Patient Service Representative

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 assisting staff, patients, visitors, and customers with health-related problems, questions, and/or concerns, utilizing automated systems to generate reports and analysis, and receiving and reviewing incoming/outgoing issues, inquiries, and/or complaints correspondence. This definition of specialized experience is typical of work performed at the next lower grade/level position in the federal service (GS-04).

OR Education: Four years of education above the high school level obtained in an accredited business, secretarial or technical school, junior college, college or university. 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 your semester hours of education beyond two years (total semester hours minus 60) by 60. Add the two percentages.

Evaluate data from patient feedback, contacts, and surveys to analyze patient concerns or grievances and provide recommendations for improvements.,Assist in the development of innovative programs and services to enhance the healthcare environment for patients, families, and staff.,Develop and conduct training for staff and beneficiaries on all aspects of the Patient Relations Program, including orientations, in-services, and continuing education.,Maintain a detailed computer database to ensure proper documentation of all patient concerns, proposals, resolutions, and follow-up actions.,Facilitate the resolution of patient issues by receiving and responding to a wide range of concerns through personal interviews, telephone calls, and written communication.