Patient Relations Rep - Quality & Patient Safety - Kettering - FT/Days - Kettering Health

Kettering Health is a not-for-profit system of 13 medical centers and more than 120 outpatient facilities serving southwest Ohio. We are committed to transforming the health care experience with high-quality care for every stage of life. Our service-oriented mission is in action every day, whether it’s by providing care in our facilities, training the next generation of health care professionals, or serving others through international outreach.

Campus Overview:

Kettering Health Main Campus

• Kettering Health Main Campus, formerly Kettering Medical Center, is the flagship hospital of Kettering Health and has been serving Kettering, Ohio and the Greater Dayton area since 1964.
• The facility includes the Benjamin and Marian Schuster Heart Hospital, maternity service with a level III neonatal intensive care unit (NICU), and level II Emergency Care.
• In 2020, KH Main Campus received an “A” from the Leapfrog Group, a national patient safety watchdog, ranking among the safest hospitals in the United States.
• Received 4 Star Baby-Friendly Hospital status by the Ohio Hospital Association.
• Awarded as one of the 50 Top Cardiovascular Hospitals by IBM Watson Health in 2020.
• Kettering received the Outstanding Patient Experience Award by Healthgrades (2017-2019).
• Accredited by the American College of Emergency Physicians as a Level 3 Geriatric Emergency Department.
• 465-bed hospital (includes newborn beds)

College Degree: Baccalaureate Degree in a Human Services related field: Education, Social Work, Psychology, Public Relations, Nursing or a related field required.

Minimum Work Experience

Experience in a hospital patient care related field

Required Skills

·         Knowledge of hospital organization, policies, departments and personnel needs

·         Skilled in investigation, research, documentation, listening, reporting, problem solving, interpersonal relations and stress management.

·         Possess working knowledge of medical and legal terms, court procedures, medical record guidelines and hospital policy and procedure process

·         Computer operations, letter writing, typing and email use (Microsoft Office Applications, Midas and Epic)

·         Commission as an Ohio Notary Public or obtain commission within 6 months of employment

·         Must have critical thinking, excellent listening skills and ability to multi-task and prioritize multiple high priority tasks

·         Ability to mediate and de-escalate conflict and confrontation

·         Knowledge of and adherence to HIPAA privacy laws and requirements

ESSENTIAL FUNCTIONS

·         85-95% of cases closed in 7 days

·         Demonstrates strong verbal and written communication skills

·         Demonstrates the ability to assess situations, identify key issues and plan appropriate course of action

·         Demonstrates ability to facilitate communication between patients, visitors, staff, physicians and administration

·         Demonstrates ability to adhere to Centers for Medicare/Medicaid Services guidelines for grievance resolution