This position serves as a liaison between the Clinton Service Unit, patients, clinic staff and the community for issues pertaining to patients' rights and advocacy. The incumbent will initiate appropriate documentation to address the concerns of the patient and provide critical assistance and consultation to ensure issues are elevated to appropriate channels to expedite resolution when needed. This position reports to the Quality Director of the Clinton Service Unit.

Duties

Works with health care providers and administrative support staff to resolve problems and minimize patient complaints. Receives and responds to complaints and grievances from patients, or from individuals on behalf of patients. Assists patients in understanding their rights, in addition to their responsibilities. Makes inquiry into patients' complaints, conduct qualitative or quantitative analysis, initiates action, or changes course of action to remedy problem situations. Elevates issues, as required, to ensure prompt and efficient resolution. Acts on behalf of the patient and administrative staff to resolve problems, expedite services, or implement necessary corrective measures, within established facility policies and, where appropriate, through committee participation. Identifies the elements of clinical or administrative practices which contribute to, or create an atmosphere for patient dissatisfaction, and recommends to the administrative staff changes which will reduce or eliminate justified complaints. Maintains records of patient inquiries. Produces cumulative reports which include categorization of patient inquiries to track/trend patters and identify-opportunities for improvement of care.

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. MINIMUM QUALIFICATIONS: 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: GS-09: One year of specialized experience equivalent to the GS-07 grade level assisting in resolving patient concerns/complaints, reports on corrective measures taken on behalf of the patient, identifies critical elements which contribute to patient dissatisfaction, and tracks investigative findings. OR A master's or equivalent graduate degree or 2 full years of progressively higher-level graduate education leading to such a degree or LL.B. or J.D., if related. OR A combination of education and experience that when combined meets the qualification requirements for the position. GS-11: One year of specialized experience equivalent to the GS-09 grade level utilizing communication skills to resolve patient concerns/complaints, uses sound judgement to provide solutions or alternatives, identifies practices which create patient dissatisfaction, facilitates improved communication with patients and follows up on outcomes and corrective measures. OR A Ph. D. or equivalent doctoral degree, 3 full years of progressively higher-level graduate education leading to such a degree or LL.M., if related OR A combination of education and experience that when combined meets the qualification requirements for the position. 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 Clinton Service Unit Rt 1 Box 3060 Clinton, OK 73601 US
• Name: Emily Salinas
• Phone: 580-309-1082
• Email: [email protected]