This position is located in the Health Resources and Services Administration, Bureau of Primary Health Care, Office of Strategic Business Operations. The duty location for this position is in Rockville, MD and is not eligible for remote work. **Applicants please note: Additional selections may be made across the Department of Health and Human Services through this vacancy announcement.**

Duties

As the Director for Customer Experience, you will be responsible for increasing the internal and/or external customer experience of health center program stakeholder services, and departments they work in. Your major duties and responsibilities include: Providing leadership, direction, and technical guidance to staff in planning, directing, coordinating, monitoring, and evaluating programs and initiatives that focus on improving customer experience. Providing expert advice on customer experience and/or management initiatives related to health care program operations for the purpose of improving business services, practices, and systems through effective strategic thinking, critical analysis, communications, and customer-related management. Working with parties across organizations at various levels to build customer understanding and solve challenging problems. Directing the design, oversight, and execution of a customer experience initiatives to help spread and scale customer experience (CX) across BPHC. Connecting and aligning individual initiatives and projects to organizational strategy, goals, and metrics, showing how progress and outcomes were measured through customer feedback and other performance measures. NOTE: Do not cut and paste the duties, specialized experience, or occupational assessment questionnaire from this announcement into your resume as that will not be considered a demonstration of your qualifications for this position.

Requirements

• U. S. Citizenship is required.
• All qualifications and time-in-grade requirements must be met by the closing date of the announcement. Federal applicants must submit an SF-50 to show status and time-in-grade.
• Males ages 18 through 25 must be registered with the Selective Service.
• PHS Commissioned Corps applicants must submit current personnel orders.
• A one year supervisory probationary period may be required.
• Employment is subject to the successful completion of the pre-appointment process (i.e., background investigation, verification of qualifications and job requirements, completion of onboarding forms, submission of required documents, etc.)

Qualifications

THESE QUALIFICATION REQUIREMENTS MUST BE MET BY THE CLOSING DATE: 06/14/2024 Do not cut and paste the duties, specialized experience, or occupational assessment questionnaire from this announcement into your resume as that will not be considered a demonstration of your qualifications for this position. In order to qualify for this position at the GS-15 level, your resume must clearly demonstrate that you have one full year of minimum qualifying specialized experience comparable in difficulty and responsibility to at least the GS-14 level in the federal service. MINIMUM QUALIFYING SPECIALIZED EXPERIENCE is experience that has equipped the applicant with the particular knowledge, skills, and abilities to successfully perform the duties of the position and is typically in or related to the work of the position to be filled. To be creditable, an applicant's one full year of specialized experience must demonstrate the knowledge, skills, and abilities necessary for successful job performance. Examples of minimum qualifying specialized experience equal to the GS-14 level include performing the following types of tasks on a regular and recurring basis: 1. Overseeing the implementation of organizational strategies and establishing mechanisms (e.g., surveys, interviews, data analysis, qualitative research, etc.) to evaluate customer experience initiatives. AND 2. Overseeing the implementation of customer-centric strategies to meet organizational needs and accomplish program objectives. 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; community; student; social). If such experience is on a part-time basis, you must provide the average number of hours worked per week as well as the beginning and ending dates of the experience so it can be fully credited. Applicants whose resumes clearly demonstrate the required minimum qualifying specialized experience will be evaluated based on the occupational assessment competencies listed below. A competency is defined as a measurable pattern of knowledge, skills, abilities, behaviors, and other characteristics that an individual needs to perform work roles or occupational functions. LEADERSHIP - Inspires, motivates and guides others toward goal accomplishment; coaches and mentors subordinates; adapts leadership styles to a variety of situations; models high standards of honesty, integrity, trust, openness, and respect for individuals by applying these values to daily behaviors. CLIENT ENGAGEMENT/CHANGE MANAGEMENT - Knowledge of the impact of change on people, processes, procedures, leadership, and organizational culture; knowledge of change management principles, strategies, and techniques required for effectively planning, implementing, and evaluating change in the organization. ORGANIZATIONAL PERFORMANCE ANALYSIS - Knowledge of the methods, techniques, and tools used to analyze program, organizational, and mission performance; includes methods that deliver key performance information (for example, comparative, trend, diagnostic, root cause, predictive) used to inform decisions, actions, communications, and accountability systems. PROJECT MANAGEMENT - Knowledge of the principles, methods, or tools for developing, scheduling, coordinating, and managing projects and resources, including monitoring and inspecting costs, work, and contractor performance. QUALITY MANAGEMENT - Knowledge of the principles, methods, and tools of quality assurance, quality control, and reliability used to ensure that a project, system, or product fulfills requirements and standards. TO PREVIEW THE OCCUPATIONAL ASSESSMENT QUESTIONNAIRE, please click on the following link: https://apply.usastaffing.gov/ViewQuestionnaire/12432283 Current status candidates must meet Time-in-Grade (TIG) by the closing date of this announcement. To allow us to verify that you meet TIG requirements, provide any of the following SF-50s: Please Note: Current year pay adjustments are not acceptable for verifying TIG (ex. 2024 general increases cannot be used to verify TIG). Competitive or Career-ladder promotion to your highest grade (this does not include 120 day temporary promotions) Regular Within Range Increase (WRI) or With In Grade (WGI) increase at your highest grade (this does not include quality step increases (QSIs). Competitive career/career-conditional appointment to your highest grade. SF-50 at your highest grade held, that is at least one year older than the announcement closing date of 06/14/2024. Not sure which SF-50 to submit? Check out our video... Go here to watch the video on the SF50s to submit in your application package.

Education

This job does not have an education qualification requirement.

Contacts

• Address Health Resources and Services Administration 5600 Fishers Lane Rockville, MD 20857 US
• Name: AskHR HRSA Helpdesk
• Phone: (301) 443-3780
• Email: [email protected]