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Job Title

Ombudsman Triage Coordinator:

Location

Stuart

Facility

Martin Health North:

Department

Executive Office-Clinical and Operational Improvement:

Job Code

000269

Shift

Days

Schedule

8:00am-5:00pm

Job Summary

Job Details

Cleveland Clinic Martin North Hospital is a fully integrated, state-of-the-art medical campus that includes diagnostic centers, outpatient surgery and a 24-hour emergency department. Cleveland Clinic Martin North Hospital is part of the world-renowned Cleveland Clinic, a nonprofit, multispecialty, academic medical center that integrates clinical and hospital care with research and education.

As an Ombudsman Triage Coordinator, you will provide support to patients and caregivers through coordinating intakes and the assignment of Ombudsman cases to ensure concerns are raised and addressed to reduce risk of negative experiences. You will be the first line of defense in the office, whether you are answering calls directly from patients or caregivers or assisting those that walk in. This is an ideal role for someone with thick skin and excellent customer service skills. There are various promotional opportunities within the department and general camaraderie across the team, which helps to make the atmosphere one where everyone enjoys working each day.

A caregiver in this position works Monday-Friday from 8: 00AM – 5:00PM.

A caregiver who excels in this role will:

• Coordinate intake and assignment of Ombudsman cases and other related duties.

• Take inbound calls or walk-in requests from patients or representatives, listen with empathy and manage patient expectations regarding the complaint handling process.

• Prioritize based on urgency level, assign to appropriate Ombudsman to meet urgency level and balance workload across team.

• Document inquiries in complaint management system according department SOP guidelines.

• Support/complete low acuity/minimal complexity investigations.

• Work with leadership, as needed, to satisfy issue and/or gain understanding.

• Provide general administrative support to Ombudsman/Patient Experience department.

• Be familiar with/understand CMS and CC Enterprise guidelines and regulations pertaining to complaint and grievance process.

Minimum qualifications for the ideal future caregiver include:

• Associate’s Degree or equivalent experience

• Five years of administrative, customer service and/or call center experience

• Understanding of EMR: Epic/Allscripts; RLSolutions/Midas data platforms

• Proficient with spreadsheets, word processing and database software

Preferred qualifications for the ideal future caregiver include:

• Complaint handling/compliance experience

Personal Protective Equipment:

• Follows Standard precautions using personal protective equipment

The policy of Cleveland Clinic Health System and its system hospitals (Cleveland Clinic Health System) is to provide equal opportunity to all of our caregivers and applicants for employment in our drug free environment. All offers of employment are followed by testing for controlled substances.

Cleveland Clinic Health System administers an influenza prevention program. You will be required to comply with this program, which will include obtaining an influenza vaccination on an annual basis 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.

If applying for a Florida position, please see the following website for more information on the background screening requirements required by the Agency of Health Care Administration: https://info.flclearinghouse.com/

Please review the Equal Employment Opportunity poster.

Cleveland Clinic is pleased to be an equal employment opportunity employer.