Donor Liaison

Cleveland Clinic•Vero Beach, FL

2d•Hybrid

About The Position

Join our team at Cleveland Clinic Indian River Hospital and experience world-class patient care at its best. Located in sunny Florida’s Treasure Coast, Indian River Hospital is committed to providing optimal family- and community-focused services. Here, you will be part of a collaborative, compassionate, and innovative team of caregivers. You will work with state-of-the-art technology and will 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 evening/weekend rotation about four times per year.

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 working in 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.