About the Position: This position is with Quality Services Division and located at Tripler Army Medical Center campus, which is on the Island of Oahu, Hawaii.

Duties

Initiate action on patient complaints and concerns to correct problem situations. Work closely with healthcare providers to resolve and minimize customer complaints. Provide direct line of communication for customers to find solutions to problems, concerns and unmet needs. Assist customers in understanding rights and responsibilities. Prepare reports and spreadsheets on patient inquiries and complaints.

Requirements

• Appointment may be subject to a suitability or fitness determination, as determined by a completed background investigation.
• 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. While probationary the incumbent can be terminated with limited appeal rights
• This position is subject to screening and update of required immunizations unless exempted for medical or administrative reasons in accordance with Defense Health Agency Regulation.
• In accordance with AR 690-11, this position has been designated as "Key" and shall not be vacated during a national emergency or mobilization as doing so would seriously impair the capability of the organization to function effectively.
• This is a Term position scheduled NTE 2 YEARS. A term position may be extended to a maximum of six years depending upon the needs of management.
• This is an obligated position. An obligated position is one to which an employee has statutory restoration rights or entitlement based on active military service, recovery from a compensable injury, or return rights based on an overseas tour.
• You will be asked to sign an agreement acknowledging that you are aware of the obligation and willing to be displaced under reduction in force procedures upon the return of the former incumbent.

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 WorkforceInteragency 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 EligibleVeterans 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 briefing clinical and administrative staff, patients, and families in a healthcare setting; providing recommendations to leadership to resolve issues and initiate corrective actions; analyzing customer concerns and needs to improve patient experience; and utilizing web database systems to prepare reports and maintain collected data.. 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 such a degree in a field which demonstrates the knowledge, skills, and abilities necessary to do the work of the position, such as Business Administration or Healthcare Administration. 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) beyond the first year (total graduate semester hours minus 18) by 18. Add the two percentages. You will be evaluated on the basis of your level of competency in the following areas: Customer ServiceManages and Organizes InformationOral CommunicationProblem Solving 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-DD83DF DHA INDO PACIFIC MARKET DO NOT MAIL APO, AP 96224 US
• Name: Army Applicant Help Desk