Ombudsman Triage Coordinator

Ombudsman Triage Coordinator at Cleveland Clinic Health System coordinates intake and assignment of Ombudsman cases, handles inbound calls and walk-ins from patients or representatives, prioritizes urgency, assigns cases to Ombudsman staff, documents inquiries in the complaint management system, and supports investigations and administrative tasks for the Ombudsman/Patient Experience department. The role requires empathy, strong customer service skills, and familiarity with CMS and Enterprise guidelines affecting complaint and grievance processes; responsibilities include coordinating intake, case assignment, and providing general administrative support while ensuring efficient handling of patient issues. The position operates Monday–Friday, 8:00am–5:00pm at the Cleveland Clinic Main Campus, with an emphasis on reducing risk of negative patient experiences through effective intake and escalation workflows.