Complaints and Grievances Program Manager - THPG

Texas Health Resources•Arlington, TX

11h•Onsite

About The Position

The Complaints and Grievances Program Manager supports Texas Health Physicians Group (THPG) patient safety and risk management programs, with a focus on coordinating patient and consumer complaints. The role provides guidance to THPG personnel and serves as a resource to leaders and staff on patient safety event investigations, complaints management, regulatory compliance, high reliability, and potentially compensable events involving consumers and products. The position provides proactive consultation to leaders and staff, using data analysis and visualizations to support decision-making. It compiles regular and special reports on THPG service and performance for leadership, including the Boards of Trustees. The manager supports preventive risk management programs, education and training, compliance with applicable healthcare risk and patient safety requirements, and complaint management workflows and reporting. The role also oversees and collaborates with the THPG Professionalism Program CARS and PARS Programs. This is an individual-contributor role based at Texas Health Physicians Group, with full-time daytime hours of 8:00 a.m. to 5:00 p.m., 40 hours per week. Local travel of approximately 10% may include clinic visits. The position is classified as sedentary, with work performed indoors at least 67% of the time.

Requirements

Bachelor's degree in Nursing is required as the preferred clinical education route, or a bachelor's degree in another related clinical profession is required.
At least 5 years of progressive experience in clinical healthcare, including at least 3 years of recent experience in healthcare risk management, patient safety, grievance coordination, and/or quality program management.
Proven experience leading inter-professional teams and deploying effective, reliable processes.
A qualifying clinical credential or background is required: Registered Nurse (RN) or another clinical healthcare-related field.
Within 12 months of hire, obtain one of the following: Certified Professional in Healthcare Quality (CPHQ), Certified Professional in Patient Safety (CPPS), Certified Professional in Healthcare Risk Management (CPHRM), or Certified Risk Manager (CRM).
Effective communication and demonstrated experience working with inter-professional teams to achieve positive outcomes.
Excellent verbal, written, and presentation skills for clear communication with senior leadership and staff.
Strong organizational skills and the ability to manage multiple projects and meet agreed timelines.
Ability to work independently, set direction, provide guidance, build consensus, and develop inter-professional teams to address identified risks.
Ability to acquire and review data from multiple sources and provide detailed analysis to the appropriate business unit.
Advanced experience with Microsoft Word, Excel, and PowerPoint.
Expertise and understanding of healthcare regulatory agency standards and national patient safety goals.
Ability to manage multiple projects simultaneously.

Nice To Haves

Master's degree in a related field.
At least 3 years of experience with High Reliability Organization (HRO) principles and leadership.

Responsibilities

Support THPG patient safety and risk management programs, particularly patient and consumer complaint coordination.
Provide guidance and serve as a resource to leaders and staff on event investigations, complaint management, regulatory compliance, high reliability, and potentially compensable events.
Investigate, evaluate, and analyze complaints and events that threaten or could threaten patient safety, including reviewing medical records, interviewing staff, collecting data, creating timelines, reviewing literature and policies, and examining event reports.
Maintain and use the event reporting system and review, investigate, and evaluate harm and feedback events according to defined methodologies, processes, and policies.
Lead educational programs that increase organizational understanding of patient safety, risk management, complaints, and high reliability principles.
Participate in patient safety, complaint-trend, and quality initiatives, including event investigation, event classification, and cause analysis.
Facilitate or participate in system- and THPG-level task forces and committees to implement patient safety, clinical risk, and complaint initiatives; monitor progress and coordinate case selection, presentation, and follow-up for assigned committees.
Provide proactive consultation and support to leaders and staff using data analysis and visualizations, and prepare regular and special reports for leadership, including the Boards of Trustees.
Support the development and implementation of preventive risk management programs and staff education on appropriate procedures, documentation, reporting, and follow-up.
Monitor industry trends and help ensure compliance with applicable national, state, and local healthcare risk, patient safety, complaints, and grievances requirements, policies, laws, statutes, and community standards.
Oversee complaint management standards and processes, facilitate complaint trending and management, evaluate resolutions and documentation, and collaborate with Texas Health System Patient Safety/Risk, Compliance, and Legal as needed.
Provide oversight and collaborate with the THPG Professionalism Program CARS and PARS Programs.
Prepare timely and accurate communications of patient feedback results in accordance with THR Complaints and Grievances policy and process.
Analyze, collect, and trend patient safety and clinical risk data; identify trends and solutions to reduce harm across THPG and guide improvement initiatives.
Use data management, communication, analytical, and decision-making skills throughout project lifecycles to support change at the entity and system levels; maintain confidentiality when accessing patient information.
Build and maintain trusted relationships with internal and external customers, participate in assigned committees and task forces, advise on risk management, and support program effectiveness.