This position is located under Branch of Risk Management at the Gallup Indian Medical Center in Gallup, NM. The position serves as Patient Advocate and Customer Service Coordinator for the Gallup Service Unit, covering inpatient, ambulatory care, and emergency areas. Responsible for initiating and maintaining the customer service program. Patient care will be enhanced through customer service coordination activities and liaison tasks between hospital personnel, patients and families.

Duties

Receives and addresses all patient, family and staff complaints. Issues are referred to the appropriate department for investigation and resolution. Develops and maintains a database to log/track/trend/analyze all complaints, as well as the department involved and the outcome. Uses this information to identify opportunities to improve patient care. Provide patient advocate services, as needed, to include interpretation, resolution of problems, as able, between patients, family and staff members. Ensure applicable departments initiate and implement satisfaction surveys. Provide assistance to departments that require help with formulating questionnaires, tabulating data, graphing results, etc.

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. Individual Occupational Requirements: Specialized Experience (for positions at GS-4 and above): Positions in this series range widely in type and include support duties to medical or health personnel such as audiologists, speech pathologists, medical officers, and optometrists. Therefore, technician experience is experience that required application of the knowledge, methods, and techniques of the position to be filled. In addition to the Basic Requirements, you must also meet the Minimum Qualifications stated below. MINIMUM QUALIFICATIONS: GS-07: Your resume must demonstrate at least one (1) year of specialized experience equivalent to at least the next lower grade level in the Federal service obtained in either the private or public sector performing the following type of work and/or tasks: Communicate effectively and maintain composure in stressful situation including interpretation, resolving problems and complaints; application of medical terminology to interpret treatment plans, patient conditions and health education; knowledge of healthcare theories. Collect and analyze data to identify problem and trends to improve patient care. Generate reports from data collections and analysis. NOTE: One full year of graduate education meets the requirements for GS-7. One year of full-time graduate education is considered to be the number of credit hours that the school attended has determined to represent 1 year of full-time study. If that information cannot be obtained from the school, 18 semester hours should be considered as satisfying the 1 year of full-time study requirement. Part-time graduate education is creditable in accordance with its relationship to a year of full-time study at the school attended. Selective Placement Factor: Ability to translate from Navajo to English and vice versa. 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 https://sites.ed.gov/international/recognition-of-foreign-qualifications/.

Contacts

• Address Gallup Service Unit 516 E Nizhoni Blvd P O Box 1337 Gallup, NM 87301 US
• Name: Navajo Area IHS Human Resources
• Email: [email protected]