Ombudsman Triage Coordinator

Join Cleveland Clinic’s Main Campus where research and surgery are advanced, technology is leading-edge, patient care is world class and caregivers are family. Here, you will work alongside a passionate and dedicated team, receive endless support and appreciation, and build a rewarding career with one of the most respected healthcare organizations in the world.

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 through Friday from 8:00am to 5:00pm.

• 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

• 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

Pay Range

Minimum hourly: $18.88

Maximum hourly: $28.80

The pay range displayed on this job posting reflects the anticipated range for new hires. A successful candidate’s actual compensation will be determined after taking factors into consideration such as the candidate’s work history, experience, skill set and education. The pay range displayed does not include any applicable pay practices (e.g., shift differentials, overtime, etc.). The pay range does not include the value of Cleveland Clinic’s benefits package (e.g., healthcare, dental and vision benefits, retirement savings account contributions, etc.).