Patient Liaison Program Coordinator - Skilled Nursing Facility (SNF)

Cleveland Clinic

1d•Remote

About The Position

The Patient Liaison Program Coordinator supports Cleveland Clinic’s Post Acute Care (PAC) team in developing programs focused on continuous service improvement, removing barriers to care, and promoting a positive patient experience. The coordinator helps manage the continuum of care for patients and families, with an understanding of skilled stay criteria and the roles of administrative stakeholders in skilled nursing facilities (SNFs), such as MDS nurses, admissions teams, and social workers. The role works closely with interdisciplinary SNF teams and includes regular facility visits for bedside patient meetings, family conversations, and ongoing coordination with facility teams. It serves as a liaison between patients, internal teams, and external care providers to support seamless, high-quality care transitions. The coordinator also contributes to an innovative care model intended to support patients and families during vulnerable, high-risk transitions and to build stronger connections among patients, families, and facility teams. The position is remote, with required travel to skilled nursing facilities multiple times per week and to Cleveland Clinic locations for meetings. Candidates must reside in the Greater Cleveland area. The described schedule is Monday through Friday, 7:00 a.m. to 5:00 p.m.

Requirements

Associate’s degree in Communication, Psychology, Sociology, or a related field and three years of related customer-relations experience with diverse patient or cultural populations; alternatively, a high school diploma or GED and five years of experience.
Strong communication, analytical, and critical-thinking skills.
Excellent interpersonal skills, with emphasis on oral and written communication, process improvement, and problem resolution.
Must reside in the Greater Cleveland area.
Must travel to and work in skilled nursing facilities multiple times throughout the week and travel to Cleveland Clinic locations for meetings.

Nice To Haves

Bachelor’s degree.
Experience working in a skilled nursing facility.
Familiarity with health system navigation, the patient journey, and patient experience.
Experience as a Nursing Facility Administrator, Care Coordinator, or Social Worker.
SNIFF experience.
Knowledge of scheduling, referrals, and estimates.
Understanding of administrative and operational functions within a skilled nursing facility.
Epic experience.

Responsibilities

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 for an effective patient-support program.
Help implement processes that direct patients to appropriate resources and support services.
Proactively round to meet new patients and promote available programs and services.
Provide education.
Record patterns of successes and challenges in the patient experience in a database and contribute to analysis used to improve patient services.
Work with Institute and enterprise teams to implement services that meet the needs of patients and their 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 or responses to patient needs.
Promote positive working relationships among physicians, caregivers, patients, and families.
Support the highest quality of patient standards.