About the Position: The person in this position will serve as the Chief, Patient Relations, at a large Medical Treatment Facility (MTF), and will be the principle staff advisor to the Command leadership for customer service/patient relations.

Duties

Serve as an advocate on behalf of the patient or groups of patients, to consistently anticipate, meet, and exceed patients/customers’ expectations for administrative and clinical services. Oversee Patient Advocates by providing assistance to patients/family members who have problems, concerns, or complaints. Supervise the Customer Service Program Advocates in fulfilling responsibility for the planning, directing, and management of a viable department/clinic/unit-based Customer Service Program for patients and family members. Oversee performance of monthly and ad hoc analysis of data reporting results to command leadership. Develop and/or implement administrative policies and procedures that provide cost effective, accessible, and quality patient encounter services. Initiate formal actions to fill vacancies, interview candidates, and make selections. Make formal recommendations for promotions, assignments, and recognition of outstanding performance. Give advice, counsel, and/or instruction to employees on both work and administrative matters. Perform budget administration functions in the execution of the annual budget. Build teams while establishing credibility across myriad clinical disciplines. Execute the fundamentals of quality patient care to ensure optimum efficiency, effectiveness, and timeliness. Responsible for developing detailed plans, goals, and objectives, and applying in-depth analysis of interrelated elements of effectiveness and efficiency within the Patient Relations and Culture of Excellence Programs. Direct mission-essential programs, directly related to the MTF’s mission. Serve as a key liaison to civilian and military leadership within the DoD.

Requirements

• Appointment may be subject to a suitability or fitness determination, as determined by a completed background investigation.
• A one year probation to assess your ability to perform supervisory duties is required unless previously completed.

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) 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 which includes providing leadership to support organizational goals; providing guidance and administrative support to an organization; utilizing a variety of clinical and/or health care delivery systems; and providing guidance and/or training to staff members in a manner that supports organizational goals. This definition of specialized experience is typical of work performed at the next lower grade/level position in the federal service (GS-12). You will be evaluated on the basis of your level of competency in the following areas: Administration and ManagementContracting/ProcurementCustomer Service (Clerical/Technical)LeadershipPlanning and EvaluatingTeaching Others 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-12).

Education

Some federal jobs allow you to substitute your education for the required experience in order to qualify. For this job, you must meet the qualification requirement using experience alone--no substitution of education for experience is permitted.

Contacts

• Address JT-DHA-DDAAFG DHA NCR MKT-FT BELVOIR COMM HOS DO NOT MAIL Fort Belvoir, VA 22060 US
• Name: Army Applicant Help Desk