Quality and Patient Affairs Officer

The Lebanese Hospital Geitaoui-UMC in Beirut has an opening for the position of Quality and Patient Affairs Officer.Basic FunctionsPromote and ensure patient satisfaction relative to the hospital's servicesParticipate to quality audits in the hospital, and in ensuring processes abide by policies and proceduresParticipate to the elaboration of reports and documentation related by the quality management process Handle proactively patient complaints and suggestions through satisfaction rounding and analysis of received complaintsReceive, analyze, manage and document all complaints and suggestions received at the department, in collaboration with concerned departments, and according to the hospital proceduresMonitor outpatient and inpatient satisfaction surveys on a daily basis, perform follow up calls to investigate patient feedback, and analyze the results on a regular basisParticipate in the development of policies and projects for the improvement of patient experience in the hospitalVerify and ensure conformity of hospital documentation to the Quality Management System's procedure and to ISO 9001:2015, MOPH Hospital Accreditation standards and Joint Commission International, and handle the process of documentation management and review in collaboration with the Quality Manager and concerned departments.Use the Documentation Management System to upload, update and revise documents, as well as follow up on documentation update requestsAssist the Quality Manager and the Quality Department in all organizational issues and operational projectsHierarchy: the role reports to the Quality and Development Manager, as part of the Quality and Development Department teamMinimum RequirementsKnowledge of principles and practices in the healthcare field with emphasis on client satisfaction and complaints management.Prior experience in Complaint Management/Customer Satisfaction is a must.Master's Degree in Quality Management, and prior experience in healthcare/hospital context are strongly preferred.Clinical background and practice is preferredStrong command of Arabic, French and EnglishStrong Communication and Listening Skills Proficient use of Microsoft Office Applications, and other software needed by the job.