Patient Service Representative (Office Automation)
About The Position
Serves as the primary clinic representative for customer service issues at Womack Army Medical Center in Fort Bragg, North Carolina. Conducts patient satisfaction surveys and identifies, analyzes, and evaluates trends reflecting patient perceptions of services. Advocates across the facility by receiving, documenting, investigating, and resolving patient complaints and grievances. Analyzes service delivery and organizational policies, systems, procedures, and the environment of care to identify gaps and operational weaknesses. Coordinates with leadership on corrective actions and develops and delivers targeted staff training to address service deficiencies and improve care delivery and the patient experience.
Requirements
- One year of specialized experience, including conducting patient interviews to obtain feedback about medical services; providing patients and families with healthcare options according to available guidance; and using automated healthcare systems to manage a treatment facility’s service performance data.
- Ability to type 40 words per minute on a five-minute sample with three or fewer errors.
- U.S. citizenship is required.
- Must meet suitability or fitness requirements, which may include a background investigation.
- Immunization screening is required; Hepatitis B immunization is required for positions involving direct patient contact, and seasonal influenza vaccination is required unless an approved medical or religious exemption is documented.
- Education cannot be substituted for the required experience.
Nice To Haves
- Recruitment or relocation incentives may be authorized for highly qualified candidates.
Responsibilities
- Receive, document, investigate, and resolve complaints and grievances submitted by patients or their designated representatives.
- Conduct patient interviews and investigations to identify service gaps and analyze individual and systemic grievances.
- Conduct patient satisfaction surveys and evaluate trends reflecting patient perceptions of services.
- Develop and deliver targeted in-service training to address identified service deficiencies and improve care delivery.
- Inform leadership of problem areas and recommend actionable strategies to improve facility operations and the patient experience.
- Analyze organizational policies, systems, and procedures to identify operational weaknesses, inefficiencies, and barriers to care.
- Coordinate with leadership to resolve defects in service delivery, procedures, policies, or the environment of care.
- Serve as a facility-wide advocate for patients and as the primary clinic representative for customer service issues.
Benefits
- Federal employees and their families have access to a comprehensive benefits package; specific benefits depend on position eligibility.
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What This Job Offers
Job Type
Full-time
Education Level
No Education Listed
