Job Description

Join the Cleveland Clinic team, where you will work alongside passionate caregivers and provide patient-first healthcare. 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.As an Ombudsman, you will develop and maintain an integrated approach to patient complaints and grievances and Caregiver assistance that effectively focuses on continuous service improvement.The ideal future caregiver is someone who:Is empathetic, resilient and passionate about helping others.Has excellent time management, organization, conflict management, de-escalation and communication skills.Can multitask to work on many cases in the same timeframe.Demonstrates situational awareness and a professional demeanor.Can represent executive leadership to the community/patient population.This is an excellent opportunity for someone who wants to make a difference in the community while building a rewarding career. This position will give you the skills and experience needed to advance to Ombudsman II and Senior Ombudsman positions.At Cleveland Clinic, we know what matters most. That's why we treat our caregivers as if they are our own family, and we are always creating ways to be there for you. Here, you'll find that we offer: resources to learn and grow, a fulfilling career for everyone, and comprehensive benefits that invest in your health, your physical and mental well-being and your future. When you join Cleveland Clinic, you'll be part of a supportive caregiver family that will be united in shared values and purpose to fulfill our promise of being the best place to receive care and the best place to work in healthcare.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 vestigate lost belongings, input Case Warnings, and process Compliments for Caregivers.Conducts investigations for Law Department, negotiates settlements as regional hospitals, is liaison with surveyors and regulatory regional hospitals, may review workplace violence SERS and document in regional hospitals, may handle escalated work place violence cases as needed.Other duties as assignedEducation:Bachelor's degree requiredBachelor's degree in Communication, Psychology, Sociology, or related field preferredLanguages:None requiredCertifications:None requiredComplexity 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.Salaries [which may be] shown on independent job search websites reflect various market averages and do not represent information obtained directly from The Cleveland Clinic. Because we value each individual candidate, we invite and encourage each candidate to discuss salary/hourly specifics during the application and hiring process.

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