About the Position: This Position is located at the Army Medical Center Madigan, Quality Management Tacoma, Washington. The Incumbent will apply standard communication methods and techniques in conveying information, orally and in writing, and gathering, analyzing and presenting information for use by others. Recruitment or Relocation Incentives MAY be authorized for highly qualified candidates. Advance In-Hire May be Authorized.

Duties

The selectee will serve as the Patient Advocate and Customer Service Advocate and official point of contact for all issues pertaining to patient’s rights and advocacy. Work with health care providers and administrative support staff to resolve and minimize customer complaints and to enhance the patient experience. Conduct surveys of ongoing inpatient and outpatient medical care provided. Provide general guidance in conduct of patient/staff relationships. Analyze trends and reports to lead/supervisor as needed for further action. Coordinate customer service improvements and conduct briefings/orientations for various patients, staff, and community groups. Utilize computer software to prepare documents, memorandums, information packets and /or graphic representations of the office.

Requirements

• Appointment may be subject to a suitability or fitness determination, as determined by a completed background investigation. (NACI) (Tier 1).
• Appointment to this position is subject to a one-year probationary period unless the appointee has previously met the requirements as described in 5 CFR Part 315.
• Required to be screened for applicable immunizations.
• This position has been designated “Mission Essential” the incumbent may be required to report to work or remain at work as scheduled to support mission operations.
• This Position required to work both planned and unscheduled overtime.

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. Current 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 WorkforceExecutive Order (E.O.) 12721Interagency Career Transition Assistance PlanLand Management Workforce Flexibility ActMilitary Spouses, under Executive Order (E.O.) 13473Priority Placement Program, DoD Military Reserve (MR) and National Guard (NG) Technician EligiblePriority Placement Program, DoD Military Spouse Preference (MSP) EligiblePriority Placement Program, DoD MR and NG Preference Eligible Tech Receiving Disability RetirementPriority Placement Program, DoD Retained Grade Preference EligibleReinstatementVeterans Employment Opportunity Act (VEOA) of 1998Veterans Recruitment Appointment (VRA) In order to qualify, you must meet the Education/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 performing administrative or program work providing services such as screening and reviewing patients' needs for potential program eligibility; and/or assisting in finding solutions for patients/beneficiaries' issues, concerns and/or grievances regarding their health care need and utilizing automated health records system to maintain patient information. This definition of specialized 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 a degree in a field which demonstrates the knowledge, skills, and abilities necessary to do the work of the position, such as: Social Work and Human Services, Health Care Management, Public administration with course work in health care administration (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 You will be evaluated on the basis of your level of competency in the following areas: Care CoordinationOral CommunicationOrganizational AwarenessPatient Rapport and Healthcare AdvocacyPatient-focused Customer Service 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: https://sites.ed.gov/international/recognition-of-foreign-qualifications.

Contacts

• Address JT-DHA-DD83DE DHA PUGET SOUND MKT-MADIGAN DO NOT MAIL Joint Base Lewis McChord, WA 98431 US
• Name: Army Applicant Help Desk