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

Here’s What You Need

• Bachelor’s Degree 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 RN – Registered Nurse Upon Hire required Or
• Other Clinical Healthcare Related Field Upon Hire required
• CRM – Certified Risk Manager within 12 Months required Or
• CPPS – Certified Professional in Patient Safety within 12 Months required Or
• CPHRM – Certified Professional in Healthcare Risk Management within 12 Months required Or
• ARM – Associate in Risk Management within 12 Months required

What You Will Do

This position will contribute and coordinate Patient Safety, Risk Management programs and Grievance Coordination necessary to achieve THR’s strategic goal of becoming a High Reliability Organization (HRO) through leading HRO implementation and sustainability activities. Responsibilities will include the support of each wholly owned entity on a day-to-day basis through program ownership or coordination, investigating, analyzing and trending patient safety events and data, complaints and grievances and data, conducting patient safety and risk management educational programs, complying with licensing, accrediting and regulatory obligations with the objectives of enhancing patient, visitor and employee safety; promoting quality care; and protecting the assets of the organization.

• Support THUC patient safety, risk management programs and grievance coordination strategies. Provide 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). 
• Investigate, evaluate, and analyze events 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.
• 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 the THUC or coordinated through THRU.
• Actively participate in and provide support for patient safety, complaint and grievance trends and quality initiatives including event investigation, event classification and cause analysis.
• Facilitate and/or participate 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. Coordinate the selection, presentation and follow-up of cases to assigned Committees.
• 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.
• Serves as a support for patient complaint/ grievance management to align with 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 patient and consumer complaints
  Prepares timely and accurate communication of patient feedback results based upon THR Complaints and Grievances policy and process.
  Analyze data and identify trends and solutions to reducing harm across THUC. 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.
  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.

Additional perks of being a Texas Health Employee

Benefits include 401k, PTO, medical, dental, Paid Parental Leave, flex spending, tuition reimbursement, student Loan forgiveness as well as several other benefits.
Texas Health Resources is one of the largest faith-based, nonprofit health care delivery systems in the United States and the largest in North Texas in terms of patients served.
Texas Health has 25 acute-care and short-stay hospitals that are owned, operated, joint-ventured or affiliated with the system. It has more than 3,800 licensed beds, more than 21,100 employees of fully-owned/operated facilities plus 1,400 employees of consolidated joint ventures and counts more than 5,500 physicians with active staff privileges at its hospitals. 
At Texas Health, we strive to create an atmosphere of respect, integrity, compassion and excellence for all who come in contact with us, be they patients or our employees. We are committed to diversity in our workforce, and our mission to serve spreads across ethnic, cultural, economic and generational boundaries. We invite you to join us in furthering your career through our accomplishments and philosophy of excellence.

Explore our Texas Health careers site for info like Benefits, Job Listings by Category, recent Awards we’ve won and more.

Do you still have questions or concerns? Feel free to email your questions to recruitment@texashealth.org.

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