Ombudsman

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.

Job Title

Ombudsman

Location

Cleveland

Facility

Cleveland Clinic Main Campus

Department

PE Ombudsman-Clinical Transformation

Job Code

T26152

Shift

Days

Schedule

8:00am-5:00pm

Job Summary

Join the Cleveland Clinic team, where you will work alongside passionate caregivers and provide patient-first healthcare. Cleveland Clinic is recognized as the No. 4 hospital in the nation, according to the U.S. News and World Report. At Cleveland Clinic, you will work alongside passionate and dedicated caregivers, receive endless support and appreciation, and build a rewarding career with one of the most respected healthcare organizations in the world.

In this role, you will develop and maintain an integrated approach to patient complaints and grievances and Caregiver assistance that effectively focuses on continuous service improvement.

Cleveland Clinic provides what matters most: career growth, delivering world-class care to our patients, continuous learning, exceptional benefits and working for an organization that offers many long-term career paths. Join us and experience a culture where opportunities to advance and the support to get there go hand-in-hand.

Job Details

Responsibilities:

• Identifies, evaluates, and resolves patient complaints and grievances.
• Determines proactive recommendations and provides feedback of resolution to appropriate parties.
• Through mediation and negotiation, ensures a positive working relationship between physicians, employees, patients and families in order to support and maintain the highest quality of patient standards.
• Helps patients and Caregivers who request assistance with issues or problems.
• Advises on HIPAA regulations.
• Assists Caregivers with problem patients and visitors, including workplace violence support.
• Investigate lost belongings, input Case Warnings, and process Compliments for Caregivers.
• Conducts investigations for Law Department, negotiates settlements as instructed.
• In regional hospitals, is liaison with surveyors and regulatory agencies.
• In regional hospitals, may review workplace violence SERS and document in files.
• In regional hospitals, may handle escalated work place violence cases as needed.
• Other duties as assigned

Education:

• Bachelor's degree required
• Bachelor's degree in Communication, Psychology, Sociology, or related field preferred

Languages:

• None required

Certifications:

• None required

Complexity of Work:

• Requires strong oral and written communication, organizational, and problem solving skills.
• Must be able to work in a stressful environment and take appropriate action.

Work Experience:

• Minimum three years 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.
• Offset: Associate's degree and five years of experience.
• Offset: High School diploma/GED and seven years of experience.

Physical Requirements:

• Manual dexterity to operate office equipment.
• May require extended periods of standing, walking or sitting.
• Good visual acuity through normal or corrected vision.

Personal Protective Equipment:

• Follows standard precautions using personal protective equipment as required.

The policy of Cleveland Clinic Health System and its system hospitals (Cleveland Clinic Health System) is to provide equal opportunity to all of our employees and applicants for employment in our tobacco free and drug free environment. All offers of employment are followed by testing for controlled substance and nicotine. Job offers will be rescinded for candidates for employment who test positive for nicotine. Candidates for employment who are impacted by Cleveland Clinic Health System's Smoking Policy will be permitted to reapply for open positions after 90 days.

Cleveland Clinic Health System administers an influenza prevention program as well as a COVID-19 vaccine program. You will be required to comply with both programs, which will include obtaining an influenza vaccination on an annual basis, and being fully vaccinated against COVID-19, or obtaining an approved exemption.

Decisions concerning employment, transfers and promotions are made upon the basis of the best qualified candidate without regard to color, race, religion, national origin, age, sex, sexual orientation, marital status, ancestry, status as a disabled or Vietnam era veteran or any other characteristic protected by law. Information provided on this application may be shared with any Cleveland Clinic Health System facility.

Please review the Equal Employment Opportunity poster.

Cleveland Clinic Health System is pleased to be an equal employment employer: Women / Minorities / Veterans / Individuals with Disabilities