About the Position: This is a Patient Relations Specialist position located at Naval Medical Center in San Diego, California. NOTE: Management is selecting at the GS-09 grade level with non-competitive promotion potential to the GS-11 grade level.

Duties

Properly conduct research for the development, collection and analysis of all patient relations data for identifying trends and determining significant patient relations issues. Properly respond to a wide variety of personal, telephone, and written inquiries; and provide information, guidance, and assistance to resolve identified problems. Compile and analyze data to determine program effectiveness, identifying patient satisfaction/dissatisfaction, identify problem areas, and ensure compliance with regulatory requirements. Advise executive management and staff on matters involving patient relations. Coordinate, communicate, and cross-feed data and information related to quality of health care issues, risk management, infection control, utilization review, provider credentialing, etc., to the appropriate departments in a timely manner.

Requirements

• Appointment may be subject to a suitability or fitness determination, as determined by a completed background investigation.
• A Personnel Security Investigation is required.
• This position requires the completion of a pre-employment Physical Examination and an annual examination thereafter to ensure the continued, required level of physical health and ability or fitness to perform the duties of the position.
• This position is designated as moderate risk involving Public Trust. Appointment to this position is subject to a background investigation including a credit check to determine suitability for Federal employment and/or the position.

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. 30 Percent or More Disabled VeteransCurrent 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.) 13473Non-Appropriated Fund Instrumentality (NAFI)Non-Department of Defense (DoD) TransferOffice of Personnel Management (OPM) Interchange Agreement EligiblePeople with Disabilities, Schedule APriority 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 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 one or more of the following: (1) assisting in planning or evaluating patient relations programs or issues, (2) conducting investigations of patient inquiries or complaints, (3) preparing written responses to patient inquiries, (4) conduct surveys on patient relations, 5) compiling or analyzing data to determine program effectiveness, or (6) ensuring compliance with patient regulatory requirements. This definition of specialized experience is typical of work performed at the next 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: Healthcare Administration, Human Resources, or Business Management. (Note: 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 equivalent) beyond the first year (total graduate semester hours minus 18) by 18. Add the two percentages. (Note: You must attach a copy of your transcripts.) You will be evaluated on the basis of your level of competency in the following areas: Health Care Facility AdministrationLeadershipPatient-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-DD83DZ DHA SAN DIEGO MARKET DO NOT USE San Diego, CA 92134 US
• Name: Army Applicant Help Desk