Patient Liaison Program Coordinator - Skilled Nursing Facility (SNF)

Cleveland Clinic

2d•Remote

About The Position

At Cleveland Clinic Health System, we believe in a better future for healthcare. And each of us is responsible for honoring our commitment to excellence, pushing the boundaries and transforming the patient experience, every day. We all have the power to help, heal and change lives — beginning with our own. That’s the power of the Cleveland Clinic Health System team, and The Power of Every One. Job Details Join Cleveland Clinic 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. As a Patient Liaison Program Coordinator, you will play a key role in developing and advancing programs that prioritize continuous service improvement, remove barriers to care, and enhance the overall patient experience. This role requires a strong understanding of the administrative and operational functions of a Skilled Nursing Facility (SNF), including skilled stay criteria and regulatory requirements. The coordinator collaborates closely with interdisciplinary teams and key administrative stakeholders such as MDS nurses, admissions, and social work to ensure seamless communication, care coordination, and successful patient transitions. The position involves a consistent on-site presence within SNFs, supporting bedside patient engagements, facilitating family discussions, and maintaining ongoing collaboration with facility leadership and care teams. Through proactive relationship-building and hands-on involvement, the Patient Liaison Program Coordinator serves as a trusted resource, advocate, and connector between patients, families, and care providers. Candidates with experience on the operational side of a Skilled Nursing Facility including care coordination, admissions, case management, or administrative leadership are strongly preferred. The ideal candidate demonstrates a strong understanding of SNF operations and administrative workflows and, while clinical backgrounds may be considered, must be comfortable transitioning away from direct patient care to focus on program coordination and operational collaboration in this non-clinical role. A caregiver in this position works 8:00am – 5:00pm. This position requires travel to skilled nursing facilities in the area and Cleveland Clinic locations for occational meetings. A caregiver who excels in this role will:

Requirements

Associate’s Degree in communication, psychology, sociology or a related field and 3 years of related experience in customer relations with diverse patient/culture populations OR A high school diploma/GED and 5 years of progressively responsible experience may substitute the education requirement

Nice To Haves

Bachelor’s Degree
Demonstrated interest in innovative, collaborative, and team-driven work
SNF administrative/operational experience
Demonstrated familiarity with health system navigation and a strong understanding of the patient journey and overall care experience
Strong communication skills with the ability to effectively engage and collaborate with families and interdisciplinary care teams

Responsibilities

Promote an integrated/coordinated approach to manage the continuum of care for the patient and their family members.
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.
Ensures positive working relationships between physicians, caregivers, patients and families.
Support the highest quality of patient standards.