The mission of the Branch of Medical & Pharmaceutical Operations is to provide medical and pharmaceutical consultative services to the benefit programs and to oversee appropriate implementation and management of OWCP's medical and pharmacy bill processing operations. This position is inside the bargaining unit.

Duties

Major Duties: -Design, implement, and manage DAO's CX program to improve the internal and external CX of DAO services provided by federal staff and contract services vital to the mission of OWCP. -Design and conduct surveys, usability test sessions, secondary research, observational studies, and interactive sessions (e.g., interviews, focus groups, workshops, town hall meetings, outreach engagements, etc.), and provides root-cause analysis of customer experience issues, performance, and/or customer concerns. -Review, evaluate, distill, and synthesize data to uncover issues, identify trends, and provides recommendations to drive organizational strategy and improvement. -Serve as lead for the Division's CX initiatives with responsibility for building and maintaining an understanding of who DAO customers are, the objectives to be met, the value the public seeks from DAO services and designs and implements plans to accomplish objectives. -Identify CX needs and objectives for provision of Division services, make recommendations on solutions that may include policy changes, implement solutions through federal and contract staff.

Requirements

• Must be a U.S. Citizen.
• Must be at least 16 years old.
• Requires a probationary period if the requirement has not been met.
• Candidate required to obtain the necessary security/investigation level.

Qualifications

The selectee will report to an assigned DOL office location on a regular basis and be eligible for telework as determined by agency policy. This is not a remote position. Offices are located in Boston, MA, Chicago, IL, Cleveland, OH, Dallas, TX, Houston, TX, Kansas City, MO, Lakewood, CO, Long Beach, CA, New Orleans, LA, New York, NY, Norfolk, VA, Philadelphia, PA, San Francisco, CA, Seattle, WA, or Washington, D.C. Advertised salary reflects the pay range for the above locations. Upon selection, the salary will be set in accordance with the selectee's assigned duty location. IN DESCRIBING YOUR EXPERIENCE PLEASE BE CLEAR AND SPECIFIC, PLEASE USE THIS FORMAT MM/DD/YYYY WHEN DATING YOUR EXPERIENCE. WE WILL NOT MAKE ASSUMPTIONS REGARDING YOUR SPECIALIZED EXPERIENCE, DATES OF EMPLOYMENT OR SALARY. Applicants must have 52 weeks of specialized experience equivalent to at least the next lower grade level, GS-13 in the Federal Service. Qualifying specialized experience for GS-14 includes: -Experience in conducting customer experience (CX) research and analysis studies and reporting or presenting results. AND -Experience with project planning, estimating resource requirements, monitoring activities, identifying actual or potential problems, and evaluating outcomes. AND -Experience in evaluating studies and projects and drafting reports with recommendations for process improvement. AND -Experience with customer research methods and software used to design surveys, to process survey results, and to support analysis and reporting of results.

Education

Any applicant falsely claiming an academic degree from an accredited school will be subject to actions ranging from disqualification from federal employment to removal from federal service.

If your education was completed at a foreign college or university, you must show comparability to education received in accredited educational institutions in the United States and comparability to applicable minimum coursework requirements for this position. Click Evaluation of Foreign Education for more information.

Contacts

• Address Office of Workers Compensation Programs 200 Constitution Avenue NW Washington, DC 20210 US
• Name: Kevin Heldeffer
• Phone: 215-446-3722
• Email: [email protected]