Supervisory Health System Specialist

Summary

About the Position: Serve as a Supervisory Health Systems Specialist, for Jacksonville Naval Hospital, Jacksonville, FL. A recruitment or relocation incentive may be authorized. Salary negotiation may be available for those candidates who are new to Federal service. Advance leave accrual may be authorized. This is a Direct Hire Authority (DHA) solicitation utilizing the DHA for Certain Personnel of the DoD.

Duties

• Oversees appointment scheduling functions for all empaneled TRICARE beneficiaries, ensuring compliance with clinic-specific booking rules, referral requirements, and access to care standards.
• Monitors real-time call center performance, including call volume, call wait times, abandoned call rates and call processing times.
• Adjust staffing and workflows to meet operational demands and maintain service levels.
• Ensures appointment clerks/MSAs perform proper verification of patient demographics, healthcare eligibility, and assigned Primary Care Manager (PCM) or Primary Care Team in MHS GENESIS and Humana.
• Oversees the creation and management of telephone consults (TCONs), ensuring clarity, completeness, and appropriate routing to the beneficiary’s assigned primary care team to prevent delay in care.
• Assists in the development and execution of plans and programs to improve access to care for all patients needing care at the medical center and the outlying clinic sites.

Qualifications

Who May Apply: US Citizens In order to qualify, you must meet the 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. One year of specialized experience such as 1) supervising or leading a call center/customer service operation; 2) planning, directing, and evaluating daily workload and operations; 3) assigning and monitoring work; providing guidance and resolving complex customer service issues; 4) analyzing performance metrics and quality assurance data; and 5) training, coaching and evaluating employees to improve customer service, productivity, and operational effectiveness. This definition of specialized experience is typical of work performed at the second lower grade/level position in the federal service (GS-07).

How You Will Be Evaluated

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. Other 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. This position requires a 1 year probationary period during which the agency evaluates your fitness and whether your continued employment advances the public interest. In making this determination, the agency may consider your performance and conduct; agency needs and interests; whether your continued employment supports organizational or Government goals; and whether it promotes the efficiency of the Federal service. Continued employment requires written certification that it advances the public interest. 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. Multiple positions may be filled from this announcement. 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.