Ombudsman

Cleveland Clinic

3d•Onsite

About The Position

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. Here, you will work alongside a passionate and dedicated team, receive endless support and appreciation, and build a rewarding career with one of the most respected healthcare organizations in the world. As Ombudsman I, you will develop and maintain an integrated approach to patient complaints/grievances and caregiver assistance that effectively focuses on continuous service improvement. Your work focuses on managing care concerns and deescalating potential issues among various populations, including end of life discussions and end of care transitions. This role allows you to directly improve the Cleveland Clinic experience, all while developing new skills, expanding your healthcare knowledge and exploring advanced career moves within Cleveland Clinic.

Requirements

Bachelor’s Degree and three years of related experience, such as customer service or investigating and resolving complaints of a complex nature with special emphasis on mediation, negotiation, oral and written communication, problem resolution and program development OR Associate’s Degree and five years of experience OR High School Diploma/GED and seven years of experience
Manual dexterity to operate office equipment.
May require extended periods of standing, walking or sitting.
Good visual acuity through normal or corrected vision.
Follows standard precautions using personal protective equipment as required.
Comply with influenza prevention program, which will include obtaining an influenza vaccination on an annual basis or obtaining an approved exemption.

Nice To Haves

Bachelor's degree in Communication, Psychology, Sociology or a related field

Responsibilities

Identify, evaluate and resolve patient complaints and grievances.
Determine proactive recommendations and provide feedback of resolution to appropriate parties.
Through mediation and negotiation, ensure a positive working relationship between physicians, employees, patients and families to support and maintain the highest quality of patient standards.
Help patients and caregivers who request assistance with issues or problems.
Advise on HIPAA regulations.
Assist Caregivers with problem patients and visitors, including workplace violence support.
Investigate lost belongings, input Case Warnings and process Compliments for Caregivers.
Conduct investigations for the Law Department and negotiate settlements as instructed.
Serve as a liaison with surveyors and regulatory agencies.
Review workplace violence SERS and document in files.
Handle escalated workplace violence cases as needed.