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).