**This role is filled already and created for them to apply** Responsible for assisting with program development that effectively focuses on continuous service improvement, removing barriers to care and promoting a positive patient experience. Promotes an integrated/coordinated approach to manage the continuum of care for the patient and their family members. Serves as liaison to patients with internal and external care providers and processes of care within their area and across the enterprise. **Responsibilities:** + Provides input to developing standard operating procedures that will guide and build a program that effectively supports the care of patients. + 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 completes intentional rounding to meet new patients, promoting available programs and services. + Provides education as needed. + Captures patterns of successes and challenges within the patient experience and enter into a data base to perform analysis that will drive improvements to patient services. + Works 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. + Identifies, evaluates, and resolves patient complaints. + Performs all duties of liaison in absence of manager to resolve complaints or use effective reasoning as in when to escalate an issue for problem resolution. + Documents all contacts. + Removes barriers to care, and facilitates coordination of care. + Facilitates communication or responses to patient needs; ensures positive working relationship between physicians, employees, patients and families; supports highest quality of patient standards. **Education:** + Associate's degree in Communication, Psychology, Sociology or related field required. + *High School Diploma/GED with five years progressively responsible experience pay substitute the degree requirement. + Bachelor's degree preferred. **Certifications:** + None required. **Complexity of Work:** + Ability to work with minimal supervision in all environments. + Requires strong communication, analytical, and critical thinking skills. + Excellent interpersonal skills with special emphasis on oral and written communication, process improvement, and problem resolution **Work Experience:** + Minimum three years related experience in customer relations with diverse patient/culture populations, exhibiting problem solving skills. + Offset: High School diploma/GED and five years progressively responsible experience. **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