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Cleveland Clinic Ombudsman in Cleveland, Ohio

Job Summary:

Develops and maintains an integrated approach to customer relations that includes complaint management satisfaction data analysis and employee and program development that effectively focuses on continuous service improvement.

Responsibilities:

  • Identifies, evaluates and resolves patient complaints.

  • Aggregates and analyzes complaint and satisfaction data.

  • Determines proactive recommendations and provides feedback of resolution to appropriate parties.

  • Works with other areas to develop programs and services to meet the defined needs of primary customers.

  • Identifies patterns, makes recommendations for changes to policy and procedures.

  • 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.

  • Conducts investigations for Law Department, negotiates settlements as instructed.

  • Advises on HIPAA regulations.

  • Provides leadership and/or consultation to committees that impact on consumer needs and respect patients' rights.

  • Participates on other committees as indicated.

  • Provides education as needed.

  • Other duties as assigned.

Education:

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

Certifications:

  • None required.

Complexity of Work:

  • Requires strong leadership, communication, analytical and problem solving skills.

  • Must be able to work in a stressful environment and take appropriate action.

Work Experience:

  • Minimum three years related experience investigating and resolving complaints of a complex nature with special emphasis on mediation, negotiation, oral and written communication, problem resolution and program development.

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 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

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