Patient Relations Specialist
: Job Details :

SummaryAbout the Position: This position is located at the 88th Medical Group, Wright-Patterson Air Force Base, Ohio.A recruitment incentive may be authorized.Non-Federal work experience may be creditable for leave purposes.Salary negotiation may be available for those candidates who are newto Federal service.Learn more about this agencyHelpOverview* Accepting applications* Open & closing dates12/20/2024 to 01/02/2025* Salary$75,236 - $97,805 per year* Pay scale & gradeGS 11* HelpLocation1 vacancy in the following location:* Wright-Patterson AFB, OH* Remote jobNo* Telework eligibleNo* Travel RequiredOccasional travel - You may be expected to travel up to 10% for this position.* Relocation expenses reimbursedNo* Appointment typePermanent* Work scheduleFull-time* ServiceCompetitive* Promotion potentialNone* Job family (Series)* 0301 Miscellaneous Administration And Program* Supervisory statusNo* Security clearanceNot Required* Drug testNo* Position sensitivity and riskNon-sensitive (NS)/Low Risk* Trust determination process* Suitability/Fitness* Financial disclosureNo* Bargaining unit statusYes* Announcement numberHSJW244#######78D* Control number825155400HelpThis job is open to* The publicU.S. Citizens, Nationals or those who owe allegiance to the U.S.Clarification from the agencySee Who May Apply in the Qualification section for more information on who is eligible to apply for this position.HelpDuties* Manage the patient relations program.* Utilize performance improvement methods to ensure the patient relations program complies with established regulatory requirements.* Provide ongoing training to ensure department Patient Assistance Team members are current on patient relations issues and concerns relative to interdepartmental sensitivity issues.* Properly conduct research for the development, collection, and analysis of all patient relations data for identifying trends and determining significant patient relations issues.* Coordinate or conduct investigations of pending inquiries or complaints, including Inspector General (IG), Department of Defense (DOD), and Congressional Inquiries.* Develop and manage patient feedback programs by conducting surveys/questionnaires on patient relations activities.* Properly respond to a wide variety of personal, telephone, and written inquiries; and provides information, guidance, and assistance to resolve identified problems.HelpRequirementsConditions of Employment* 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.* Immunization screening is required. Hepatitis B immunization is required for all positions with direct patient contact. Applicants may be required to show proof of other immunizations depending on the type of position.* Must be able to obtain and maintain current Basic Life Support (BLS) certification through the American Red Cross or American Heart Association. Advanced certification (e.g., Advanced Life Support) does not supersede BLS.QualificationsWho May Apply: US CitizensIn 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).OREducation: 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: education, customer relations, business or healthcare management.ORCombination 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.You will be evaluated on the basis of your level of competency in the following areas:* Communications* Organizational Performance Analysis* Technical Competence* Training and Training SupportEducationFOREIGN EDUCATION: If you are using education completed in foreign colleges or universities to meet the qualification requirements, you must show the education credentials have been evaluated by a private organization that specializes in interpretation of foreign education programs and such education has been deemed equivalent to that gained in an accredited U.S. education program; or full credit has been given for the courses at a U.S. accredited college or university. For further information, visit: information* Male applicants born after December 31, 1959 must complete a Pre-Employment Certification Statement for Selective Service Registration.* You will be required to provide proof of U.S. Citizenship.* One year trial/probationary period may be required.* Direct Deposit of Pay is required.* Selection is subject to restrictions resulting from Department of Defense referral system for displaced employees.* Recruitment or relocation incentives MAY be authorized for highly qualified candidates.* Salary includes applicable locality pay or Local Market Supplement.* If you have retired from federal service and you are interested in employment as a reemployed annuitant, see the information in the Reemployed Annuitant information sheet.* Payment of Permanent Change of Station (PCS) costs is not authorized, based on a determination that a PCS move is not in the Government interest.Read more* BenefitsHelpReview our benefitsHow You Will Be EvaluatedYou will be evaluated for this job based on how well you meet the qualifications above.Once the announcement has closed, a review of your application package (resume, supporting documents, and responses to the questionnaire) will be used to determine whether you meet the qualification requirements listed on this announcement. If you are minimally qualified, your resume and supporting documentation will be compared against your responses to the assessment questionnaire to determine your level of experience. If, after reviewing your resume and/or supporting documentation, a determination is made that you have inflated your qualifications and/or experience, you may lose consideration for this position. Please follow all instructions carefully when applying, errors or omissions may affect your eligibility.You should list any relevant performance appraisals and incentive awards in your resume as that information may be taken into consideration during the selection process. If selected, you may be required to provide supporting documentation.Basis for Rating: Qualified candidates will be assigned to one of three quality categories: Best Qualified, Highly Qualified and Qualified. Veteran preference eligibles are listed ahead of non-preference eligibles within each quality category.* Best Qualified. Candidates in this category possess exceptional skills and experience to exceed well above the minimum requirements for the announced position.* Highly Qualified. Candidates in this category possess good skills and experience above the minimum requirements for the announced position.* Qualified. Candidates in this category meet the minimum experience requirements for the announced position.You may claim Military Spouse preference.You may claim Priority Placement Program (PPP) preference.Interagency Career Transition Assistance Program (ICTAP). If you are a Federal employee in the competitive service and your agency has notified you in writing that you are a displaced employee eligible for ICTAP consideration, you may receive selection priority for this position. To receive selection priority, you must: (1) meet ICTAP eligibility criteria (2) be rated well-qualified for the position and; (3) submit the appropriate documentation to support your ICTAP eligibility. To be considered well-qualified and receive selection priority applicants must satisfy all qualification requirements for the position and receive a score of 90 or above. Additional information about the program is on OPM's Career Transition Resources website.* BenefitsHelpReview our benefits* Required DocumentsAs a new or existing federal employee, you and your family may have access to a range of benefits. Your benefits depend on the type of position you have - whether you're a permanent, part-time, temporary or an intermittent employee. You may be eligible for the following benefits, however, check with your agency to make sure you're eligible under their policies.The documents you are required to submit vary based on whether or not you are eligible for preference in federal employment. A complete description of preference categories and the associated required documents is in the Applicant Checklist for Public Announcements.As described above, your complete application includes your resume, your responses to the online questionnaire, and documents which prove your eligibility to apply. If you fail to provide these documents, you will be marked as having an incomplete application package and you will not be considered any further.1. Your resume:* Your resume may be submitted in any format and must support the specialized experience described in this announcement.* If your resume includes a photograph or other inappropriate material or content, it will not be used to make eligibility and qualification determinations and you may not be considered for this vacancy.* For qualifications determinations your resume must contain hours worked per week and the dates of employment (i.e., HRS per week and month/year to month/year or month/year to present). If your resume does not contain this information, your application may be marked as incomplete and you may not receive consideration for this position.* For additional information see: What to include in your resume.2. Other supporting documents:* Cover Letter, optional* Most recent Performance Appraisal, if applicable* This position has an individual occupational requirement and/or allows for substitution of education for experience. If you meet this requirement based on education you MUST submit a copy of your transcript with your application package or you will be rated ineligible. See: Transcripts and LicensesNOTE: Documents submitted as part of the application package, to include supplemental documents, may be shared beyond the Human Resources Office. Some supplemental documents such as military orders and marriage certificates may contain personal information for someone other than you. You may sanitize these documents to remove another person's personal information before you submit your application. You may be asked to provide an un-sanitized version of the documents if you are selected to confirm your eligibility.If you are relying on your education to meet qualification requirements:Education must be accredited by an accrediting institution recognized by the U.S. Department of Education in order for it to be credited towards qualifications. Therefore, provide only the attendance and/or degrees from schools accredited by accrediting institutions recognized by the U.S. Department of Education.Failure to provide all of the required information as stated in this vacancy announcement may result in an ineligible rating or may affect the overall rating.* How to ApplyTo apply for this position, you must complete the online questionnaire and submit the documentation specified in the Required Documents section below.The complete application package must be submitted by 11:59 PM (EST) on 01/02/2025to receive consideration.* To begin, click Apply to access the online application. You will need to be logged into your USAJOBS account to apply. If you do not have a USAJOBS account, you will need to create one before beginning the application ( Follow the prompts to select your resume and/or other supporting documents to be included with your application package. You will have the opportunity to upload additional documents to include in your application before it is submitted. Your uploaded documents may take several hours to clear the virus scan process.* After acknowledging you have reviewed your application package, complete the Include Personal Information section as you deem appropriate and click to continue with the application process.* You will be taken to the online application which you must complete in order to apply for the position. Complete the online application, verify the required documentation is included with your application package, and submit the application. You must re-select your resume and/or other documents from your USAJOBS account or your application will be incomplete.* It is your responsibility to verify that your application package (resume, supporting documents, and responses to the questionnaire) is complete, accurate, and submitted by the closing date. Uploaded documents may take up to one hour to clear the virus scan.* Additional information on how to complete the online application process and submit your online application may be found on the USA Staffing Applicant Resource Center.To verify the status of your application, log into your USAJOBS account ( all of your applications will appear on the Welcome screen. The Application Status will appear along with the date your application was last updated. For information on what each Application Status means, visit: contact informationArmy Applicant Help DeskWebsite JT-DHA-DD83BY DHA STAND-ALONE MKT-WRIGHT-PATTDO NOT CONTACTWRIGHT-PATTERSON AFB, OH 45433USLearn more about this agencyNext stepsIf you provided an email address, you will receive an email message acknowledging receipt of your application. Your application package will be used to determine your eligibility, qualifications, and quality ranking for this position. If you are determined to be ineligible or not qualified, your application will receive no further consideration.* Fair and TransparentThe Federal hiring process is set up to be fair and transparent. Please read the following guidance.* Criminal history inquiries* Equal Employment Opportunity (EEO) Policy* Financial suitability* New employee probationary period* Privacy Act* Reasonable accommodation policy* Selective Service* Signature and false statements* Social security number requestHelpRequired DocumentsThe documents you are required to submit vary based on whether or not you are eligible for preference in federal employment. A complete description of preference categories and the associated required documents is in the Applicant Checklist for Public Announcements.As described above, your complete application includes your resume, your responses to the online questionnaire, and documents which prove your eligibility to apply. If you fail to provide these documents, you will be marked as having an incomplete application package and you will not be considered any further.1. Your resume:* Your resume may be submitted in any format and must support the specialized experience described in this announcement.* If your resume includes a photograph or other inappropriate material or content, it will not be used to make eligibility and qualification determinations and you may not be considered for this vacancy.* For qualifications determinations your resume must contain hours worked per week and the dates of employment (i.e., HRS per week and month/year to month/year or month/year to present). If your resume does not contain this information, your application may be marked as incomplete and you may not receive consideration for this position.* For additional information see: What to include in your resume.2. Other supporting documents:* Cover Letter, optional* Most recent Performance Appraisal, if applicable* This position has an individual occupational requirement and/or allows for substitution of education for experience. If you meet this requirement based on education you MUST submit a copy of your transcript with your application package or you will be rated ineligible. See: Transcripts and LicensesNOTE: Documents submitted as part of the application package, to include supplemental documents, may be shared beyond the Human Resources Office. Some supplemental documents such as military orders and marriage certificates may contain personal information for someone other than you. You may sanitize these documents to remove another person's personal information before you submit your application. You may be asked to provide an un-sanitized version of the documents if you are selected to confirm your eligibility.If you are relying on your education to meet qualification requirements:Education must be accredited by an accrediting institution recognized by the U.S. Department of Education in order for it to be credited towards qualifications. Therefore, provide only the attendance and/or degrees from schools accredited by accrediting institutions recognized by the U.S. Department of Education.Failure to provide all of the required information as stated in this vacancy announcement may result in an ineligible rating or may affect the overall rating.HelpHow to ApplyTo apply for this position, you must complete the online questionnaire and submit the documentation specified in the Required Documents section below.The complete application package must be submitted by 11:59 PM (EST) on 01/02/2025to receive consideration.* To begin, click Apply to access the online application. You will need to be logged into your USAJOBS account to apply. If you do not have a USAJOBS account, you will need to create one before beginning the application ( Follow the prompts to select your resume and/or other supporting documents to be included with your application package. You will have the opportunity to upload additional documents to include in your application before it is submitted. Your uploaded documents may take several hours to clear the virus scan process.* After acknowledging you have reviewed your application package, complete the Include Personal Information section as you deem appropriate and click to continue with the application process.* You will be taken to the online application which you must complete in order to apply for the position. Complete the online application, verify the required documentation is included with your application package, and submit the application. You must re-select your resume and/or other documents from your USAJOBS account or your application will be incomplete.* It is your responsibility to verify that your application package (resume, supporting documents, and responses to the questionnaire) is complete, accurate, and submitted by the closing date. Uploaded documents may take up to one hour to clear the virus scan.* Additional information on how to complete the online application process and submit your online application may be found on the USA Staffing Applicant Resource Center.To verify the status of your application, log into your USAJOBS account ( all of your applications will appear on the Welcome screen. The Application Status will appear along with the date your application was last updated. For information on what each Application Status means, visit: moreAgency contact informationArmy Applicant Help DeskWebsite JT-DHA-DD83BY DHA STAND-ALONE MKT-WRIGHT-PATTDO NOT CONTACTWRIGHT-PATTERSON AFB, OH 45433USLearn more about this agencyNext stepsIf you provided an email address, you will receive an email message acknowledging receipt of your application. Your application package will be used to determine your eligibility, qualifications, and quality ranking for this position. If you are determined to be ineligible or not qualified, your application will receive no further consideration.Read moreFair & TransparentThe Federal hiring process is set up to be fair and transparent. Please read the following guidance.* Criminal history inquiries* Equal Employment Opportunity (EEO) Policy* Financial suitability* New employee probationary period* Privacy Act* Reasonable accommodation policy* Selective Service* Signature and false statements* Social security number requestPrintShare* Email* Facebook* LinkedIn* TwitterHelpOverview* Accepting applications* Open & closing dates12/20/2024 to 01/02/2025* Salary$75,236 - $97,805 per year* Pay scale & gradeGS 11* Location1 vacancy in the following location:* Wright-Patterson AFB, OH* Remote jobNo* Telework eligibleNo* Travel RequiredOccasional travel - You may be expected to travel up to 10% for this position.* Relocation expenses reimbursedNo* Appointment typePermanent* Work scheduleFull-time* ServiceCompetitive* Promotion potentialNone* Job family (Series)* 0301 Miscellaneous Administration And Program* Supervisory statusNo* Security clearanceNot Required* Drug testNo* Position sensitivity and riskNon-sensitive (NS)/Low Risk* Trust determination process* Suitability/Fitness* Financial disclosureNo* Bargaining unit statusYes* Announcement numberHSJW244#######78D* Control number825155400This job originated on www.usajobs.gov. For the full announcement and to apply, visit www.usajobs.gov/job/825155400. Only resumes submitted according to the instructions on the job announcement listed at www.usajobs.gov will be considered.