Ombudsman

About the Company

Essentia Health is an integrated health system dedicated to making a healthy difference in people’s lives. Headquartered in Duluth, Minnesota, Essentia Health serves patients in Minnesota, Wisconsin, and North Dakota. We offer a full range of medical services, including primary care, specialty care, hospitals, and long-term care facilities. Our commitment to patient-centered care, innovation, and community well-being drives everything we do. We strive to create a supportive and inclusive environment for both our patients and our employees.

Job Description

Essentia Health is seeking a dedicated and impartial Ombudsman to join our team in Duluth, Minnesota. In this vital role, you will serve as an independent, neutral resource for patients, families, and staff, facilitating fair and informal resolution of concerns and complaints. The Ombudsman acts as an advocate for fair process, ensuring that all parties are heard and that issues are addressed promptly, ethically, and in accordance with organizational policies and patient rights. This position requires exceptional communication, mediation, and problem-solving skills, with a strong commitment to confidentiality and impartiality.

Key Responsibilities

• Serve as an impartial and confidential resource for patients, families, and staff regarding concerns, complaints, and ethical dilemmas.
• Conduct thorough and objective inquiries into complaints and issues, gathering information from all relevant parties.
• Facilitate informal resolution of disputes and conflicts through mediation, negotiation, and communication.
• Provide guidance and information on Essentia Health policies, procedures, and patient rights.
• Identify systemic issues and provide feedback to leadership for continuous improvement of services and patient experience.
• Maintain accurate and confidential records of all inquiries and resolutions.
• Promote a culture of respect, fairness, and transparency within the organization.
• Educate stakeholders on the role and function of the Ombudsman's office.

Required Skills

• Bachelor's degree in a relevant field (e.g., healthcare administration, social work, law, public policy).
• Minimum of 5 years of experience in conflict resolution, mediation, patient advocacy, or a related field, preferably within a healthcare setting.
• Demonstrated ability to maintain neutrality and confidentiality.
• Excellent interpersonal, communication (verbal and written), and active listening skills.
• Strong analytical and problem-solving abilities.
• Proficiency in navigating complex organizational structures and policies.
• Ability to build trust and rapport with diverse populations.
• High ethical standards and integrity.

Preferred Qualifications

• Master's degree in a relevant field.
• Certification as an Ombudsman (e.g., CO-OP).
• Experience with grievance processes and regulatory compliance in healthcare.
• Knowledge of patient rights and healthcare ethics.
• Familiarity with the healthcare landscape in Minnesota.

Perks & Benefits

• Comprehensive health, dental, and vision insurance.
• Generous paid time off and holiday schedule.
• 401(k) retirement plan with company match.
• Tuition reimbursement and professional development opportunities.
• Employee wellness programs.
• Life and disability insurance.
• Employee assistance program (EAP).
• Opportunity to make a significant impact on patient and employee experience.

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