The Medical Department is recruiting: A PATIENT MEDIATION MEDIATOR (M/F/X) Permanent contract – Full-time (38 hours/week) Start date as soon as possible YOUR MISSION To take charge of mediation in the event of disputes between patients/residents and the institution in order to increase the satisfaction of patients/residents and their families as well as maintain and improve the quality of services. WHAT DOES THE JOB CONSIST OF? To receive complaints from patients and/or their families regarding the quality of services provided and to act as a mediator in conflicts between patients and the institution; Handle complaints by gathering all relevant information, taking into account the sensitivity of the situation, respecting neutrality and impartiality between the different parties in order to reach an equitable solution; To guarantee the strictest respect for professional secrecy when taking note of complaints and/or certain confidential (medical) data related to the care of the persons concerned; Ffollowing a complaint, analyze the institution's malfunctions, describe the complaint to the institution's management, and transmit the information to the relevant departments; Prepare the annual report containing an overview of complaints and forward it to internal managers and external committees; Kkeeping up to date with changes in the law and regulations (e.g., the Hospitals Act); Pparticipate in multidisciplinary projects or working groups and, on this occasion, contribute to addressing patient expectations. &tbsp;WHAT IF WE TALKED ABOUT YOU? Your course of study: You have a bachelor's or master's degree with a social or legal focus. You hold a certificate in general mediation You are proficient in the law on Patients' Rights, the law on hospital mediation, and the law on Hospitals. Your skills: You demonstrate discretion in the performance of your duties; You have good analytical skills You communicate easily both in writing and orally; You have good interpersonal skills and can manage stress and emotions well; You demonstrate rigor and are capable of working both in a team and independently. autonomous. Kknowledge of the hospital environment is an asset; &tbsp;ABOUT THE CHARLEROI GREATER HOSPITAL The Charleroi General Hospital comprises several hospital sites, medical centers, initiatives, and various support services. The Group employs over 4,500 people across all specialties and professions. Due to its size, it is the second largest employer in Charleroi. The Grand Hôpital de Charleroi offers cutting-edge care, combining modernity and innovation, across numerous medical fields. It also champions the concept of positive health, a fundamental concept that encompasses all aspects of a patient's life, extending beyond the purely medical dimension to include their physical and mental well-being, social environment, quality of life, and daily functioning. Its advanced hospital activities and the expertise of its specialists make it a comprehensive hospital. It provides optimal, high-quality care for a wide range of illnesses and injuries. Convinced? Want to join us? To submit your application, including a resume and cover letter, visit our website www.ghdc.be/jobs. For internal applications, go to Planiweb and click "Apply internally." Working at GHdC has many advantages! Discover them here.