Complaints Manager Ombudsman Office 60%

Your field of action ### • As the first neutral point of contact for patients, their families and relatives, you take feedback, concerns and complaints in confidence • With empathy, professionalism and discretion, you conduct demanding conversations, obtain statements and accompany a fair, solution-oriented clarification • You identify risks with regard to patient safety at an early stage, support their reduction and make an important contribution to avoiding legal disputes as far as possible • In close cooperation with internal stakeholders, you feed insights from complaints into projects and measures related to patient safety Your experience ### • An academic background or comparable training forms the basis; your profile is complemented by experience in complaint management, mediation, coaching or a related environment • Empathy, communicative strength and professional interaction with people in stressful situations are among your great strengths • Analytical and networked thinking help you to quickly grasp hospital-internal processes and effectively promote concerns with sensitivity, clarity and little formal authority • Independence, sense of responsibility and political skill characterize you; furthermore, you formulate statements in a style-safe, precise and recipient-oriented manner Your perspectives ### • You can look forward to a meaningful task at a central interface between patients, their families and relatives, and the Lucerne Cantonal Hospital • You can expect an environment that actively lives quality, patient safety and interdisciplinary collaboration • The function offers you a versatile field of activity in a demanding and dynamic healthcare environment