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Texas Health Resources · 1 day ago

Patient Grievances Program Manager

Arlington, TX

Full-time

Hybrid

Senior Level

5+ years exp

Texas Health Resources is a healthcare organization dedicated to providing high-quality patient care. The Patient Grievances Program Manager will oversee the patient grievance process, ensuring adherence to regulatory standards and improving the consumer care experience through effective management and analysis of patient complaints.

Health CareMedical

Responsibilities

Oversee the patient grievance process, support the entity personnel managing the events to ensure adherence to regulatory standards and Texas Health process, analyze patient care related complaints and grievance related trends at the system to identify areas for improvement and support and oversee programs to improve the consumer care experience

Coordinates the complaints and grievance functions to maximally ensure that identification of grievances is accurate and managed appropriately

Serve as a subject matter expert in the classification of Emotional harm and facilitate activities that work to reduce emotional harm rates in the system

This position will have oversight of grievance risk exposure, appropriate classification, assessment, analysis, and opportunities so that the organization remains compliant and is continuously working to improve the consumer care experience

Facilitates and manages the implementation and ongoing management of the Patient Family Advisory Council (PFAC) program ensuring alignment with regulatory standards and organizational goals for patient family engagement

Develop and implement of grievance management program

Serves as a resource for efforts with education and training staff in appropriate procedures, documentation, reporting, and follow-up in key areas of grievance management interest

Act as the organization's expert resource in the management of feedback related events and grievance process, including the classification of emotional harm, and stay abreast of trends in the industry, best practices, 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

Serves as a resource in developing and maintaining programs that support effective and equitable care through engagement of patient, families and caregivers

Support system level groups and committees that incorporate input from patients, families, caregivers and the community on patient safety and patient experience improvement initiatives

Identify and implement industry best practices that incorporate patient and caregiver input about patient safety events or issues (such as patient submission of safety events, safety signals from patient complaints or other patient safety experience data, patient reports of discrimination)

Evaluate trends on grievance events for severity, frequency, classification, and report as necessary to appropriate administration, committees, and personnel

Support organizational learning by correlating internal sources of patient experience data with grievance/ complaints data to identify areas of focus to improve patient care

Collaborate with other departments to facilitate activities that seek out patient feedback and input to improvement and risk mitigation strategies to support system initiatives and implementation of evidence-based practices with the use of industry benchmarking to compare appropriate data

Effectively analyze data and information to successfully formulate strategies and action plans to mitigate identified clinical risks and monitor effectiveness of actions plans using high reliability frameworks like Plan-Do- Study-Act

Acts as a resource to Entity Grievance Coordinators for organization of grievance process

Provide onboarding and orientation to the system grievance program and management of Feedback related events to grievance personnel at the entities and service lines

Supports the ongoing evaluation of compliance with program related processes and takes action to address and correct areas of non-compliance

Serve as a resource to facility staff on issues related to grievance management and impact on patient safety and patient experience

Demonstrate role model behaviors regarding proper customer satisfaction, conduct, confidentiality, complaint resolution, and problem solving

Support high reliability concepts and principles in the development of education, training and follow-up for the grievance process

Provide ongoing training and education based on risk assessments, analysis of data and regulatory standards

Develop and implement strategy to create and maintain a grievance process and event classification program

Oversee management of classification and event reporting module

Develop standards of performance and initiate recommendations based on findings

Will monitor and participate (when necessary) in Department of State Health Services- CMS surveys associated with grievance events

Assist with preparation of documentation and promote compliance with grievance policies and external regulations regarding areas of responsibility, including but not limited to grievance management and response

Work with appropriate entity personnel to develop reports of action for appropriate System Services committees and leadership

Develop and maintain collaborative relationships to enhance program effectiveness and advise how to manage grievances

Acts as effective team leader and motivator

Qualification

Healthcare risk managementPatient safetyGrievance coordinationHigh Reliability Organization principlesClinical healthcare experienceInter-professional team leadershipCPHRM certificationCPHQ certificationCPPS certificationBachelor's degree in nursingMaster's degree in related fieldCustomer satisfactionEffective communicationProblem solving

Required

Bachelor's degree in nursing required or

Masters degree in related field required

5 years Progressive experience in clinical healthcare with most recent experience in healthcare risk management, patient safety, grievance coordination and/or quality with proven experience leading (facilitating) inter-professional teams to successfully outcome required

3 years Patient safety or patient grievance management with deployment of effective and reliable processes required

3 years Experience in High Reliability Organization (HRO) principles and leadership

RN upon hire required or

clinical healthcare related field upon hire required

CPHRM – Certified Professional in Healthcare Risk Management within 12 months of hire required or

CPHQ – Certified Professional in Healthcare Quality within 12 months of hire required or

CPPS – Certified Professional in Patient Safety within 12 months hire required