Senior Patient Liaison Program Coordinator - Fertility

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Job Title

Senior Patient Liaison Program Coordinator - Fertility

Location

Beachwood

Facility

Beachwood Family Health and Surgery Center

Department

PSS Customer Service-Operations

Job Code

T98387

Shift

Day/Evening/Night/Weekend

Schedule

7:30am-4:30pm/8:30am-5:00pm

Job Summary

Job Details

Beachwood Family Health and Surgery Center continues to provide the excellent healthcare our patients have come to expect from Cleveland Clinic. At this facility, you will join a team of caregivers committed to serving the east side community with compassion, empathy and kindness. Here, you will receive endless support and appreciation while building a rewarding career with one of the most respected healthcare organizations in the world.

As Senior Patient Liaison Program Coordinator, you will lead program development and continuous service improvement initiatives focused on removing barriers to care and enhancing the patient experience within the Cleveland Clinic Fertility Center. In this role, you will oversee patient engagement initiatives and serve as a primary point of contact for patients, providing guidance and support throughout the IVF and general infertility care process. You will help patients navigate complex billing processes, treatment timelines, insurance requirements, and administrative needs through a concierge-style approach, ensuring their questions are addressed by knowledgeable experts.

A caregiver in this role works days/evenings/nights/weekends from 7:30 a.m. – 4:30 p.m. or 8:30 a.m. – 5:00 p.m.

A caregiver who excels in this role will:

• Collaboratively lead the development, implementation, promotion, and integration of patient engagement initiatives for the institute.
• Monitor the organization's patient satisfaction scores and aggregate complaint data.
• Determine proactive recommendations for improvement.
• Facilitate communication among providers, caregivers, patients, and families to ensure positive working relationships.
• Act as a liaison within and across institutes to resolve issues and meet patients' needs.
• Identify, evaluate, and resolve cancer patient complaints.
• Educate all institute providers and caregivers regarding service issues, recovery initiatives, and engagement activities.
• Provide directions to the liaison team.
• Schedule and coordinate patient appointments, including IVF cycles, consultations, and labs.
• Manage patient documentation and insurance paperwork.
• Serve as the primary contact for patient inquiries and concerns.
• Coordinate between nurses, physicians, and other clinical staff.
• Track patient progress and follow up post-treatment or post-procedure.
• Attend meetings and communicate updates to senior leadership.
• Manage patient communications via phone and email regarding treatments, insurance, follow-up, and scheduling.
• Support patients through emotional and logistical hurdles.
• Problem-solve bottlenecks in the patient experience or logistics.
• Track outcomes and report to senior leadership.

Minimum qualifications for the ideal future caregiver include:

• Bachelor’s degree in business administration, healthcare administration or other related field and five years of related experience reflecting a high level of conflict resolution in a customer relation/service role
• OR High School diploma/GED and five years of experience
• One year or more of project management experience
• Strong written and verbal skills, excellent organization and time management skills

Preferred qualifications for the ideal future caregiver include:

• Experience developing programs

Physical Requirements:

• High degree dexterity to operate office equipment.
• May require extended periods of standing, walking or sitting.
• Good visual acuity through normal or corrected vision.
• Good hearing acuity.

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:

Please review the Equal Employment Opportunity poster .

Cleveland Clinic is pleased to be an equal employment opportunity employer.