• Monitor customer satisfaction from existing data systems [e.g., Interactive Customer Evaluations (ICE)] and Provider Level Patient Satisfaction Surveys (PLPSS) and uses information to improve services.
• Assist the Practice Manager to coordinate with Service Chiefs, Head Nurses, NCOICs, clinic appointment clerks, and Central Appointments to ensure that there are adequate appointments to meet the demand.
• Promote good customer relations by greeting and assisting patients and monitoring patient flow.
• Answer patient questions and/or concerns accurately and efficiently while treating all patients in a professional and courteous manner. Follows up with patients regarding questions and requests for information or assistance.
• Prepare performance standards and performance appraisals for Conducts and creates formal performance evaluation, submits and provides justification for recognition for promotions and awards.
• Revise work schedules based on availability of manpower and workload.
• Assign work to subordinates based on priorities, selective consideration of difficulty and requirements of assignments, and capabilities of employees.

Conditions of employment

• Appointment may be subject to a suitability or fitness determination, as determined by a completed background investigation.
• This position has a mandatory seasonal influenza vaccination requirement and is subject to annual vaccination.
• 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.
• A one year probation to assess your ability to perform supervisory duties is required unless previously completed.
• This position is subject to TDY up to 5%.

Qualifications

Who May Apply: US Citizens

In order to qualify, you must meet the experience/education 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 assigning workload distribution or adjustments among subordinates; providing orientation, staff development and training related to administrative functions; assisting patients in resolving problems with scheduling using automated healthcare system systems; utilize automated systems to prepare administrative reports; collaborate and provide customer service with internal and external customers to ensure quality/continuity of care while ensuring compliance with established policies and regulations. This definition of specialized experience is typical of work performed at the next lower grade/level position in the federal service (GS-06).

Must be a qualified typist with the ability to type a minimum of 40 WPM.

How you will be evaluated

You 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. Please follow all instructions carefully when applying, errors or omissions may affect your eligibility.

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.

Veterans and Military Spouses will be considered along with all other candidates.