Donor Liaison

About the role

Cleveland Clinic Health System is hiring a Donor Liaison in West Palm Beach, Florida, within the Philanthropy Institute. The role coordinates all aspects of healthcare visits for designated patients and their families and acts as the main point of contact between them and hospital leadership, including Professional Staff, the Ombudsman, Chairs, the CEO and the COO. Coverage for specialty programs includes 24-hour availability.

Key responsibilities

• Facilitate and coordinate healthcare visits throughout the system for designated patients and their families
• Handle visit-related requests and partner with the IRD group and special program teams to advance philanthropic and financial objectives
• Act as a liaison to advocate for patients and resolve complaints and issues
• Expedite release of medical records to and from outside facilities and coordinate hospital visits, admissions, transfers and ED visits
• Provide 24-hour on-call service for specialty program members
• Share data measuring patient activity and assist with process improvement and service recovery
• Maintain positive relationships with physicians and staff, and ensure patients' visits are outstanding experiences

Required profile

• Bachelor's degree in Business Administration, Marketing, Healthcare or a related field, or equivalent extensive experience in institutional development, account or patient relations management
• Seven years of experience in customer service, preferably in healthcare
• Ability to handle complex situations, work under pressure and escalate issues appropriately
• Excellent written and verbal communication skills

Required skills

• PC-based computer use, including Microsoft Office Suite
• Preferred: customer service experience in development, university or alumni relations, and experience with Epic

Schedule is hybrid, Monday to Friday 8:00 am to 5:00 pm, with an onsite evening rotation about four times a year and light local travel. The employer states a drug-free environment, a drug test after an offer, and an annual influenza vaccination requirement.