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Ombudsman triage coordinator

Cleveland Clinic Sandusky, OH
  • Expired: February 16, 2020. Applications are no longer accepted.

Job Profile Summary
Coordinates intake and assignment of Ombudsman cases and other related duties.
Coordinates intake and assignment of Ombudsman cases and other related duties.
Takes inbound calls or walk-in requests from patients or representatives, listens with empathy, and manages patient expectations regarding the complaint handling process.
Prioritizes based on urgency level, assign to appropriate Ombudsman to meet urgency level and balance workload across team, and document inquiry in complaint management system according department SOP guidelines.
Supports/completes low acuity/minimal complexity investigations.
Works with leadership as needed to satisfy issue and/or gain understanding.
Understanding of EMR: Epic/Allscripts; RLSolutions/Midas data platforms
Provides general administrative support to Ombudsman/Patient Experience department.
Familiar with/understand CMS and CC Enterprise guidelines and regulations pertaining to complaint and grievance process.
Other duties as assigned.
Associate Degree or equivalent experience

Work Experience:
Min 5 years administrative, customer service and/or call center experience.
Complaint handling/compliance experience preferred.
Proficient with spreadsheets, word processing and database software.
The policy of Cleveland Clinic and its system hospitals (Cleveland Clinic) 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 Job offers will be rescinded for candidates for employment who test positive for nicotine.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's Smoking Policy will be permitted to reapply for open positions after 90 days. 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 facility.
Cleveland Clinic is pleased to be an equal employment employer: Women/Minorities/Veterans/Individuals with Disabilities

Cleveland Clinic


Sandusky, OH
44871 USA