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Summary

About the Position: This is a Direct Hire Authority (DHA) solicitation utilizing the DHA for Certain Personnel of the DoD to recruit and appoint qualified candidates to positions in the competitive service.

This position is located at the Naval Health Clinic Quantico Resource Management Medical Treatment Facility (MTF).

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Duties

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• Provide authoritative counseling, training, and issue resolution for beneficiaries and healthcare partners, ensuring accurate understanding of entitlements, claims processes, and program requirements.
• Collect, analyze, and report patient satisfaction and complaint data to leadership, driving performance improvement and organizational decision making.
• Direct the Customer Service Program, educating patients and staff on healthcare rights, responsibilities, and options while shaping communication and outreach strategies.
• Maintain expert knowledge of TRICARE regulations, assess program changes, and communicate critical updates to beneficiaries and Health Benefits Counselors to ensure accurate understanding of eligibility, coverage, and claims procedures.
• Design and manage the patient advocate program, conduct detailed interviews, analyze trends, and recommend policy improvements while coordinating with MTFs, VA, DHA, and TRICARE to resolve complex patient care and billing issues.

Requirements

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Conditions of employment

• Appointment may be subject to a suitability or fitness determination, as determined by a completed background investigation.
• This position requires the incumbent be able to obtain and maintain a determination of eligibility for a Secret security clearance or access for the duration of employment. A background investigation and credit check are required.
• 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.
• This position has mandatory seasonal Influenza vaccination requirements and is subject to annual seasonal Influenza vaccinations unless otherwise exempted for medical or religious reasons (documentation of exemption must be provided upon hire).
• This position requires the incumbent to have Tuberculosis testing.
• This position is subject to TDY or business travel requirements to various locations. This may require travel via privately owned vehicles, commercial transport platforms, and/or military aircraft, ships, and vehicles.
• Lifting up to 5 pounds may be required.
• This position has been designated Mission Essential. In the event of severe weather conditions or other such emergency type situations, the incumbent is required to report to work or remain at work as scheduled to support mission operations.
• This position may require the incumbent to work on call during irregular work hours which may include evenings, weekends, holidays, and/or varying work schedules.
• One year probationary period may be required.

Qualifications

Who May Apply: US Citizens

In order to qualify, you must meet the education and/or 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.

Specialized Experience: One year of specialized experience which providing authoritative counseling and issue resolution for beneficiaries and healthcare partners; analyzing patient experience data to support performance improvement; and directing customer service and beneficiary education programs. This definition of specialized experience is typical of work performed at the next lower grade/level position in the federal service (GS-07).

OR

Education: One and a half years of graduate level education in a field which demonstrates the knowledge, skills, and abilities necessary to do the work of the position, such as Business Administration, or Management.

OR

Combination of Education and Experience: A combination of education and experience may be used to qualify for this position as long as the computed percentage of the requirements is at least 100%. To compute the percentage of the requirements, divide your total months of experience by 12. Then divide the total number of completed graduate semester hours (or equivalent) beyond one year (total semester hours minus 18) by 9. Add the two percentages.

Education

FOREIGN EDUCATION: If you are using education completed in foreign colleges or universities to meet the qualification requirements, you must show the education credentials have been evaluated by a private organization that specializes in interpretation of foreign education programs and such education has been deemed equivalent to that gained in an accredited U.S. education program; or full credit has been given for the courses at a U.S. accredited college or university. For further information, visit:

Additional 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.
• Permanent Change of Station (PCS) allowances may be authorized, subject to the provisions of the Joint Travel Regulations and an agency determination that a PCS move is in the Government Interest.

Candidates should be committed to improving the efficiency of the Federal government, passionate about the ideals of our American republic, and committed to upholding the rule of law and the United States Constitution.

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A career with the U.S. government provides employees with a comprehensive benefits package. As a federal employee, you and your family will have access to a range of benefits that are designed to make your federal career very rewarding. Opens in a new windowLearn more about federal benefits.

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Eligibility for benefits depends on the type of position you hold and whether your position is full-time, part-time or intermittent. Contact the hiring agency for more information on the specific benefits offered.