Ombudsman Triage Coordinator

Cleveland Clinic

2d

About The Position

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. Cleveland Clinic Martin North Hospital is a fully integrated, state-of-the-art medical campus that includes diagnostic centers, outpatient surgery and a 24-hour emergency department. Cleveland Clinic Martin North Hospital is part of the world-renowned Cleveland Clinic, a nonprofit, multispecialty, academic medical center that integrates clinical and hospital care with research and education. As an Ombudsman Triage Coordinator, you will provide support to patients and caregivers through coordinating intakes and the assignment of Ombudsman cases to ensure concerns are raised and addressed to reduce risk of negative experiences. You will be the first line of defense in the office, whether you are answering calls directly from patients or caregivers or assisting those that walk in. This is an ideal role for someone with thick skin and excellent customer service skills. There are various promotional opportunities within the department and general camaraderie across the team, which helps to make the atmosphere one where everyone enjoys working each day. A caregiver in this position works Monday-Friday from 8:00AM – 5:00PM.

Requirements

• Associate’s Degree or equivalent experience
• Five years of administrative, customer service and/or call center experience
• Understanding of EMR: Epic/Allscripts; RLSolutions/Midas data platforms
• Proficient with spreadsheets, word processing and database software

Nice To Haves

• Complaint handling/compliance experience

Responsibilities

• Coordinate intake and assignment of Ombudsman cases and other related duties.
• Take inbound calls or walk-in requests from patients or representatives, listen with empathy and manage patient expectations regarding the complaint handling process.
• Prioritize based on urgency level, assign to appropriate Ombudsman to meet urgency level and balance workload across team.
• Document inquiries in complaint management system according department SOP guidelines.
• Support/complete low acuity/minimal complexity investigations.
• Work with leadership, as needed, to satisfy issue and/or gain understanding.
• Provide general administrative support to Ombudsman/Patient Experience department.
• Be familiar with/understand CMS and CC Enterprise guidelines and regulations pertaining to complaint and grievance process.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: Associate degree
• Number of Employees: 5,001-10,000 employees