Patient Liaison Program Coordinator - Skilled Nursing Facility (SNF)

Patient Liaison Program Coordinator - Skilled Nursing Facility (SNF)

Join Cleveland Clinic's Independence Family Health Center and become a part of one of the most respected healthcare organizations in the world. This patient-friendly facility offers primary care, express care and a wide array of specialty services. Here, you will work alongside passionate and dedicated caregivers, receive endless support and appreciation, and build a rewarding career.

As a Patient Liaison Program Coordinator, you will support the Post Acute Care (PAC) team in developing programs focused on continuous service improvement, removing barriers to care, and promoting a positive patient experience. In this role, you will help coordinate the continuum of care for patients and their families, with an understanding of skilled stay criteria and the roles of key administrative stakeholders within skilled nursing facilities (SNFs), including MDS nurses, admissions teams, and social workers. You will work closely with interdisciplinary teams within SNFs and regularly visit facilities to participate in bedside patient meetings, family conversations, and ongoing coordination with facility teams. This position serves as a liaison between patients, internal teams, and external care providers to ensure seamless, high-quality support throughout care transitions.

This role supports an innovative care model designed to provide patients and families with meaningful support during vulnerable and high-risk transitions in care. You will help build trust and strengthen connections with patients, families, and facility teams while contributing to the development of a new model of care at Cleveland Clinic.

A caregiver in this role works remotely, Monday through Friday from 7:00 a.m. 5:00 p.m.

This position requires candidates to travel to and work in skilled nursing facilities multiple times throughout the week, as well as travel to Cleveland Clinic locations for meetings.

To be considered for this position, candidates must reside in the Greater Cleveland area.

A caregiver who excels in this role will:

• Serve as a liaison to patients with internal and external care providers and processes of care within their area and across the enterprise.
• Provide input to developing standard operating procedures that will guide and build a program that effectively supports the care of patients.
• Be involved in the implementation of new processes that will guide patients to the appropriate resources and support services they need to improve the patient experience.
• Proactively round to meet new patients and promote available programs and services.
• Provide education.
• Capture patterns of successes and challenges within the patient experience and enter them into a database to perform analysis that will drive improvements to patient services.
• Work with other areas within the Institute and across the enterprise to implement services that meet the needs of the patient or the patient's family.
• Identify, evaluate, and resolve patient complaints.
• Perform all duties of liaison in the absence of a manager to resolve complaints or use effective reasoning as in when to escalate an issue for problem resolution.
• Document all contacts.
• Remove barriers to care and facilitate coordination of care.
• Facilitate communication or responses to patient needs.
• Ensure positive working relationships between physicians, caregivers, patients and families.
• Support the highest quality of patient standards.

Minimum qualifications for the ideal future caregiver include:

• Associate's Degree in Communication, Psychology, Sociology or a related field and three years of related experience in customer relations with diverse patient/culture populations
• OR High School Diploma/GED and five years of experience
• Strong communication, analytical, and critical thinking skills
• Excellent interpersonal skills with emphasis on oral and written communication, process improvement, and problem resolution

Preferred qualifications for the ideal future caregiver include:

• Bachelor's Degree
• Experience working in a skilled nursing facility
• Familiarity with health system navigation and the patient journey and experience
• Experience as a Nursing facility Administrator, Care Coordinator or Social Worker
• SNIFF experience
• Knowledgeable with scheduling, referrals, and estimates
• Understand administrative and operational functioning within a Skilled Nursing Facility (SNF)
• Epic Experience