Patient Experience Rep - Troy Hospital - Patient Relations (FT/Days)

Company: Kettering Health Network
Location: Troy
Posted on: February 24, 2021

Job Description:

Patient Experience Rep - Troy Hospital - Patient Relations (FT/Days)US-OH-TroyJob ID: 2021-26734Type: Full-Time# of Openings: 1Category: Registered Nurse1149 Experiment Farm RoadOverview Kettering Health is a not-for-profit network of nine hospitals,Kettering College, and over 160 outpatient facilities serving southwest Ohio. Patients have access to high quality maternity care, state-of-the-art cancer fighting technology, Ohio's leading heart hospital, as well as revolutionary brain and spine surgery. With nearly 14,000 employees and 2,100 physicians, Kettering Health is committed to transforming the healthcare experience with world class health services for every stage of life. Kettering Health recently celebrated the 50th anniversary ofKettering Medical Center. As afaith-based organizationwe are dedicated to treating all patients with love and respect regardless of religious preference. Multi-denominationalSpiritual Servicesare offered at the network every day. ResponsibilitiesJob Summary Acts as a liaison between patients and the institution as a whole, and between the institution and the public that it serves. Functions as a representative of KMCS Administration, providing a specific channel through which patients can seek improved communication and solutions to problems, concerns and un-met needs. Assists facilitation of the grievance process, Safe Medical Device Reporting and Incident Report process. Maintains data entry system in the documentation of patient complaints, grievances, requests and their resolution according to CMS guidelines. Maintains direct verbal and written communication including highly sensitive legal and ethical information with all levels within the organization, including CEO, COO, Vice Presidents, legal counsel, physicians, leadership and Risk Management. Assists in the development and implementation of projects whose objective is to improve the patient and family experience. Monitors patient experience data and collaborates with departmental leaders on survey trends, actionable improvement plans, evaluates success of initiatives and modifies efforts as indicated. Assists with researching and communicating best practices that are consistent with the hospital's strategic plan for patient experience. Works with patients/families and individual departments, leaders and staff to identify opportunities to improve the patient and family experience and assists in developing and promoting strategies to support these initiatives. Assists with preparation and facilitating monthly patient experience review sessions and communication/distribution of HCAHPS data and comments to department leaders. Assists in review and follow up of MIDAS Safe reports, including assisting Patient Safety Manager with Root Cause AnalysisEducational RequirementsBachelor's DegreeSkills/Other Experience in hospital patient care related field Demonstrates positive interpersonal relations, critical thinking skills, and ability to work with minimal supervision. Must have excellent listening skills and ability to multi-task and prioritize multiple high priority tasks. Ability to problem solve, mediate and de-escalate conflict and confrontation Knowledge of hospital organization, policies, departments and personnel needs Skilled in investigation, research, documentation, listening, reporting, problem solving, 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 Knowledge of and adherence to HIPAA privacy laws and requirements Demonstrate ability to adhere to Centers for Medicare/Medicaid Services guidelines for grievance resolution. Knowledge of customer service tools and resources (i.e., Press Ganey and Advisory Board best practices and the ability to interpret and analyze data for use in strategic planning and monitoring operations. PI129833622

Keywords: Kettering Health Network, Dayton , Patient Experience Rep - Troy Hospital - Patient Relations (FT/Days), Other , Troy, Ohio