This position is located in the Department of Health & Human Services (HHS), Centers for Medicare & Medicaid Services (CMS), Office of Healthcare Experience & Interoperability. As a Supervisory Health Insurance Specialist, GS-0107-15, you will be responsible for conducting human-centered design (HCD), customer experience (CX), and other customer focused research to ensure customer perspective is understood and accounted for in CMS' programs, policies, and operations.

Duties

Directs and plans work to be accomplished by subordinates, sets priorities, and prepares schedules for completion of work. Identifies developmental and training needs of employees; provides or arranges for needed development and training. Communicates and integrates the priorities of these strategic materials into the team strategies, goal, objectives and work plans, products and services. Provides technical direction and guidance within the Division for the preparation and implementation of contracts that support customer experience (CX) and engagement policy development and communications. Maintains a continuous review and analysis of the organization to assure that an acceptable quality and quantity of work is performed and assigned functions/duties are accomplished.

Requirements

• You must be a U.S. Citizen or National to apply for this position.
• You will be subject to a background and suitability investigation.
• Time-in-Grade restrictions apply.

Qualifications

ALL QUALIFICATION REQUIREMENTS MUST BE MET WITHIN 30 DAYS OF THE CLOSING DATE OF THIS ANNOUNCEMENT. Your resume must include detailed information as it relates to the responsibilities and specialized experience for this position. Evidence of copying and pasting directly from the vacancy announcement without clearly documenting supplemental information to describe your experience will result in an ineligible rating. This will prevent you from receiving further consideration. In order to qualify for the GS-15 , you must meet the following: You must demonstrate in your resume at least one year (52 weeks) of qualifying specialized experience equivalent to the GS-14 grade level in the Federal government, obtained in either the private or public sector, to include: 1. Leading a team of Customer Experience (CX) experts and other customer focused researchers to ensure the customer perspective is understood and accounted for in CMS' programs, policies, and operations. 2. Identifying training needs of employees and finding new ways to improve organizational efficiency. 3. Partnering with Program areas to deliberately turn customer insights into action across case management, service recovery, and program improvement. AND 4.Capturing and analyzing the voice of the customer leveraging qualitative and quantitative data. 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). Volunteer work helps build critical competencies, knowledge, and skills and can provide valuable training and experience that translates directly to paid employment. You will receive credit for all qualifying experience, including volunteer experience. Time-in-Grade: To be eligible, current Federal employees must have served at least 52 weeks (one year) at the next lower grade level from the position/grade level(s) to which they are applying. Click the following link to view the occupational questionnaire: https://apply.usastaffing.gov/ViewQuestionnaire/12596554

Education

There is no educational requirement for this series.

Contacts

• Address Office of Burden Reduction and Health Informatics 7500 Security Blvd Woodlawn Woodlawn, MD 21244 US
• Name: CMS HR Inquiries
• Email: [email protected]