Patient Relations Representative-Patient Safety and Quality-Full-time/Days

Overview

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.

 

Responsibilities & Requirements

Education

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

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