Patient Experience Rep - Troy Hospital - Patient Relations (FT/Days)
Company: Kettering Health Network
Location: Troy
Posted on: February 24, 2021
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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
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