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This Position Is No Longer Available

Job Title:  Special Assistant for Healthcare Resolutions
Department:  Department of the Navy
Agency:  Naval Medical Command
Job Announcement Number:  EA30601-13-911072PC625538-D

This position is closed and no longer accepting online applications through USAJOBS.

The contents of the announcement can still be viewed.
$89,012.00 to $115,714.00 / Per Year
Monday, June 17, 2013 to Monday, July 01, 2013
Full Time - Permanent
Few vacancies in the following location:
Naval Medical Center, San Diego, CA United StatesView Map
United States Citizens


The Navy and Marine Corps team offers innovative, exciting and meaningful work linking military and civilian talents to achieve our mission and safeguard our freedoms. Department of the Navy provides competitive salaries, comprehensive benefits, and extensive professional development and training. From pipefitters to accountants, scientists to engineers, doctors to nurses-the careers and opportunities to make a difference are endless. Civilian careers-where purpose and patriotism unite!


This position is located in Naval Medical Center San Diego and responds to issues throughout Navy Medicine West medical treatment facilities.  The incumbent is a neutral, independent and confidential (to the extent permitted by law) dispute resolution practitioner charged with achieving the equitable resolution of complex patient/provider/organizational healthcare disputes managed outside the legal venue.  The incumbent incorporates current disclosure/mediation/resolution strategies to share factual information between parties in order to seek meaningful resolutions that ultimately will improve the processes and delivery of health care.


  • You must be a US Citizen.
  • Must be registered for Selective Service, see Legal & Regulatory Guidance.
  • You must obtain and maintain a security clearance.
  • You must be available to respond on a 24/7 basis.
  • Physical examination is required.
  • Position may require travel on a quarterly basis.


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·         Resolves health care disputes at the time of service delivery and earliest opportunity, through a non-legal venue, prior to claims being filed, while ensuring the resolution process is fair for patients, providers and the organization.

·         Provides innovative approaches and alternative solutions to resolving healthcare disputes/conflicts, but does not offer legal advice or accept notice for the organization.

·         Performs extensive fact-finding, meeting with providers and patients, analysis and negotiations to determine the scope of the problem.

·         Serves as the organizational point of contact for Command disclosure correspondence involving collective groups of patients regarding medication or product recalls, laboratory test recalls, or any other notification that must be made from an organizational perspective.

·         Creates, maintains and delivers training programs for staff providers in disclosure techniques to be in compliance with the hospital disclosure policy, as well as with The Joint Commission standard RI 2.90 regarding disclosure of outcomes of care, including those that are unanticipated.

·         Identifies opportunities and recommendations for improvement to policies and practices that contribute toward systemic conflicts, concerns and complaints.


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BASIC REQUIREMENTS: All applicants must meet the following basic requirements: Successful completion of a full 4-year course of study in an accredited college or university leading to a bachelor's or higher degree that included a major study in an academic field related to the health sciences or allied sciences appropriate to the work of the position.


SPECIALIZED EXPERIENCE:  In order to qualify for this position, your résumé must provide sufficient experience and/or education, knowledge, skills, and abilities, to perform the duties of the specific position for which you are being considered.  Your résumé is the key means we have for evaluating your skills, knowledge, and abilities, as they relate to this position. Therefore, we encourage you to be clear and specific when describing your experience.


Your résumé must demonstrate at least one year of specialized experience at or equivalent to the GS-12 grade level or pay band in the Federal service or equivalent experience in the private or public sector. Specialized experience is defined as experience that is typically in or related to the work of the position to be filled and has equipped you with the particular knowledge, skills, and abilities, to successfully perform the duties of the position. Specialized experience must demonstrate the following:


  • Mastery of concepts, principles and methods associated with alternative dispute resolution, facilitation and mediation techniques with regard to medical malpractice issues.
  • Experience with the law, rules, regulations and processes related to the Federal Tort Claims Act; federal and state health law pertaining to disclosure, claims processing, malpractice statutes and apology; federal and state laws pertaining to medical error, negligence, standard of care, liability and disclosure.
  • Experience analyzing and evaluating complex issues and determining their relative importance and susceptibility to compromise, alternative solutions and settlement.
  • Experience conducting medical malpractice mediation between patients, families and medical staff members.
  • Mastery of communication, tact and diplomacy in person and in writing under highly stressful and sensitive situations.


QUALITY RANKING FACTOR: This position has a Quality Ranking Factor (QRF). This is a quality ranking factor that could be expected to significantly enhance the performance of the applicant in the position. The actual QRF is:  Current (within the last 5 years) experience and/or practice in the healthcare field.  You do not have to possess the factor in order to be rated eligible; however, applicants possessing the factor will receive additional points.  Possession of the factor must be verifiable via your resume.


Additional qualification information can be found from the following Office of Personnel Management web site:


POSITIVE EDUCATION REQUIREMENTS:  This position has a Positive Education Requirement. In order to verify that you meet the positive education qualifications for this position, you should submit a complete copy of your transcripts (unofficial copies are acceptable) or an itemized list of college courses which includes equivalent information from the transcript (Course title, semester/quarter hours and grade). Failure to submit this information may result in an ineligible rating.  You may submit your transcripts or list of college courses through the "Application Manager" or by fax.  This is the only method in which transcripts can be submitted.  Failure to provide this information may result in an ineligible rating. (Faxing instructions may be found under the "How to Apply" section.)


PART-TIME OR UNPAID EXPERIENCE: Credit will be given for appropriate unpaid and or part-time work.  You must clearly identify the duties and responsibilities in each position held and the total number of hours per week. 


As part of the application process, you must complete and submit an occupational questionnaire.  To preview this questionnaire and determine if your experience matches the skills required for this position, click the following link:  View Assessment Questions.


Please follow all instructions carefully. Errors or omissions may affect your rating and/or appointment eligibility.


For positions requiring positive education requirements, you must submit a copy of your transcripts or an itemized list of college courses which includes equivalent information from the transcript (course title, semester/quarter hours, and grade/degree earned).   See OPM's General Policies for information on crediting education.


Education completed in foreign colleges or universities may be used to meet the qualification requirements if the applicant can provide documentation indicating that the foreign education is comparable to that received in an accredited educational institution in the United States. It is the responsibility of the applicant to provide such evidence when applying f or further information, visit:


Selectee is required to participate in the Department of Defense direct deposit of pay program.  

Selectee must be suitable for federal employment as determined by background investigation.

Selectee must successfully pass a pre-employment physical examination.


Selectee may be required to successfully complete a probationary period.


A security clearance is a requirement of this position. Failure to obtain and maintain the required level of clearance may result in the withdrawal of a position offer or removal.   If you possess a security clearance, please indicate the level and termination date in your resume.


This position is both physically and emotionally demanding and challenging.  The Special Assistant for Healthcare Resolutions moves throughout the facility during the entire day and is on call 24/7.  The individual operates under highly stressful situations where the medical care has not met desired outcomes.  It is a very intense position where both patients and providers are distraught.  Patients and families are frequently angry, grieving, accusatory, confused, suspicious and mistrustful regarding care delivery, providers and the organization.  The individual must also make urgent responses to tragic events.  These are cases that could potentially go to legal claims.  The work involves fact-finding reviews of records, interviewing patients, families and providers and facilitating mediation sessions.


You will be rated under Category Rating procedures based on the extent to which your experience meets the Knowledge, Skills and Abilities for the position and rated as shown below.  Additional points are not added for veterans’ preference; however, preference is still applied. Applicants eligible for veteran's preference will receive selection priority over non-veterans.


If you meet the qualification requirements, your application will be placed in one of three categories:

Best Qualified - Candidates in this category possess exceptional skills and experience to exceed well above the minimum requirements for announced position.

Highly Qualified - Candidates in this category possess good skills and experience above the minimum requirements for announced position. 

Qualified - Candidates in this category meet the minimum experience requirements for announced position.


If, after reviewing your resume and supporting documentation, a determination is made that you inflated your qualifications and/or experience, your score may be adjusted to more accurately reflect your abilities or you may be found ineligible/not qualified.


Please follow all instructions carefully. Errors or omissions may affect your rating or consideration for employment.


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Department of the Navy offers a comprehensive benefits package that includes, in part, paid vacation, sick leave, holidays and a 401K-type retirement plan.


This Position is subject to Department of Defense Priority Placement Program.

This announcement may be used to fill additional vacancies.

Relocation expenses may or may not be authorized.

A tentative offer of employment will be rescinded if the selectee fails to meet the pre-employment requirements, including failure to report to any of the scheduled appointments.


Federal annuitant information:

The selection of an annuitant is subject to the Department of Defense and Department of the Navy policy on the employment of annuitants.  Policy information may be found at:


ICTAP Applicants: 


Military Spouse Preference (MSP):


Veteran’s Preference Information


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To begin the process, click the Apply Online button to create an account or log in to your existing USAJOBS account.  Follow the prompts to complete the occupational questionnaire. Please ensure you click the Submit My Answers button at the end of the process.


To apply for this position, you must provide a complete Application Package which includes: 
- Complete Resume.
- Complete Assessment Questionnaire. View Occupational Questionnaire

- Other supporting documentation as required.  Please see the "REQUIRED DOCUMENTS" section to determine if there are other documents you are required to submit. 


Your complete application (resume, assessment questionnaire, and all supporting documents) must be submitted by 11:59 pm Eastern Time on Monday, July 01, 2013.  Please follow all instructions carefully as missing application information will not be requested.

If you upload your documents, do not fax the same documents.

Note: To check the status of your application or return to a previous or incomplete application, log into your USAJOBS account: select Application Status, and click on the more information link under the application status for this position.  

If you are unable to apply online or unable to upload your supporting documents follow the directions located at: 

This Vacancy ID is 911072. 

Do not email or send hard copy resumes/applications to the Contact Information or Agency Information listed in this vacancy announcement.  All resumes/applications received at the addresses listed in the Contact Information or Agency Information will be destroyed and will not be considered for this vacancy announcement.


** It is the applicant's responsibility to verify that information and documents entered, uploaded, or faxed is received, legible and accurate.  HR will not modify answers/documents submitted by an applicant. **


The following documents are required (resume, assessment questionnaire and required documents listed below.  Copies are sufficient): PLEASE READ THE LINK BELOW FOR DETAILED EXPLANATIONS

·         Resume showing relevant experience (cover letter optional)

·         Completed assessment questionnaire (part of the online application)

·         ICTAP documentation (if claiming ICTAP preference)

·         Veterans’ Preference Documentation, if applicable (DD-214/DD-215 or statement of service (showing character of discharge),  VA letter (showing total percentage of disability), SF-15-see Other Information section for further details)

·         Military Sponsor’s PCS Orders (if claiming military spouse preference)

·         Transcripts or Unofficial Transcripts (if qualifying based on education or a combination of education and experience). If selected, an official/sealed transcript will be required prior to appointment.

The documents you are required to submit vary based on what you are claiming (i.e., applying as a veteran or disabled veteran, applying as a military spouse, etc).  Please review the following link to see if there are any documents you need to provide:


Phone: (757)396-7994
Agency Information:
Navy OCHR Norfolk Ops Center
OCHR Norfolk Operations Center
Bldg 17 Norfolk Naval Shipyard
TDD 858-577-5723
Portsmouth, VA


When the application process is complete, your application will be reviewed to determine if you meet the hiring eligibility and qualification requirements listed in this announcement.  You will be rated based on the information provided in your resume and responses to the questionnaire, along with your supporting documentation to determine your level of knowledge, skill, and ability, related to the job requirements.  


Best qualified applicants will be referred to the hiring manager.  The selecting official may choose to conduct interviews, and once the selection is made, you will receive a notification of the decision.


If, after reviewing your resume and supporting documentation, a determination is made that you inflated your qualifications and/or experience your score may be adjusted to more accurately reflect your abilities or you may be found ineligible/not qualified.

Stay informed of changes to your application status by signing up for automatic email alerts at:

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