PATIENT RELATIONS SPECIALIST

Who May Apply: US Citizens In order to qualify, you must meet the education and/or 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 investigating patient inquiries or complaints, compiling customer service data for use in reports, and assisting with conducting customer service training within a medical facility.

This definition of specialized experience is typical of work performed at the second lower grade/level position in the federal service (GS-09). OR Education: Ph.D or equivalent doctoral degree or 3 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, Business Administration, Public Health, or Communications.

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 second year (total graduate semester hours minus 36) by 18. Add the two percentages.

Coordinate or personally conducts investigations of pending inquiries and complaints, including Inspector General (IG), Department of Defense (DOD), and Congressional Inquiries.,Develop, compile, file and maintain documentation of patient relation inquiries for statistical and historical reporting.,Consistently reviews new concepts and developments associated with patient rights' conflicts.,Oversee the presentation of customer service training to ensure that instructors are presenting training in accordance with established standards for such training in a medical center environment and are employing appropriate instructor skills.,Advise executive management and staff on matters involving patient relations.,Utilize performance improvement methods to ensure the patient relations program complies with established regulatory requirements.