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Program Manager of Compliance and Grievances - THPG

Program Manager of Compliance 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 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. 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

Bachelor's Degree Nursing preferred Or other related clinical profession Req Or

Master's 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

**Education** Bachelor's Degree Nursing preferred Or other related clinical profession Req Or

Master's 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 **Skills** 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. **Supervision** Individual Contributor **ADA Requirements** Extreme 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 Demands** Sedentary **Travel Requirements** Local 10% Potential visits to clinics

Texas Health requires a resume when an application is submitted.Employment opportunities are only reflective of wholly owned Texas Health Resources entities.

We are an Equal Opportunity Employer and do not discriminate against any employees or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class.