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

Ombudsman

Location

Cleveland

Facility

Cleveland Clinic Main Campus

Department

PE Ombudsman-Clinical and Operational Improvement

Job Code

T26152

Shift

Days

Schedule

8:00am-5:00pm

Job Summary

Job Details

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 Ombudsman I, you will develop and maintain an integrated approach to patient complaints/grievances and caregiver assistance that effectively focuses on continuous service improvement. Your work focuses on managing care concerns and deescalating potential issues among various populations, including end of life discussions and end of care transitions. This role allows you to directly improve the Cleveland Clinic experience, all while developing new skills, expanding your healthcare knowledge and exploring advanced career moves within Cleveland Clinic. 

A caregiver in this position works 8:00am to 5:00pm, Monday through Friday with no weekends or holidays.   

A caregiver who excels in this role will:  

• Identify, evaluate and resolve patient complaints and grievances. 

• Determine proactive recommendations and provide feedback of resolution to appropriate parties. 

• Through mediation and negotiation, ensure a positive working relationship between physicians, employees, patients and families to support and maintain the highest quality of patient standards. 

• Help patients and caregivers who request assistance with issues or problems. 

• Advise on HIPAA regulations. 

• Assist Caregivers with problem patients and visitors, including workplace violence support. 

• Investigate lost belongings, input Case Warnings and process Compliments for Caregivers. 

• Conduct investigations for the Law Department and negotiate settlements as instructed. 

• Serve as a liaison with surveyors and regulatory agencies. 

• Review workplace violence SERS and document in files. 

• Handle escalated workplace violence cases as needed. 

Minimum qualifications for the ideal future caregiver include:  

• Bachelor’s Degree and three years of 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 OR Associate’s Degree and five years of experience OR High School Diploma/GED and seven years of experience 

Preferred qualifications for the ideal future caregiver include:  

• Bachelor's degree in Communication, Psychology, Sociology or a related field 

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.

                       

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.