The subject position is located in the Kayenta Service Unit (KSU), Division of Quality Management Services in Kayenta, Arizona. The purpose for this position is to serve as the patient advocate, covering inpatient, ambulatory care, and emergency areas, and is responsible for the patient grievance system, providing interpretation liaison activities.

Duties

Develops, administers and evaluates the Service Unit Patient Grievance System. Fields specific concerns, complaints, suggestions, and comments from both patients and staff. Reviews the patient medical record as part of investigating the quantity and quality of services being provided. Prepares reports and surveys as appropriate to meet requirements outlined in Service Unit regulations or as requested by the Quality Management Specialist, Executive Committee and/or Governing Body. Updates and maintains Patient Rights brochure to remain current with regulatory standards. Interviews complainants and refers properly documented complaints to the appropriate department supervisor or program administrator. Conducts random patient interviews/audits/chart reviews to determine satisfaction with treatment and to gather feedback on ideas for improvement in hospital services. Develops and conducts education and in-service training for the staff on values clarification, customer care, courtesy and internal promotion of cultural aspects. Establishes networking, advocacy, and collaboration processes through which to market the KSU community. Maintains liaison network to ensure that a variety of hospital information and clinical support services are linked with those community groups and general public who have need of information and are likely to seek out and better utilize hospital services.

Requirements

Qualifications

To qualify for this position, your resume must state sufficient experience and/or education, to perform the duties of the specific position for which you are applying. 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; social). You will receive credit for all qualifying experience, including volunteer and part time experience. You must clearly identify the duties and responsibilities in each position held and the total number of hours per week. MINIMUM QUALIFICATIONS: GS-08: One (1) year of specialized experience equivalent to at least the GS-07 grade level in the Federal Service. Specialized experience: Positions in this series range widely in type and include support duties to medical or health personnel such as audiologist, speech pathologists, medical officers and optometrist. Therefore, technician experience is experience that required application of the knowledge, methods, and techniques of the position to be filled. GS-08 Specialized Experience: Working with a patient grievance system; handling complaints and developing resolution; experience translating Navajo to English and vice versa including basic medical terminology; experience tasking and monitoring data; experience in recognizing and dealing with disputes (conflict management). SELECTIVE PLACEMENT FACTOR: Must have the ability to communicate fluently in the Navajo language. NOTE: Graduate education or an internship meets the specialized experience required above the GS-5 only in those instances where it is directly related to the work of the position. Time In Grade Federal employees in the competitive service are also subject to the Time-In-Grade Requirements: Merit Promotion (status) candidates must have completed one year of service at the next lower grade level. Time-In-Grade provisions do not apply under the Excepted Service Examining Plan (ESEP). You must meet all qualification requirements within 30 days of the closing date of the announcement.

Education

This position has an education requirement. You are strongly encouraged to submit a copy of your transcripts or a list of your courses including titles, credit hours completed, and grades. Unofficial transcripts will be accepted in the application package. Official transcripts will be required from all selectees prior to receiving an official offer.

Only attendance and/or degrees from schools accredited by accrediting institutions recognized by the U.S. Department of Education may be credited. Applicants can verify accreditation at the following website: https://www.ed.gov/accreditation.

If you are using foreign education to meet qualification requirements, you must send a Certificate of Foreign Equivalency with your transcript in order to receive credit for that education. For further information, visit http://www.ed.gov/about/offices/list/ous/international/usnei/us/edlite-visitus-forrecog.html.

Contacts

• Address Kayenta Service Unit PO Box 368 Kayenta, AZ 86033 US
• Name: Rhiannon Bailey
• Phone: 9286974342
• Email: [email protected]