Program Manager of Complaints and Grievances THPG
Program Manager of Complaints and Grievances THPG
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Job Description
Program Manager of Complaints and Grievances - THPG
Program Manager of Complaints and Grievances- Full Time/ Days
Bring your passion to Texas Health so we are Better Together
Work location: 9330 Amberton Parkway Dallas Texas 75243
Remote work with onsite meetings at varying locations within the DFW metroplex
Work hours: Full Time (40 Hour) Day Shift; Monday through Friday from 8A-5PM
Department Highlights
Oversees 250 clinics within the DFW area
Autonomous work environment
Builds effective relationships to prevent patient harm
What You Will Do:
Support THPG patient safety risk management programs with a focus on complaints and grievances coordination strategies. Provide support and guidance to the THPG personnel and acts as a resource to leaders and staff for patient safety event
investigation complaints/ grievances management relevant regulatory compliance high reliability and all
identified potentially compensable events (consumers and product).
10%
Investigate evaluate and analyze events related to complaints and grievances that threaten or potentially threaten patient safety through the following: review of medical records identification and interview of staff collection of data and/or creating
timelines review of related literature review of applicable policies and review of event reporting. Demonstrates knowledge and competency of maintaining event reporting system and review investigation and evaluation of harm events and feedback events per defined methodology process and policy.
10%
Lead efforts to increase organizational understanding of patient safety and risk management initiatives complaints and grievances and high reliability principles through dedicated educational programs for staff. Programs may be at THPG or coordinated through THRU.
10%
Actively participate in and provide support for patient safety complaint and grievance trends and quality initiatives including event investigation event classification and cause analysis. 10%
Facilitate and/or participate with various task forces committees and ad-hoc committees both at the system and THPG level to implement identified patient safety and clinical risk and complaint/ grievance initiatives as needed with on-going monitoring and involvement to ensure continued progress. Coordinate the selection presentation and follow-up of cases to assigned Committees.
This position is responsible for providing in-depth proactive consultation and support to leaders and staff guided by meaningful data dissection and visualizations as well as providing an accurate compilation of data through regular and special reports regarding THPG service performance appropriately prepared for leadership at all levels including the Boards of Trustees. 10%
Supports development and implementation of preventive risk management programs. Serves as a resource for efforts with education and training staff in appropriate procedures documentation reporting and follow-up in key areas of risk management and complaints/ grievances. Acts as the organizations expert resource in risk reduction and keeps abreast of trends in the industry. Responsible for ensuring the organization is compliant with new and revised national state and local healthcare risk-patient safety and complaints/grievances associated THR policy laws statutes community standards and laws.
10%
Serves as an all encompassing support regarding complaint/ grievance management to align with THPGs mission and goals as well THR processes for patient and consumer complaint management workflow and reporting. Provides oversight of standard and process by acting as facilitator for trending and management of complaints; potential compensatory events; evaluates resolution and documentation. Collaborates as needed with Texas Health System Patient Safety/Risk Compliance and Legal to resolve co-worker patient and consumer complaints. 10%
Prepares timely and accurate communication of patient feedback results based upon THR Complaints and Grievances policy and process.
10%
Analyze data and identify trends and solutions to reducing harm across THPG. Collects and trends patient safety and clinical risk data to guide initiatives and improvement efforts. Demonstrate advanced data management communication analytical and decision- making skills on a consistent basis effectively working with project teams to understand and respond to meaningful data generating change at both the entity and system level through the entire project life cycle. Maintains confidentiality when accessing patient information.
10%
Builds and maintains trusting relationships with both internal and external customers to enhance communication
regarding risk and safety. Participates as a member of appropriate committees and task forces assigned to improve quality and safety and to reduce organizational risk. Develops and maintains collaborative relationships to enhance program effectiveness and advises how to manage risks. Can build trust while maintaining confidentiality. Has a high emotional intelligence and acts as effective team leader and influencer.
10%
What You Need:
Education
Bachelors Degree Nursing preferred Or other related clinical profession Req Or
Masters Degree Related field Pref
Experience
5 Years Progressive experience in clinical healthcare with the most recent experience being at least 3 years in healthcare risk management patient safety grievance coordination and/or quality program management with proven experience leading inter-professional teams with deployment of effective and reliable processes. Req and
3 Years Experience in High Reliability Organization (HRO) principles and leadership. Pref
Licenses and Certifications
RN - Registered Nurse RN - Registered Nurse Upon Hire Req Or
Other Clinical Healthcare Related Field Upon Hire Req And
CPHQ - Certified Professional in Healthcare Quality 12 Months Req Or
CPPS - Certified Professional in Patient Safety 12 Months Req Or
CPHRM - Certified Professional in Healthcare Risk Management 12 Months Req Or
CRM - Certified Risk Manager 12 Months Req
Masters Degree Related field PrefExperience5 Years Progressive experience in clinical healthcare with the most recent experience being at least 3 years in healthcare risk management patient safety grievance coordination and/or quality program management with proven experience leading inter-professional teams with deployment of effective and reliable processes. Req and
3 Years Experience in High Reliability Organization (HRO) principles and leadership. PrefLicenses and CertificationsRN - Registered Nurse RN - Registered Nurse Upon Hire Req Or
Other Clinical Healthcare Related Field Upon Hire Req And
CPHQ - Certified Professional in Healthcare Quality 12 Months Req Or
CPPS - Certified Professional in Patient Safety 12 Months Req Or
CPHRM - Certified Professional in Healthcare Risk Management 12 Months Req Or
CRM - Certified Risk Manager 12 Months 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 entity senior leadership and staff. Displays good organizational skills with ability 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 RequirementsExtreme Heat 1-33%
Extreme Cold 1-33%
Extreme Swings in Temperature 1-33%
Extreme Noise 1-33%
Working Outdoors 1-33%
Working Indoors 67% or more
Mechanical Hazards 1-33%
Electrical Hazards 1-33%
Explosive Hazards 1-33%
Fume/Odor Hazards 1-33%
Dust/Mites Hazards 1-33%
Chemical Hazards 1-33%
Toxic Waste Hazards 1-33%
Radiation Hazards 1-33%
Wet Hazards 1-33%
Heights 1-33%
Other Conditions 1-33%Physical DemandsSedentaryTravel RequirementsLocal 10% Potential visits to clinics
Required Experience:
Manager
Employment Type
Full-Time
