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. Cleveland Clinic is recognized as one of the top hospitals in the nation. At Cleveland Clinic, you will work alongside passionate and dedicated caregivers, receive endless support and appreciation and build a rewarding career with one of the most respected healthcare organizations in the world. Cleveland Clinic's Ombudsman Office is a liaison or connection between our patients and those providing direct patient care. Our job is to help find potential solutions by removing barriers that can impact that care. There might not always be an easy answer, but our representatives always listen to concerns and do what we can to help whenever possible. Although we'd like to be able to help with any concern, our Ombudsman Office is best equipped to answer questions and concerns about the service patients receive at Cleveland Clinic. These services include medical care, quality of care, our caregivers and service during an appointment or hospital stay. **A caregiver in this position works Monday through Friday from 8:00am to 5:00pm.** A caregiver who excels in this role will: + Coordinate intake and assignment of Ombudsman cases and other related duties. + Take inbound calls or walk-in requests from patients or representatives, while listening with empathy to manage patient expectations regarding the complaint handling process. + Prioritize based on urgency level and assign appropriate Ombudsman to meet stated urgency level and balance the workload across the team while documenting inquiries into the complaint management system. + Support and complete low acuity and minimal complexity investigations. + Understand EMR: Epic/Allscripts; RLSolutions/Midas data platforms. + Provide general administrative support to the Ombudsman/Patient Experience department. + Understand CMS and CC Enterprise guideline and regulations pertaining to complaint and grievance process. Minimum Qualifications for the ideal future caregiver include: + Associate's Degree OR minimum of 5 years administrative, customer service and/or call center experience. + Proficiency with spreadsheet, word processing and database software Preferred qualifications for the ideal future caregiver include: + Complaint handling/compliance experience Our caregivers continue to create the best outcomes for our patients across each of our facilities. Click the link and see how we're dedicated to providing what matters most to you: https://jobs.clevelandclinic.org/benefits-2/ **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. **Pay Range** Salaries [which may be] shown on independent job search websites reflect various market averages and do not represent information obtained directly from The Cleveland Clinic. Because we value each individual candidate, we invite and encourage each candidate to discuss salary/hourly specifics during the application and hiring process. Cleveland Clinic Health System is pleased to be an equal employment employer: Women / Minorities / Veterans / Individuals with Disabilities