Senior 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
Senior Ombudsman

Location
Weston

Facility
CC Florida Hospital Weston

Department
PE Ombudsman-Clinical Transformation

Job Code
001307

Shift
Days

Schedule
8:00am-5:00pm

Job Summary
Join Cleveland Clinic Florida where research and surgery are advanced, technology is leading-edge, patient care is world class, and caregivers are family. Cleveland Clinic Florida is ranked No. 1 in the Miami-Fort Lauderdale metro area and is a top hospital in Florida, according to U.S. News and World Report. Here, 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.

Cleveland Clinic is looking to add a Senior Ombudsman to their dedicated team of caregivers in the Office of Patient Experience. As a Senior Ombudsman, you will listen to, investigate and resolve concerns raised by patients, families and caregivers. This role serves to effectively impact the patient experience, drive change across the region and ensure the voice of our patient is valued. You will have regional responsibility at Weston Hospital, Martin Health and Indian River Hospital.

The ideal candidate is someone who:
- Exemplifies Cleveland Clinic's values.
- Is detail-oriented, precise, efficient and proactive.
- Displays empathy and compassion.
- Has excellent communication, problem-solving, time management and de-escalation skills.
- Has a complete working knowledge of systems and processes, including legal and ethical understanding, to ensure timely and appropriate resolutions.

This is an excellent opportunity for someone who wants to make a difference in the community while building a rewarding career.

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:

• Conducts complete unbiased, high quality investigations of CCHS complaints and grievances in a timely manner.
• Maintains compliance with external regulation and internal SOPs.
• Provides exceptional customer service to patients, family members, and caregivers related to investigations.
• Supports caregivers by providing coaching and feedback when dealing with difficult patient and family situations.
• Documents investigations in database according to department SOPs and other regulation.
• Uses data and reports to identify and support process improvements.
• 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.
• Provides leadership and/or consultation to committees that have impact on patients' rights.
• Participates on other committees as indicated.
• Provides education as needed. Works with other areas to develop processes, programs and services to meet the defined
• needs of our patients and caregivers.
• Other duties as assigned.

Education:

• Bachelor's Degree required.

Certifications:

• None required.

Complexity of Work:

• Requires empathy, collaborative communication, critical thinking, decisive judgment, and problem solving skills.
• Must be confident and comfortable working in a stressful environment.

Work Experience:

• Minimum three years related experience investigating and resolving complaints of a complex nature with special emphasis on
• mediation, oral and written communication, problem solving, conflict resolution and customer service.

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 for procedures.

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