Manager of Patient Relations & Risk Management - Kettering - Patients Relations - FT/Days

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.

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)

Job Summary:

Performs other duties as assigned. Provides management and support in the development, training, and implementation of KHMCS Kettering Health Main Campus System, including Main Campus, Miamisburg, and Troy, Patient Relations Program. Provides management and support in the development, training, and implementation of KH-Main, KH-Troy, & KH-Miamisburg Risk Management Program. Serves as knowledge expert in Patient Relations and Risk Management practices, processes, and regulatory and accreditation standards.

Manages the daily operations of the Patient Relations program at KH-Main, KH-Troy, & KH-Miamisburg Risk Management Program and Risk Management program for Kettering Health. Managerial oversight for Patient Experience Representative at KH-Main, KH-Troy, & KH-Miamisburg, which covers all Patient Experience, Patient Relations, Risk Management, & Patient Safety. With the Director of Clinical Quality, Chief Quality Officer, and Corporate Risk Manager, establishes the program and policies. Represents Kettering Health in standardization of Patient Relations and Risk Management for Kettering Health. And other duties as assigned.

Essential Functions:

Provides oversight and management for Patient Relations service, which acts as the liaison between patients and the institution and between the institution and the public. Manages Patient Representatives who facilitate the grievance process for patients and families, in accordance with CMS (Center for Medicare and Medicaid Services) guidelines. Provides oversight of the Risk and Patient Relations activities including coordination with corporate Risk Management, negotiation of settlements, review and revision of policies and coordination of follow up related to risk exposure and liabilities. Patient Relations and Risk Manager is responsible for review and coordination of follow-up of Midas Patient Relations events. Works closely with and provides back up for the Patient Safety Manager. Assists with management of Root Cause Analysis.

Accurately completes Grievance Reports and Safe Medical Device Reports through medical record review and communications with patients and their families and staff. Confers with management on issues of risk exposure and liability and coordinates follow up to resolve issues. Identifies trends documented on Midas event reports or other intradepartmental communications. Research procedural problems affecting multiple departments resulting from specific patient complaints and works with departments involved to affect improvements. Accurately investigates, research, documents, and preserves evidence for Corporate Risk Manager. Works with Patient Relations Representatives to obtain thorough and accurate claims file documentation. Negotiates approved settlements with patient and family within authority. Assists in compilation of statistics and reports for Patient Relations, Administration and other departments. Develops and implements educational programs to resolve identified trends in occurrence reports. Manages policies related to patient relations and risk management.

• Routinely evaluates work process, customer service issues, and job functions to ensure continuous improvement

• Demonstrates willingness and exceptional ability to problem-solve, routine to complex situations

• Is a role model for Excellence for Life by demonstrating the Standards of Behavior that support KHN values (Trustworthy, Innovative, Caring, Competent and Collaborative)

• Personal “Attitude” - leaves a lasting favorable impression on others

• Personal “Communication” - creates positive encounters with others

• Personal “Trustworthiness” - creates/maintains meaningful/enduring relationships

• Personal “Innovation” - adapts personal actions/responses to advance personal level of service

• Personal “Ownership” - reflects a ready willingness to “Go the Extra Mile”

• Personal “Nurture” - anticipates needs of others and responds in a professional and emotionally supportive manner

• Personal “Sensitivity” – demonstrates a genuine concern and caring for others

• Exhibits a positive response to constructive criticism

• Attends Town Hall Meetings (4 meetings = exceeds; 3 meetings = meets)

• Uses medical center resources efficiently Copyright © 2023 HealthStream, Inc. All Rights Reserve

Education:

+ Bachelor’s Degree in Nursing or related Healthcare field

+ Master’s Degree in Nursing or related Healthcare field preferred

Work Experience:

+ Two years of progressive supervisory experience with demonstrated leadership and management skills

Skills:

+ • Certification in healthcare risk management or quality (CPHRM or CPHQ) required or obtained within three years of hire

+ • Experience with database programs preferred.

+ • Knowledge of MIDAS software preferred.

+ • Maintains competencies & skills of Patient Relations and Risk Management

+ • Ability to communicate effectively, written, and oral

+ • Ability to evaluate statistical data for use in planning and monitoring outcomes

+ • Ability to work under stressful situations

+ • Proven skills in developing high performance teams

Requisition Number: 2023-44782

Shift: First Shift

Name: 702010 - Patient Relations

External Company URL: http://www.ketteringhealth.org/

Street: 3535 Southern Blvd

Telecommute: No

FTE: 80 Hours Per Pay Period/FTE 1.0

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