About the Position: The employee is a Call Center Agent located in the Naval Health Care New England Patient Appointment Call Center in Newport, Rhode Island (the "Call Center"). The purpose of the position is customer relations services, which includes, but is not limited to, receiving contacts from Patients, making contacts to patients, booking appointments or assisting customers with other inquiries relating to Naval Health Care New England, appointing, TRICARE benefits, or other matters.

Duties

Verify patient demographic data in the Composite Health Care System (CHCS) on each patient contact. Register patients who are not already registered in Composite Health Care System (CHCS) and/or update patient registration information as necessary. Verify eligibility of all patients by generating a Defense Enrollment Eligibility Reporting System (DEERS) check before an appointment is scheduled. Schedule appointments using appropriate appointment types. Utilize computer programs such as Microsoft Windows, Outlook, and Internet Explorer. Responsible for independently dealing with each caller. Use sound judgment in applying most appropriate appointing criteria and business rules in booking patient appointments. Determine what appointment type best meets the patient's needs and schedule the patient accordingly.

Requirements

• Appointment may be subject to a suitability or fitness determination, as determined by a completed background investigation.
• This 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.
• This position MAY require one to provide coverage on evenings, weekends, holidays, or special situations.
• This position has a mandatory seasonal influenza vaccination requirement and is subject to annual vaccination.
• 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-Department of Defense (DoD) TransferOffice of Personnel Management (OPM) Interchange Agreement EligiblePriority 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: One year of specialized experience which includes scheduling medical appointments for patients; operating computer systems to provide patient appointment services; relaying medical information to patients; AND Interpreting commonly used medical terminology. This definition of specialized experience is typical of work performed at the next lower grade/level position in the federal service (GS-04). OR Education: Completed four years of education above high school level. (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) by 18. Add the two percentages. You will be evaluated on the basis of your level of competency in the following areas: Applies Technology to TasksCustomer Service (Clerical/Technical)Manages and Organizes InformationSpeaking 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).

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-DD83DQ DHA STAND-ALONE MKT DO NOT MAIL Various Locations, RI 00000 US
• Name: Army Applicant Help Desk