The Patient Affairs Office has an opening for the position of Patient Advocate in grade 12 . Since this provides an opportunity for PROMOTION from within, kindly circulate this information and/or post it in your area of jurisdiction so that those interested and having the minimum qualifications may apply.

Responsible for handling patients and families’ complaints, resolving them efficiently and passing the outcomes to the concerned department for later improvement.
Assist in planning and managing projects related to patient experience.
Support the mission and vision of the American University of Beirut Medical Center and of the department.

• Bachelor's Degree in a Healthcare Related Field. Master's Degree is preferred.
• 3-5 years experience in a hospital setting.
• Strong command of Arabic and English (IET score >/=500). French is an asset.
• Proficient in use of Microsoft Application, including Word, Excel, PowerPoint and Outlook.

Interested applicants are invited to register/login and complete the online application and apply to the vacancy prior to August 06 2024 on the following link: http://www1.aubmc.org.lb/hremp/

For Internal Applicants: In addition to the updated C.V., a letter of intent should be addressed to the Human Resources Department with a copy to the concerned Supervisor(s).

Within the framework of Lebanese Law, the American University of Beirut is an equal opportunity employer.

Responsible for handling patients and families’ complaints, resolving them efficiently and passing the outcomes to the concerned department for later improvement.
Assist in planning and managing projects related to patient experience.
Support the mission and vision of the American University of Beirut Medical Center and of the department.

Patient Support Responsibilities:

• Monitor the services delivered to the patients through performing daily rounds and through seeking the comments of the patients in a proactive manner.
• Develop rapport with patient/family to collect detailed patient feedback on the services offered. Serve as formal grievance mechanism for patient/family. Receive grievance/complaint from patient/family.
• Analyze the complaint with concerned department/unit. Inform Deputy Director of Patient Affairs if a legal responsibility or negative patient outcome is encountered.
• Coordinate findings with direct manager to improve patient experience and report.
• Refer to direct manager on legal responsibilities, unresolved complaints, malpractice complaints, abuse/harassment complaints, confidentiality issues, attempts to call media, etc.
• Conduct multidiciplinary meetings for complex cases to ensure proper communication. Solicit feedback from physicians, nurses, and other health care providers on service improvement.

Administrative Responsibilities:

• Ensure all complaints received are documented on E-forms and submit periodic progress reports to track outcomes.
• Reward "high performance teams" who showed improvement on Patient Satisfaction based on departmental plan
• Generate Patient Experience Key Performance Indicators based on departmental plan.
• Perform other related duties as requested by direct manager

Client Focus, Achievement Orientation, Organizational Awareness, Initiative, Communication Skills, Safety and Health Management, Problem Solving, Resource Management, Planning and Organizing, Information and Records Administration, Professionalism, Quality Management, Applied Technology, Team Skills, Computer Skills, English Comprehension.

Knowledge:
Corporate knowledge of healthcare services
Knowledge of medical terminology

Education:
Minimum Education: Bachelor's Degree in healthcare related field
Preferred Education: Master's Degree

Experience:
Minimum experience: 3-5 years experience in a hospital setting

Languages:
Minimum Languages: Arabic and English (IET score >/=500)
Preferred Languages: French is an asset

Computer Skills:
Proficient in use of Microsoft Application, including Word, Excel, PowerPoint and Outlook

Failure to execute the job properly will affect the patients' satisfaction and definitely the hospital image.

Use logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to essentials tasks and problems.

Reporting Channel:
1st Level: Deputy Director of Patient Affairs
2nd Level: Quality, Accreditation, and Risk Management Director

Supervisory Channel:
None

Physical Effort:

Little or no Physical Effort

Work Schedule:

Regular weekdys and On-call

Working Conditions:

Clean and pleasent/ Normally work is conducted in usual office settings