Donor Liaison

Cleveland Clinic • West Palm Beach, FL

11d • Hybrid

About The Position

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.

Requirements

• 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 escalate 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

Nice To Haves

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

Responsibilities

• 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.

Benefits

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

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level