Patient Safety/Grievance Program Manager - TH Urgent Care (Breeze), Full-time, Days

About the role

This position contributes and coordinates Patient Safety, Risk Management programs and Grievance Coordination necessary to achieve Texas Health's strategic goal of becoming a High Reliability Organization (HRO).

Responsibilities

• Supports each wholly owned entity on a day-to-day basis through program ownership or coordination.
• Investigates, analyzes and trends patient safety events and data, complaints and grievances and data.
• Conducts patient safety and risk management educational programs.
• Complies with licensing, accrediting and regulatory obligations to enhance patient, visitor and employee safety; promote quality care; and protect the organization's assets.
• Supports THUC patient safety, risk management programs and grievance coordination strategies.
• Provides support and guidance to the THUC 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).
• Facilitates and/or participates with various task forces, committees and ad-hoc committees both at the system, and THUC 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.
• Collaborates as needed with Texas Health System Patient Safety/Risk, Compliance and Legal to resolve patient and consumer complaints.
• Prepares timely and accurate communication of patient feedback results based upon THR Complaints and Grievances policy and process.
• Analyzes data and identifies trends and solutions to reducing harm across THUC.
• Maintains confidentiality when accessing patient information.
• 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.

Requirements

• Bachelor's Degree in Nursing preferred or other related clinical profession required.
• Master's Degree in related Field preferred.
• 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 required.
• 3-years’ experience in High Reliability Organization (HRO) principles and leadership preferred.
• RN - Registered Nurse upon hire required.
• CRM - Certified Risk Manager within 12 Months required.
• CPPS - Certified Professional in Patient Safety within 12 Months required.
• CPHRM - Certified Professional in Healthcare Risk Management within 12 Months required.
• ARM - Associate in Risk Management within 12 Months required.

Qualifications

Collaborative, self-directed team focused on results, excellence, and hard work
Pride in delivering meaningful work—and in the satisfaction of shared success
Strengths intentionally optimized and leveraged
Growth and development actively supported
Culture of accountability built on trust

Skills

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.
Demonstrates 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.

Benefits

• 401k
• PTO
• Medical
• Dental
• Paid Parental Leave
• Flex Spending
• Tuition Reimbursement
• Student Loan Forgiveness