Complaints Manager

Legacy Home Health Agency•McAllen, TX

1d•Onsite

About The Position

The Complaints Manager manages activities and procedures associated with complaints concerning agency programs and services. The Complaints Manager is responsible for overseeing the Complaint Coordinators facilitating all complaints, incidents, and nonconformities and reporting adverse acts to the appropriate state and federal entities for regulatory submissions. The Complaints Manager will also execute and supervise corrective and preventative actions taken.

Requirements

Bachelor’s degree in an applicable field
Minimum of two years of quality assurance experience in a related industry
Minimum of two years of supervisory experience in a related industry
Excellent communication skills, both verbal and written; must be able to communicate precisely and accurately to all levels of the organization.
Excellent time management skills: ability to deal with and meet deadlines effectively.
Ability to write routine reports and correspondence, etc. and analyze data.
Ability to speak effectively to groups of clients or employees of the organization.
Ability to investigate all patient/employee related complaints and/or incidents objectively.
Excellent problem-solving and interpersonal skills; ability to display sound judgment.
Excellent typing and computer skills; strong working knowledge of Microsoft Office Suite.
Detail-oriented with a willingness to learn new skills and techniques to promote efficiency.
Ability to be flexible, adaptive, positive and keep a high level of productivity in a constantly changing and stressful environment.
Excellent attention to detail and recordkeeping; excellent organizational skills.
Ability to work independently as well as a productive team member; strong interpersonal skills with the ability to effectively lead a multi-functional team.
Ability to maintain confidentiality.
Excellent communication skills that project a professional, positive attitude.
Strong project management skills.
Ability to work with minimal supervision; ability to communicate effectively (verbal and written); ability to work under stressful situations (deadlines); ability to be flexible.
Ability to set own work direction and complete work tasks within required deadlines.
Ability to exercise discretion and independent judgement with respect to matters of significance.
Ability to perform work directly related to management and general business operations, including quality control, auditing, legal and regulatory compliance, the safety and health of agency patients/employees, and similar activities.
Must have reliable transportation.
Able to read, write, speak, and comprehend English.
Must be free from communicable disease and open infection wounds.

Nice To Haves

Must have a valid Texas driver’s license and current automobile liability insurance if motor vehicle use is within the scope of employment.
Able to travel to prospective clients’ place of residence and other office locations.

Responsibilities

Ensure compliance with all state, local, governmental, and federal regulations applicable to agency programs and services.
Serve as the main point of contact for all agency complaints or incidents.
Monitor performance for compliance with agency needs and requirements, including any necessary follow-up.
Write, maintain, and submit complaint and incident reports while submitting corrective and preventive action plans.
Facilitate all activities associated with the accurate and timely completion of complaints and incidents reports and documents, including timely investigations and corresponding actions taken in response to all complaints or incidents.
Notifying the appropriate departments to conduct additional follow-up when necessary for all reported complaints or incidents, including timely notifying the scheduling department when a face-to-face visit is needed, notifying the billing department to conduct a review or claim adjustment, etc.
Maintain and complete all monthly complaint and incident logs for administration review.
Perform root cause analysis on all complaints and incidents for efficient, applicable reporting.
Work with the coordination department, clients, attendants, and other departments as needed to obtain all necessary information and records for completion.
Work with coordination department, clients, attendants, and other departments as needed to enforce action plans resulting from a complaint or incident.
Reports all complaints applicable to agency programs and services to the appropriate state and federal entities to meet mandated agency timeframes.
Contribute to the quality strategy and quality objectives of the agency.
Promote agency programs and services in support of agency growth and development.
Participates in performance improvement activities and actively seeks efficient and effective policy and procedure changes cooperatively with supervisors for the department.
Makes photocopies; mails, scans and emails documents; and performs other clerical functions.
Maintaining the highest level of ethical behavior and confidentiality of information and adhering to the guidelines in the Agency’s Confidential Information, Noncompetition and Arbitration Agreement read, acknowledged, and accepted at time of hire and as that agreement is from time-to-time revised.
Adhering to applicable policies, procedures, and other guidelines of the Agency.
Performing duties in a safe manner to avoid injury to oneself and/or others.
Performs other related duties as assigned.