About the Position: This position is located at Carl R. Darnall Army Medical Center in Fort Cavazos, TX. A recruitment or relocation incentive may be authorized. Salary negotiation may be available for those candidates who are new to Federal service. Student Loan repayment may be authorized.

Duties

Serve as an advocate on behalf of the individual patient or groups of patients, to consistently anticipate, meet, and exceed patients’ expectations for administrative and clinical services. Work collaboratively with all members of the board of deputies and their staffs to ensure an effective patient focused customer service program. Supervise staffs assigned to the Patient Experience Service, and oversees personnel from other organizations participating in studies, group projects, and committees. Responsible for developing detailed plans, goals, and objective, and applying in-depth analysis of interrelated elements of effectiveness and efficiency within the Patient Experience program. Serve as the primary staff advisor to the Command leadership for customer service and the patient experience.

Requirements

• Appointment may be subject to a suitability or fitness determination, as determined by a completed background investigation.
• A Personnel Security Investigation is required.
• Selectees will be required to sign a statement (Condition of Employment) consenting to seasonal influenza vaccinations or must provide a recognized exemption.
• One-year supervisory probationary period required. A one-year probationary period is required if the selectee has not previously met this requirement.

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)Domestic 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 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 assisting leadership by providing expert patient relations and customer service support, advocating for beneficiaries who need assistance in obtaining services from the military healthcare system, and utilizing automated systems to track data and prepare reports. This definition of specialized experience is typical of work performed at the next lower grade/level position in the federal service (GS-12). Some federal jobs allow you to substitute your education for the required experience in order to qualify. For this job, you must meet the qualification requirement using experience alone--no substitution of education for experience is permitted. You will be evaluated on the basis of your level of competency in the following areas: Customer ServiceLeadershipManaging Human ResourcesOral Communication 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-12).

Education

This job does not have an education qualification requirement.

Contacts

• Address JT-DHA-DD83DC DHA CENTRAL TEXAS MKT-DARNALL AMC DO NOT USE Fort Cavazos, TX 76544 US
• Name: Army Applicant Help Desk