Complaints and Grievances Program Manager - THPG

Complaints and Grievances Program Manager – THPG

Bring your passion to Texas Health so we are Better + Together

Work Location: Texas Health Physicians Group 612 E. Lamar TX 76011

Work Hours: Full Time Days (8:00am-5:00pm) for 40 hrs/week.

Department Highlights:

Serve as subject matter experts in patient safety, supporting more than 250 clinics across the DFW area.

Partner with clinic staff, leaders, and executives to advance the High Reliability Organization (HRO) journey.

Support patient safety investigations, event reviews, and proactive risk-reduction initiatives.

Collaborate across multidisciplinary teams to drive organizational learning and continuous improvement

What You Will Do:

Support THPG patient safety, risk management programs with a focus on patient and consumer complaints 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 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 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 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 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 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. 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 management to align with THPG’s 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.

This role will have oversight and collaboration with the THPG Professionalism Program CARS and PARS Programs. 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%