shift

Days

Schedule

8:00am-5:00pm

Job Summary

Job Details

Join Cleveland Clinic’s Independence Family Health Center and become a part of one of the most respected healthcare organizations in the world. This patient-friendly facility offers primary care, express care and a wide array of specialty services. Here, you will work alongside passionate and dedicated caregivers, receive endless support and appreciation, and build a rewarding career.

As a Patient Liaison Program Coordinator, you will support the Post Acute Care (PAC) team in developing programs focused on continuous service improvement, removing barriers to care, and promoting a positive patient experience. In this role, you will help coordinate the continuum of care for patients and their families, with an understanding of skilled stay criteria and the roles of key administrative stakeholders within skilled nursing facilities (SNFs), including MDS nurses, admissions teams, and social workers. You will work closely with interdisciplinary teams within SNFs and regularly visit facilities to participate in bedside patient meetings, family conversations, and ongoing coordination with facility teams. This position serves as a liaison between patients, internal teams, and external care providers to ensure seamless, high-quality support throughout care transitions.

This role supports an innovative care model designed to provide patients and families with meaningful support during vulnerable and high-risk transitions in care. You will help build trust and strengthen connections with patients, families, and facility teams while contributing to the development of a new model of care at Cleveland Clinic.

A caregiver in this role works remotely, Monday through Friday from 7:00 a.m. – 5:00 p.m.

This position requires candidates to travel to and work in skilled nursing facilities multiple times throughout the week, as well as travel to Cleveland Clinic locations for meetings.

To be considered for this position, candidates must reside in the Greater Cleveland area.

A caregiver who excels in this role will:

• 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 theappropriate resourcesand support services they need to improve thepatientexperience.

• 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 andfacilitatecoordination of care.

• Facilitate communication or responses to patient needs.

• Ensure positive working relationships between physicians, caregivers,patientsand 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 and three years of related experience in customer relations with diverse patient/culture populations

• OR High School Diploma/GED and five years of experience

• Strong communication, analytical, and critical thinking skills

• Excellent interpersonal skills with emphasis on oral and written communication, process improvement, and problem resolution

Preferred qualifications for the ideal future caregiver include:

• Bachelor’s Degree

• Experience working in a skilled nursing facility

• Familiarity with health system navigation and the patient journey and experience

• Experience as a Nursing facility Administrator, Care Coordinator or Social Worker

• SNIFF experience

• Knowledgeable with scheduling, referrals, and estimates

• Understand administrative and operational functioning within a Skilled Nursing Facility (SNF)

• Epic 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 drug free environment. All offers of employment are followed by testing for controlled substances.

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 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.

Cleveland Clinic is pleased to be an equal employment opportunity employer.