Complaints and Grievances Program Manager - THPG
Complaints and Grievances Program Manager - THPG
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Job Description
Complaints and Grievances Program Manager THPG
Texas Health Physicians Group is looking for a top skilled Complaints and Grievances Program Manager. Is that you
Work location: Currently remote however will work on site occasionally. Physical address612 E Lamar Blvd. Arlington TX
Work hours:Full Time (40 Hours); Day Shift; Monday Friday 8:00 AM 5:00 PM.
Department highlights:
- Remote work environment allows for flexible schedule.
- Work life balance is a priority
- Opportunity to learn industry leading compensation software
- Wide scope of contracting types expands your compensation experience
- Opportunities for growth within the organization
What You Will Do:
Receiving documenting and addressing patient complaints and concerns.
Implementing a standardized process for timely investigation and resolution.
Collaborating with physicians clinics staff and legal teams to ensure compliance.
Providing data-driven insights to leadership to identify systemic issues and opportunities for
improvement
Manage the feedback on RLts daily acting as the entitys expert resource in complaint & grievance
processes and keeps abreast of trends in the industry and regulatory standards.
Responsible for ensuring the organization is compliant with new and revised national state and local
healthcare requirements and patient safety associated laws statutes community standards and laws.
Develop and implement strategies to create and maintain a grievance process and event classification program.
Oversee management of classification event reporting module develop standards of performance and
initiate recommendations based on findings.
Monitor and participate (when necessary) in Department of State Health Services- CMS surveys
associated with grievance events.
Evaluate trends on grievance events for severity frequency classification and reports as necessary to
appropriate THPG leadership committees and personnel.
Utilize industry benchmarking to compare appropriate data support system initiatives and support
evidenced-based practices.
Support and manage policies related to complaints/grievances.
Manage Grievance Events related to clinical care
Identify and address patient safety risks initiated from a C&G
Grievances may often contain embedded patient safety concerns that may not be immediately
evident. A structured review process helps uncover these risks enabling timely intervention
Manage Emotional Harm events and correlate C&G and Risk emotional harm opportunities.
Responsible for PDSA KPM for C&G
Collaborative team with approach to ensure that grievances are evaluated from multiple
perspectives and that responses are coordinated and transparent
Review for opportunities across various patient input points (C&G safety events CORS/ PARS
TMB complaints insurance inquiries etc.)
Supports data driven decision making and action planning 95%
Other duties as assigned. 5%
What You Need:
Education
Bachelors Degree Statistics public health health administration business or related field. 4 Years Relevant work experience in lieu of a degree. Req And
Masters Degree Statistics public health health administration business or related field. Pref
Experience
7 Years Healthcare management or complaint management with 5 years of direct patient advocacy or complaint management. Req
Masters Degree Statistics public health health administration business or related field. PrefExperience7 Years Healthcare management or complaint management with 5 years of direct patient advocacy or complaint management. ReqSkills Effective communicator with proven experience in working with inter-professional teams to achieve positive
outcomes. Excellent verbal written and presentation skills are required to ensure clear communication with
THPG senior leadership and staff. Displays good organizational skills and is able to manage multiple projects
meeting agreed upon timelines. Work independently and intentionally. Able to set direction provide guidance
build consensus and develop inter-professional teams to address identified risk. Ability to acquire and review
multiple data sources and provide detailed analysis to the appropriate Business Unit. Must have advanced MS
Office (Word Excel PowerPoint) experience. This position requires expertise and understanding of healthcare
regulatory agency standards and national patient safety goals. The incumbent must be comfortable with
managing multiple projects simultaneously.SupervisionIndividual ContributorADA RequirementsWorking Indoors 67% or morePhysical DemandsLight Work
Required Experience:
Manager
Employment Type
Full-Time
