Serve as a communication channel between users and health services. Its importance in care lies in its ability to ensure effective communication between patients and services, facilitating conflict resolution and contributing to the continuous improvement of care quality **Responsibilities and duties** * Evaluate received requests to identify trends, recurring problems, and improvement opportunities to enable enhancements to offered services and optimize internal processes; * Prepare periodic reports with analyses of requests and improvement recommendations for unit management, thereby providing decision-making support for strategic management; * Facilitate conflict resolution between users and the health team, seeking mutually satisfactory solutions and improving the relationship between users and professionals, ensuring a harmonious environment; * Provide clear information through in-person, telephone, or informational materials to ensure users access services correctly and efficiently; * Communicate with involved departments, monitor referrals, and demand timely solutions to ensure users receive prompt and effective responses; * Conduct surveys, tabulate, and track user satisfaction indices to identify areas for improvement and enhance the user experience; * Receive and record user complaints, suggestions, compliments, and reports to ensure transparency, give users a voice, and enable service improvements; * Prioritize welcoming, empathetic, and respectful service to provide users with a more satisfying and humanized experience; * Perform other activities relevant to the role, as required or at the discretion of the immediate supervisor, to ensure flexibility and address emerging organizational needs. **Requirements and qualifications** * Completed undergraduate degree in Social Work, Psychology, or Administration; * Postgraduate studies in Conflict Mediation preferred; * Intermediate knowledge of computer skills, Office suite and email, and familiarity with regulations and legislation applicable to ombudsman offices, including legal and regulatory aspects governing ombudsman activities in the specific sector (public or private), is desirable. The **SPDM** – Paulista Association for the Development of Medicine – is a non-profit civil association of philanthropic nature, recognized as being of federal, state, and municipal public utility in its headquarters city, respectively by Decrees No. 57,925 dated 03/04/1966, 40,103 dated 05/17/1962, and 8,911 dated 07/30/1970. The Association’s primary guideline is its integration into the health system, focusing on disease treatment, prevention, and promotion of primary, secondary, and tertiary health, strengthening ties with the local community and reaffirming its social commitment to serve everyone without discrimination. With institutional growth, the **SPDM** has been expanding its scope of operations through ongoing projects in Social Assistance and Education. This wide range of activities increasingly consolidates the **SPDM** as a large-scale philanthropic institution pursuing economic, social, and environmental sustainability. Thus, SPDM effectively contributes to the continuous improvement of services provided by Brazil’s Unified Health System (SUS), aiming primarily to guarantee universality and equitable access to health services—essential for citizens’ human and social development. Our commitment is to promote an inclusive culture embracing diversity, empowering our employees to contribute their best. All qualified candidates will be considered for positions without distinction based on ethnicity, religion, sexual orientation, gender identity and/or expression, age, race, nationality, or disability. SPDM is an equal opportunity employer for all individuals meeting minimum requirements. We value idea sharing, fostering a teamwork culture, respect for diversity, and inclusion. **MISSION** To deliver health care with excellence, free from prejudice, distinction, or classification of citizens. **VISION** To be recognized as Brazil’s largest and most competent philanthropic health organization. **VALUES** * Training and development * Social commitment * Reliability * Entrepreneurship * Equity * Ethics * Humanization * Quality * Ecological, economic, and social sustainability * Tradition * Transparency **The Hospital** Inaugurated in 2008, the Barueri Municipal Hospital – Dr. Francisco Moran – is the region’s most modern hospital, equipped with high-tech instruments and serving as a reference center for internal medicine and highly complex surgical cases, including: Anesthesiology (pre-operative), Adult Cardiology, Oral and Maxillofacial Surgery, Head and Neck Surgery, Cardiac Surgery, General Surgery, Orthopedic Surgery, Pediatric Surgery, Reconstructive Plastic Surgery, Thoracic Surgery, Vascular Surgery, Gynecological Surgery, Obstetrics (High-Risk Prenatal Care), Dermatology, Adult and Pediatric Endocrinology, Adult and Pediatric Nephrology, Neonatology (Premature Infant Outpatient Clinic), Ophthalmology, Adult and Pediatric Pulmonology, Proctology, Clinical Oncology, Orthopedics and Traumatology, Psychiatry, and Physical Medicine and Rehabilitation. The Barueri Municipal Hospital “Dr. Francisco Moran” has been managed by the Paulista Association for the Development of Medicine (SPDM) since July 2017, under a management contract with the Municipality of Barueri’s City Hall. Since assuming management, SPDM has pursued excellence in public health services. Social responsibility initiatives and commitment to the principles of Brazil’s Unified Health System (SUS) have consistently underpinned its guidelines.