About the Position: This position is located at the Army Medical Center Darnall, Director of Resource Management, Clinical Support and Operations. Hours of operation are 7:30am to 4:30pm with no weekends or holidays.

Duties

Receive and respond to concerns and grievances from patients or from individuals on behalf of patients. Provide input and perform maintenance of files and records pertaining to patient satisfaction Trains Patient Experience Champions (PECs). Trains staff on the use of Joint Outpatient Experience Survey (JOES) program and dashboard and the Interactive Customer Evaluation (ICE) Surveys. Respond to staff assistant inquiries from Region, MEDCOM, OTSG, the IG and Congressional offices, when appropriate, on matters involving patient dissatisfaction or concern. Understand mission, policies, procedures and available resources/services to the patients and presents patient's problems, opinions and needs to appropriate staff and management. Interview patients, their families/representatives, and facility staff members in recognizing institutional barriers to the provision of optimum health care and access to patients. Act on behalf of the Commander to resolve problems, expedite services, or implement necessary corrective measures within and obtains factual information relative to various complaints including allegation of improper medical care, etc.

Requirements

• Appointment may be subject to a suitability or fitness determination, as determined by a completed background investigation.
• This position is subject to screening and update of required immunizations unless exempted for medical or administrative reasons.

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. 30 Percent or More Disabled VeteransCurrent Civilian Employees of the Defense Health Agency (DHA)Current Permanent Department of Defense (DoD) Civilian EmployeeDomestic Defense Industrial Base/Major Range and Test Facilities Base Civilian Personnel WorkforceInteragency Career Transition Assistance PlanLand Management Workforce Flexibility ActMilitary Spouses, under Executive Order (E.O.) 13473Non-Appropriated Fund Instrumentality (NAFI)Non-Department of Defense (DoD) TransferOffice of Personnel Management (OPM) Interchange Agreement EligiblePeople with Disabilities, Schedule APriority Placement Program, DoD Military Spouse Preference (MSP) EligibleReinstatementVeterans Employment Opportunity Act (VEOA) of 1998 In order to qualify, you must meet the education and/or 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 GS-09: One year of specialized experience which includes responding to customer inquiries and/or complaints; recommending appropriate courses of action to provide customers; and assisting public relations for customers to increase awareness of the organization. This definition of experience is typical of work performed at the second lower grade/level position in the federal service (GS-07). OR Education: Master's or equivalent graduate degree or 2 full years of progressively higher level graduate education leading to such a degree in a field which demonstrates the knowledge, skills, and abilities necessary to perform the work of the position, such as Hospital administration, Healthcare Administration, Healthcare Management, or Public Health (Note: You must attach a copy of your transcripts.) OR Combination of Education and Experience: A combination of education and experience may be used to qualify for this position as long as the computed percentage of the requirements is at least 100%. To compute the percentage of the requirements, divide your total months of experience by 12. Then divide the total number of completed graduate semester hours (or equivalent) beyond the second year (total graduate semester hours minus 36) by 18. Add the two percentages. (Note: You must attach a copy of your transcripts.) You will be evaluated on the basis of your level of competency in the following areas: Computer SkillsCustomer ServiceOrganizational AwarenessProblem Solving 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-07).

Education

FOREIGN EDUCATION: If you are using education completed in foreign colleges or universities to meet the qualification requirements, you must show the education credentials have been evaluated by a private organization that specializes in interpretation of foreign education programs and such education has been deemed equivalent to that gained in an accredited U.S. education program; or full credit has been given for the courses at a U.S. accredited college or university. For further information, visit: http://www.ed.gov/about/offices/list/ous/international/usnei/us/edlite-visitus-forrecog.html.

Contacts

• Address JT-DHA-DD83DC DHA CENTRAL TEXAS MKT-DARNALL AMC DO NOT USE Fort Cavazos, TX 76544 US
• Name: Army Applicant Help Desk