Brief Overview

The Patient Relations Specialist will be responsible for establishing a relationship with patients via online/telephone assessment and intake through active listening and questioning process, documenting these encounters and providing instruction and creating an opinion timeline based on established protocol.

Core Responsibilities

  • Responsible for establishing a relationship with patients and effectively triaging and providing care guidance and resolution to all contacts and patients.
  • Assesses patient needs, determines and initiates appropriate action or response to meet identified needs.
  • Assesses patient and physician needs, provides requested information and/or guidance or service as appropriate or forwards to the appropriate person on the clinical management team.
  • Initiates and independently implements appropriate clinical activities, including communication with patient/caregiver, physician (as applicable) and complete documentation of events and interventions.
  • Maintains consistent communication with patients.
  • Assists, reviews, researches, and resolves active patient and referral concerns and complaints and records outcomes accordingly to meet regulatory compliance standards.
  • Other duties as assigned.

Qualifications

  • Graduate of an accredited school of professional nursing. BSN Preferred or other allied health professional degree.
  • Current Ohio RN license
  • Other Allied Health license
  • Good clinical judgment, careful listening, critical thinking skills and assessment skills.
  • Strong customer service skills, including both verbal and written communication skills.
  • Strong computer skills.
  • Ability to be self-directed, excel in critical thinking and problem solving skills.
  • Minimum of 2 years nursing or clinical experience (preferred in critical care, intermediate care, or med/surg, outpatient care coordination).
  • Prior phone triage.

Physical Requirements

  • Manual dexterity to operate office equipment. May require periods of sitting, standing and walking for long periods of time.
  • Requires good visual acuity through normal or corrected vision. Must be able to hear normal conversation. Must be able to lift at least 20 pounds.

Working at The Cleveland Clinic / American Well Joint Venture

The partnership between Amwell and Cleveland Clinic will transform how care is delivered through online technology, led by clinical innovation from providers at Cleveland Clinic. We’re a “go getter” culture that pride itself on smarts, initiative, creative thinking, and a strong work ethic.

This position will be based in Cleveland, OH.  

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