Summary This position is being re-advertised to solicit additional applications. Applicants who applied previously need not reapply unless submitting updated and/or missing information. Position is located under the Division of Quality Management Services in Kayenta, Arizona. The purpose for this position is to serve as the patient advocate, covering inpatient, ambulatory care, and emergency areas, and is responsible for the patient grievance system, providing interpretation liaison activities. Responsibilities Develops, administers and evaluates the Service Unit Patient Grievance System. Fields specific concerns, complaints, suggestions, and comments from both patients and staff. Reviews the patient medical record as part of investigating the quantity and quality of services being provided. Prepares reports and surveys as appropriate to meet requirements outlined in Service Unit regulations or as requested by the Quality Management Specialist, Executive Committee and/or Governing Body. Updates and maintains Patient Rights brochure to remain current with regulatory standards. Interviews complainants and refers properly documented complaints to the appropriate department supervisor or program administrator. Conducts random patient interviews/audits/chart reviews to determine satisfaction with treatment and to gather feedback on ideas for improvement in hospital services. Develops and conducts education and in-service training for the staff on values clarification, customer care, courtesy and internal promotion of cultural aspects. Establishes networking, advocacy, and collaboration processes through which to market the KSU community. Maintains liaison network to ensure that a variety of hospital information and clinical support services are linked with those community groups and general public who have need of information and are likely to seek out and better utilize hospital services. Requirements Conditions of Employment Selectee may be subject to a probationary/trial period ESEP appointees typically serve a two year trial period U.S. Citizenship is required Selective Service Registration is required for males born after 12/31/1959 This is a designated position covered by Public Law 101-630, requiring contact or control over Indian children. Due to this requirement, the agency must ensure that persons hired for these positions have not been found guilty of or pleaded nolo contendere or guilty to certain crimes. Confidential Financial Disclosure Form required. Measles and Rubella immunization required for selectees born after 1957 and seasonal influenza immunization is required for all staff working in Indian Health Service health care facilities. COVID-19 vaccination is required for all selectees prior to entrance on duty. Successfully pass the E-Verify employment verification check. To learn more about E-Verify, including your rights and responsibilities, visit www.dhs.gov/E-Verify/. You will need to set up direct deposit so we can pay you. The incumbent is required, as an incidental duty, to operate an assigned or POV vehicle. A state driver's license is required and must be maintained. Background Investigation: If you are selected for this vacancy, you must undergo a pre-employment fingerprint check and background investigation. Fingerprint results and background investigation documentation must be cleared prior to hire. After you begin your employment, your continued employment is contingent upon the outcome of a complete background investigation as determined by the sensitivity level of your position. The investigation must find that you are suitable for Federal employment in your position. If you are found not suitable, you will be terminated after you begin work. If you make a false statement in any part of your application, you may not be hired; you may be fired after you begin work; or subject to possible criminal charges. You may be subject to a credit check as a part of the background investigation process. Qualifications To qualify for this position, your resume must state sufficient experience and/or education, to perform the duties of the specific position for which you are applying. 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; social). You will receive credit for all qualifying experience, including volunteer and part time experience. You must clearly identify the duties and responsibilities in each position held and the total number of hours per week. MINIMUM QUALIFICATIONS: GS-08: One (1) year of specialized experience equivalent to at least the GS-07 grade level in the Federal Service. Specialized experience: Positions in this series range widely in type and include support duties to medical or health personnel such as audiologist, speech pathologists, medical officers and optometrist. Therefore, technician experience is experience that required application of the knowledge, methods, and techniques of the position to be filled. GS-08 Specialized Experience: Working with a patient grievance system; handling complaints and developing resolution; experience translating Navajo to English and vice versa including basic medical terminology; experience tasking and monitoring data; experience in recognizing and dealing with disputes (conflict management). SELECTIVE PLACEMENT FACTOR: Must have the ability to communicate fluently in the Navajo language. NOTE: Graduate education or an internship meets the specialized experience required above the GS-5 only in those instances where it is directly related to the work of the position. Time In Grade Federal employees in the competitive service are also subject to the Time-In-Grade Requirements: Merit Promotion (status) candidates must have completed one year of service at the next lower grade level. Time-In-Grade provisions do not apply under the Excepted Service Examining Plan (ESEP). You must meet all qualification requirements within 30 days of the closing date of the announcement. Education This position has an education requirement. You are strongly encouraged to submit a copy of your transcripts or a list of your courses including titles, credit hours completed, and grades. Unofficial transcripts will be accepted in the application package. Official transcripts will be required from all selectees prior to receiving an official offer. Only attendance and/or degrees from schools accredited by accrediting institutions recognized by the U.S. Department of Education may be credited. Applicants can verify accreditation at the following website: https://www.ed.gov/accreditation. If you are using foreign education to meet qualification requirements, you must send a Certificate of Foreign Equivalency with your transcript in order to receive credit for that education. For further information, visit http://www.ed.gov/about/offices/list/ous/international/usnei/us/edlite-visitus-forrecog.html. Additional Information Per IHS policy (SGM 21-04) IHS selectees to positions located in Federally operated hospitals, health centers, and clinics must be fully vaccinated for COVID-19 before entry on duty or have IHS approve a medical or religious exemption. If an exemption is approved then wearing a face mask and regular testing for COVID-19 will be required. Your Human Resources Specialist will provide a list of documents acceptable as vaccination proof and instructions on how to submit your vaccination documentation or how to request a medical or religious exemption, if needed. Additional selection(s) of candidates may be possible within 240 days from the date the certificate of eligibles was issued for this announcement. Federal Employees earn annual leave at a rate (4, 6 or 8 hours per pay period) which is based on the number of years they have served as a Federal employee. IHS may offer newly-appointed Federal employees credit for their directly related previous non-federal experience or active duty uniformed military service. This credited service can be used in determining the rate at which they earn annual leave. This position is covered by a Bargaining Unit.