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Office Assistant II - Kettering - Patient 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

+ The Office Assistant provides reception, clerical and project management support to the office, answering phones, filing, managing schedules, greeting customers, preparing documents and tracking project performance and timelines. This individual takes care of office support functions; coordinating work assignments for leaders as needed, reviews work for accuracy, Coordinates, and organizes. Performs other duties as assigned.

Essential Functions

+ Managing and coordinating leadership calendars

+ Overseeing Executive Giving Society program. Including creating solicitation lists, scheduling meetings, tracking progress, and creating reports

+ Coordination of Gift Planning Continuing Education webinar series and annual meeting

+ Answering phones, greeting visitors

+ Serves in a leadership capacity on Employee Engagement Committee

+ Coordinate project management spreadshets and reports

Job Requirements

+ High School diploma or equivalent

+ 3 years clerical experience

+ Able to type 60 WPM

+ Intermediate computer skills

+ Knowledge and understanding of Microsoft office suite

+ Project management

+ Proficient in Microsoft Work, Excel and PowerPoint

+ Ability to oversee leadership calendars

This position is a customer facing position within the Patient Relations Department responsible for creating a positive patient experience through regular interpersonal interactions.

+ This position routinely facilitates communication with patients, families, staff, physicians and leadership. These interactions happen through a variety of communication methods including face to face, telephone and email designed and are to promote connection and rapid resolution.

+ Answer multiple phone lines to triage and route customer complaints to appropriate Patient Representatives

+ Management of Call Log

+ Management of Disbursement Log, including check requests, Account Adjustments and Courtesy Payments

+ Assist in identification, investigation and resolution of simple and immediate patient/family, employee or physician concerns when Patient Representative not necessary

+ Supports Manager of Patient Relations & Risk and Patient Representatives in daily departmental tasks

High school Diploma required. Associate Degree Preferred

+ At least two years of secretarial experience, preferably in a hospital or patient related field

+ Ability to work effectively and professionally with difficult situations

+ Microsoft Office

+ Willing to obtain notary public

+ Critical Conversation skills necessary to mediate conflict and confrontation with customers

+ Professional and sensitive customer service skills

+ Regular facilitation of communication between patients/family, employees, physicians, visitors and KMC Administration in the resolution of concerns

+ Provision of Notary Public services, including, but not limited to knowledge of and ability to educate customers about Advanced Directives

+ Efficient use and knowledge of Microsoft Word, Excel and Outlook

+ Scheduling meeting rooms

+ Ordering Supplies

+ Ability to work independently, solve complex problems, critical thinking skills

+ Experience working collaboratively with customers, employees, physicians and leadership

Requisition Number: 2023-45051

Shift: First Shift

Name: 702010 - Patient Relations

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

Street: 3535 Southern Blvd

FTE: 80 Hours Per Pay Period/FTE 1.0


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