Program Manager - Complaints & Grievances (THPG)

_Bring your passion to Texas Health so we are Better + Together_

Location: Dallas, TX Remote (with potential visits to various clinics/locations across DFW metroplex)

Schedule: Full-Time | Day Shift | Mon-Fri, 8 AM-5 PM

Facility: Texas Health Physicians Group (THPG)

Address: 9330 Amberton Parkway, Dallas, TX 75243

About the Role

Texas Health is seeking a passionate Program Manager to lead our Complaints and Grievances program across 250+ clinics in the DFW area. This role supports patient safety and risk management initiatives, ensuring regulatory compliance and driving high reliability practices.

Key Responsibilities

* Lead investigations into patient complaints and grievances

* Analyze medical records, interview staff, and compile timelines

* Educate staff on patient safety, risk management, and HRO principles

* Collaborate with committees and task forces to implement safety initiatives

* Prepare reports and visualizations for leadership and board presentations

* Ensure compliance with national, state, and local healthcare regulations

* Trend and manage complaints, potential compensatory events, and feedback

* Analyze data to identify harm reduction strategies

* Build strong relationships across departments to enhance communication

Qualifications

Education and Experience:

* Bachelor's in Nursing or related clinical field (Master's preferred)

* 5+ years in clinical healthcare, including 3+ in risk/patient safety

* RN or other clinical license required

* Experience leading inter-professional teams

* Familiarity with High Reliability Organization (HRO) principles (preferred)

Licenses/Certifications (one required within 12 months):

* RN (Registered Nurse) or other clinical healthcare license

* CPHQ - Certified Professional in Healthcare Quality

* CPPS - Certified Professional in Patient Safety

* CPHRM - Certified Professional in Healthcare Risk Management

* CRM - Certified Risk Manager

Why Texas Health?

* Remote flexibility with meaningful onsite collaboration

* Autonomous work environment

* Opportunity to impact patient safety across a large network

* Supportive leadership and professional development

Ready to make a difference in healthcare quality and safety? Apply today and join a team that's Better + Together.

Texas Health requires a resume when an application is submitted.Employment opportunities are only reflective of wholly owned Texas Health Resources entities.

We are an Equal Opportunity Employer and do not discriminate against any employees or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class.