About the Position: This position is with the Department of Health Agency, Naval Hospital, Patient Relations Division, Camp Pendelton, California.

Duties

Analyzes systems policies and procedures to determine weaknesses and inefficiencies. Coordinates with leadership to resolve system defects in delivery of services, procedures, and policies or environment of care. Conduct detailed investigations to identify opportunities for process improvement and staff training needs. Identifies patient problems, recommends strategies for resolution, and initiates corrective action where possible. Serves as an advocate for patients throughout the facility, receiving and listening to complaints and grievances from patients or from individuals on behalf of patients. Serves as primary clinic representative for customer service issues, conducts patient satisfaction surveys; and identifies, analyzes, and evaluates trends that reflect patient perception of services. Promote and improve patient satisfaction with services rendered by all activities.

Requirements

• Appointment may be subject to a suitability or fitness determination, as determined by a completed background investigation.
• Position requires the incumbent be able to obtain and maintain a determination of eligibility for a Secret security clearance or access for the duration of employment.
• Appointment to this position is subject to a one-year probationary period unless the appointee has previously met the requirements as described in 5 CFR Part 315.
• Position has a mandatory seasonal influenza vaccination requirement and is subject to annual vaccination.

Qualifications

Who May Apply: Only applicants who meet one of the employment authority categories below are eligible to apply for this job. You will be asked to identify which category or categories you meet, and to provide documents which prove you meet the category or categories you selected. Current Civilian Employees of the Defense Health Agency (DHA)Interagency Career Transition Assistance PlanLand Management Workforce Flexibility ActMilitary Spouses, under Executive Order (E.O.) 13473Priority Placement Program, DoD Military Spouse Preference (MSP) EligibleVeterans Employment Opportunity Act (VEOA) of 1998 In order to qualify, you must meet the experience requirements described below. Experience refers to paid and unpaid experience, including volunteer work done through National Service programs (e.g., Peace Corps, AmeriCorps) and other organizations (e.g., professional; philanthropic; religious; spiritual; community; student; social). You will receive credit for all qualifying experience, including volunteer experience. Your resume must clearly describe your relevant experience; if qualifying based on education, your transcripts will be required as part of your application. Additional information about transcripts is in this document. Specialized Experience: One year of specialized experience equivalent to the GS-04 grade level in the Federal Service which includes assisting staff, patients, visitors and other customers with health care related concerns, suggestions, questions, and/or problems throughout the medical treatment facility; utilize computer software to compose pamphlets, brochures, or other information packets, receive incoming telephone calls; brief management on patient relations, complaints for situational awareness and educate and train staff on patient relations programs. You will be evaluated on the basis of your level of competency in the following areas: Customer Service (Clerical/Technical)Manages and Organizes InformationOrganizational Awareness Time in Grade Requirement: Applicants who have held a General Schedule (GS) position within the last 52 weeks must have 52 weeks of Federal service at the next lower grade or equivalent (GS-04).

Contacts

• Address JT-DHA-DD83DV DHA SAN DIEGO MKT-CAMP PENDLETON DO NOT USE Camp Pendleton, CA 92055 US
• Name: Army Applicant Help Desk