Program Manager, Disclosure & Apology

Overview

Be inspired.  Be rewarded. Belong. At Emory Healthcare. 

At 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, GA

Description

• The 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 values
  • Lead the design of training programs for staff on how to appropriately disclose errors, offer apologies, and handle sensitive situations with patients or clients
  • Establish clear procedures for timely and effective communication regarding adverse events, including internal and external reporting
  • Monitor and evaluate the program's effectiveness, making recommendations for improvements based on feedback, incident data, and industry trends
• Compliance and Risk Management:
  • Ensure all disclosures and apologies are consistent with legal, regulatory, and ethical requirements, minimizing legal risks to the organization
  • Collaborate with legal counsel, risk management, and insurance teams to assess and mitigate potential liabilities associated with disclosures and apologies
  • Work closely with clinical, legal, and administrative departments to ensure the program is seamlessly integrated into daily operations
• Stakeholder Communication:
  • Serve as the primary point of contact for managing disclosures to patients, families, clients, or external parties
  • Lead sensitive conversations and deliver apologies in a compassionate, transparent, and appropriate manner, while maintaining a focus on patient safety and organizational accountability
  • Ensure that stakeholders receive ongoing updates throughout the resolution process and that all actions taken are documented appropriately
• Continuous 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 improvement
  • Prepare 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 events
  • Educate and provide ongoing support to staff involved in the program, including offering guidance on how to handle emotional or complex situations with stakeholders

MINIMUM REQUIRED QUALIFICATIONS:

• Bachelor's degree in healthcare administration, law, risk management, or a related field
• Minimum 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 program
• Proven track record of successfully managing sensitive communications, particularly in high-stakes or crisis situations
• Knowledge, Skills & Abilities:
  • In-depth understanding of disclosure and apology principles, including applicable legal and ethical considerations
  • Str