Job Description

Roles & Responsibilities

The Lebanese Hospital Geitaoui-UMC in Beirut has an opening for the position of Quality and Patient Affairs Officer.

Basic Functions

Promote and ensure patient satisfaction relative to the hospital's services

Participate to quality audits in the hospital, and in ensuring processes abide by policies and procedures

Participate 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 complaints

Receive, analyze, manage and document all complaints and suggestions received at the department, in collaboration with concerned departments, and according to the hospital procedures

Monitor outpatient and inpatient satisfaction surveys on a daily basis, perform follow up calls to investigate patient feedback, and analyze the results on a regular basis

Participate in the development of policies and projects for the improvement of patient experience in the hospital

Verify 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 requests

Assist the Quality Manager and the Quality Department in all organizational issues and operational projects

Hierarchy: the role reports to the Quality and Development Manager, as part of the Quality and Development Department team

Minimum Requirements

Knowledge 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 preferred

Strong command of Arabic, French and English

Strong Communication and Listening Skills

Proficient use of Microsoft Office Applications, and other software needed by the job.

Quality and Patient Affairs Officer Hopital Libanais Geitaoui CHU

Quality and Patient Affairs Officer
Hopital Libanais Geitaoui CHU