Patient Liaison Program Coordinator

Cleveland Clinic

1d•Onsite

About The Position

The Patient Liaison Program Coordinator assists with program development focused on continuous service improvement, removing barriers to care, and promoting a positive patient experience. The role serves as a key point of contact for patients and surgeons on the day of surgery and supports coordinated care for patients and their families. The coordinator works with care providers and teams across the organization to connect patients with appropriate resources, address concerns, and improve patient services.

Requirements

Associate’s degree in communication, psychology, sociology, or a related field.
Three years of related customer relations experience with diverse patient and cultural populations.
A high school diploma or GED plus five years of progressively responsible experience may substitute for the education requirement.

Nice To Haves

Bachelor’s degree.

Responsibilities

Promote an integrated, coordinated approach to managing the continuum of care for patients and their families.
Serve as a liaison between patients, internal and external care providers, and care processes within the assigned area and across the enterprise.
Provide input into developing standard operating procedures to support patient care.
Help implement processes that guide patients to appropriate resources and support services.
Proactively meet new patients and promote available programs and services through rounding.
Provide education.
Record patterns of successes and challenges in the patient experience in a database and analyze them to drive service improvements.
Work with teams within the Institute and across the enterprise to implement services that meet the needs of patients and families.
Identify, evaluate, and resolve patient complaints.
Perform liaison duties in a manager’s absence, resolving complaints or determining when to escalate issues.
Document all contacts.
Remove barriers to care and facilitate care coordination.
Facilitate communication and responses to patient needs.
Maintain positive working relationships among physicians, caregivers, patients, and families.
Support the highest quality of patient standards.