Job Summary

Supervises and coordinates patient relations staff to improve the overall healthcare experience. Leads service delivery, resolves patient concerns, and ensures efficient navigation of services. Uses data and feedback to identify issues and implement improvements. Provides training and guidance to staff while collaborating with clinical and administrative teams to promote service excellence and patient-centered care.

Job Description

To qualify for this position, applicants must meet all requirements by the closing date of this announcement. You may qualify based on your experience as described below: Specialized Experience: You must have one year of specialized experience, equivalent to at least the GS-06 level in the Federal service, that equipped me with the knowledge, skills, and abilities (KSAs) required to successfully perform the duties of this position and that is directly related to the work of a Supervisory Patient Relations Assistant. Specialized experience includes but is not limited to: (1) Leading, coordinating, or supporting the work of staff engaged in patient relations or customer service activities, including assigning tasks, providing guidance, and ensuring adherence to established policies and service standards; (2) Assisting in the implementation and sustainment of programs and best practices designed to enhance the patient and family experience by identifying barriers, improving access to services, and facilitating navigation of complex healthcare systems; (3) Monitoring, reviewing, and evaluating work processes and service delivery to assess quality, efficiency, and productivity, and recommending or implementing improvements; (4) Utilizing patient experience data, feedback systems, and operational metrics to identify trends, resolve issues, and improve overall service outcomes; (5) Providing training, coaching, or guidance to staff to strengthen customer service, communication, and patient-centered care practices; (6) Applying knowledge of organizational policies, procedures, and healthcare systems to independently resolve patient concerns and coordinate with clinical and administrative staff; and (7) Establishing and maintaining effective working relationships with patients, families, and multidisciplinary teams to promote a culture of service excellence and continuous improvement. Preferred Experience: Customer service experience Ability to set priorities and organize work to meet deadlines Ability to manage conflicting priorities from clinical and administrative staff You will be rated on the following Competencies for this position: Communications Customer Service Interpersonal Skills Organizational Awareness 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; religions; 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. Note: A full year of work is considered to be 35-40 hours of work per week. Part-time experience will be credited on the basis of time actually spent in appropriate activities. Applicants wishing to receive credit for such experience must indicate clearly the nature of their duties and responsibilities in each position and the number of hours a week spent in such employment. There is no educational substitution for the GS-07 level.