Program Manager, Disclosure & Apology

Overview Be inspired. Be rewarded. Belong. At Emory Healthcare. BenefitsAt Emory Healthcare we fuel your professional journey with better benefits, valuable resources, ongoing mentorship and leadership programs for all types of jobs, and a supportive environment that enables you to reach new heights in your career and be what you want to be. We provide: Comprehensive health benefits that start day 1 Student Loan Repayment Assistance & Reimbursement Programs Family-focused benefits Wellness incentives Ongoing mentorship, development, and leadership programs And more Work Location: Atlanta, GADescriptionThe Disclosure and Apology Program Manager is responsible for leading, developing, and managing Emory Healthcare's disclosure and apology program.This program is designed to address and resolve issues resulting from unanticipated outcomes, errors, or adverse events that affect patients, clients, or stakeholders.The Program Manager ensures that disclosures are made with empathy, transparency, and in compliance with legal and ethical standards, fostering trust and accountability while managing risk.The ideal candidate will have a background in risk management, healthcare compliance, legal services, or a similar field, with a deep understanding of the emotional, legal, and organizational dynamics involved in disclosure and apology processes.Program Leadership and Strategy:Develop, implement, and oversee the organization's disclosure and apology program to ensure it aligns with industry's best practices and organizational valuesLead the design of training programs for staff on how to appropriately disclose errors, offer apologies, and handle sensitive situations with patients or clientsEstablish clear procedures for timely and effective communication regarding adverse events, including internal and external reportingMonitor and evaluate the program's effectiveness, making recommendations for improvements based on feedback, incident data, and industry trendsCompliance and Risk Management:Ensure all disclosures and apologies are consistent with legal, regulatory, and ethical requirements, minimizing legal risks to the organizationCollaborate with legal counsel, risk management, and insurance teams to assess and mitigate potential liabilities associated with disclosures and apologiesWork closely with clinical, legal, and administrative departments to ensure the program is seamlessly integrated into daily operationsStakeholder Communication:Serve as the primary point of contact for managing disclosures to patients, families, clients, or external partiesLead sensitive conversations and deliver apologies in a compassionate, transparent, and appropriate manner, while maintaining a focus on patient safety and organizational accountabilityEnsure that stakeholders receive ongoing updates throughout the resolution process and that all actions taken are documented appropriatelyContinuous Improvement and Reporting:Collect and analyze data related to adverse events, disclosures, and apology outcomes to track trends, measure program success, and identify areas for improvementPrepare regular reports and presentations for senior leadership, detailing program performance, key outcomes, and risk mitigation strategies Stay informed of developments in disclosure and apology practices, incorporating new tools, research, and policies as necessary to enhance the program Collaboration and Education:Collaborate with clinical teams, legal staff, patient safety officers, and other departments to ensure an interdisciplinary approach to addressing errors and adverse eventsEducate and provide ongoing support to staff involved in the program, including offering guidance on how to handle emotional or complex situations with stakeholdersMinimum Required QualificationsBachelor's degree in healthcare administration, law, risk management, or a related fieldMinimum of 5 years of experience in a senior role related to risk management, healthcare compliance, patient safety, or legal affairs, with at least 2 years leading or managing a disclosure or apology programProven track record of successfully managing sensitive communications, particularly in high-stakes or crisis situationsKnowledge, Skills & Abilities:In-depth understanding of disclosure and apology principles, including applicable legal and ethical considerationsStrong leadership, interpersonal, and communication skills, with the ability to engage with a variety of stakeholders, including patients, families, clinicians, legal teams, and senior leadershipKnowledge of healthcare systems and/or risk management practices, particularly in the context of adverse events or clinical errorsAbility to analyze complex issues, develop actionable strategies, and drive continuous improvementPreferred QualificationsEducation: Master's degree in healthcare administration, law, risk management, or a related fieldExperience in managing or overseeing disclosure and apology programs in a healthcare or legal environmentCertification in Healthcare Risk Management (CPHRM) or related certificationFamiliarity with conflict resolution techniques and emotional intelligenceEmpathy and Compassion: Able to lead with understanding and care, particularly in emotionally charged situationsIntegrity: Demonstrates ethical leadership, especially in navigating sensitive, high-risk situationsProblem-Solving: Ability to think critically and strategically while remaining focused on resolving issues effectivelyAdaptability: Comfortable working in a dynamic environment and adapting to evolving regulations or program needsEmory Healthcare Philosophy: We believe that open, transparent communication is essential to building trust and maintaining the integrity of our organization.As the Disclosure and Apology Program Manager, you will have the opportunity to make a meaningful impact on patient safety, organizational culture, and overall risk management. We offer a supportive work environment where you will collaborate with dedicated professionals committed to making a positive difference. JOIN OUR TEAM TODAY! Emory Healthcare (EHC), part of Emory University (EUV), is the most comprehensive academic health system in Georgia and the first and only in Georgia with a Magnet® designated ambulatory practice. We are made up of 11 hospitals-4 Magnet® designated, the Emory Clinic, and more than 425 provider locations. The Emory Healthcare Network, established in 2011, is the largest clinically integrated network in Georgia, with more than 3,450 physicians concentrating in 70 different subspecialties.Additional DetailsQualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, protected veteran status or other characteristics protected by state or federal law. ACCOMMODATIONS: EHC will provide reasonable accommodation to qualified individuals with disabilities upon request. To request this document in an alternate format or to request a reasonable accommodation, please contact the Office of Leave and Accommodations. PHYSICAL REQUIREMENTS: (Medium-Heavy) 36-75 lbs., 0-33% of the work day (occasionally); 20-35 lbs., 34-66% of the workday; (frequently); 10-20 lbs., 67-100% of the workday (constantly); Lifting 75 lbs. max; Carrying of objects up to 35 lbs.; Occasional to frequent standing & walking; Occasional sitting; Close eye work (computers, typing, reading, writing); Physical demands may vary depending on assigned work area and work tasks.ENVIRONMENTAL FACTORS: Factors affecting environmental conditions may vary depending on the assigned work area and tasks. Environmental exposures include, but are not limited to: Blood-borne pathogen exposure; Bio-hazardous waste Chemicals/gases/fumes/vapors; Communicable diseases; Electrical shock; Floor Surfaces; Hot/Cold Temperatures; Indoor/Outdoor conditions; Latex; Lighting; Patient care/handling injuries; Radiation; Shift work; Travel may be required; Use of personal protective equipment, including respirators; environmental conditions may vary depending on assigned work area and work tasks.