Program Support Assistant
What you'd do
The position will serve as the Program Support Assistant to the Post 9/11 Military2VA (M2VA) Case Management Program and the Vocational Rehabilitation Program.
Major duties
Incumbent serves as the initial point of contact to veterans, families, Health Care System personnel, representatives of community agencies, and other visitors who come to the M2VA and Vocational Rehabilitation Offices. Works closely with involved services for clarification of policy and planned implementation of regulatory requirements, and as appropriate shares such information with professional and clerical staff. Assembles and prepares various recurring reports of a statistical nature for Health Care System management. Receives and screens calls that come to the program offices as well as greeting walk-in and scheduled appointment Veterans within the programs. Determines what can be handled personally or must be directed to other staff. On own initiative is responsible for prioritizing calls/visits as to their urgency. Direct patient contacts may include sensitive, problematic calls/visits from psychiatric patients, as well as representative of community agencies, administrative personnel, other Health Care System personnel. When required, documents actions taken in appropriate system. Incumbent will assist with any future proposals/projects/special events that are implemented. Incumbent will assist with eligibility and enrollment processing of Active Duty Servicemember's and Veteran's healthcare applications; will assist in all outreach efforts within and outside of the medical facility to promote VHA enrollment and Post 9/11 M2VA and Vocational Rehabilitation Programs. The incumbent is responsible for collecting, compiling and/or tracking statistical information in support of program operations. The incumbent tracks achievement on performance measures, goals, and objectives; receives and processes documents and reports in accordance with established procedures; uses software applications to draw information from a wide variety of sources in order to prepare reports; and assists in the planning, review, and reporting of data/statistical results of program studies. The incumbent retrieves a variety of computerized data, establishes protocols for incoming data, and organizes and maintains data. The incumbent tracks and trends issues related to program effectiveness and role implementation: assures that all staff members are aware of current Decision Support Systems (DSS) codes for patient services and names of clinics utilized by the program. utilizes statistical data to compile monthly workload reports as requested for all program staff: assists with keeping program staff apprised of patient census and any changes/problems that might be encountered; participates in performance improvement activities related to the program quality improvement process; and offers performance improvement advice to program staff. The incumbent is responsible for providing data/reports related to the administrative, clinical, and technical aspects of the program as requested. The incumbent will manage the patient flow through the programs, with a goal of compliance with VHA directives and performance measures at all times. Incumbent will manage all clinic stop/encounter/report paperwork related to the programs, as well as maintaining all policies/procedures/operation manuals to meet Joint Commission, Commission on the Accreditation of Rehabilitation Facilities (CARF) and other Veterans Health Administration (VHA) Quality Assurance (QA) standards. The incumbent utilizes a variety of software programs and communication tools to input and retrieve data as required. The incumbent accurately collects, enters, and manages data, including both patient data and program data. The incumbent assists with document preparation of the program budget and prepares annual estimates of a variety of programmatic costs including grants and other special projects. The incumbent maintains a calendar of appointments of patients for staff, meetings, conference calls, and scheduled leave as well as coordinates meetings, prepare travel papers, schedules conferences, and assists the treatment team with all administrative functions. Organizes and maintains files and records, manuals, handbooks, and other materials related to the missions of the programs. Incumbent will manage all program consults, new and follow-up appointment scheduling. Assist in management of all grids, clinic management, and book ability issues. Incumbent will have applied knowledge of primary and secondary stop codes and clinic set-up requests. Work Schedule: Monday- Friday 8:00 a.m. - 4:30 p.m. Telework: This position may be authorized for telework. Telework eligibility will be discussed during the interview process. Virtual: This is not a virtual position. Position Description/PD#: Program Support Assistant/PD37098O Relocation/Recruitment Incentives: Not authorized Critical Skills Incentive (CSI): Not approved Permanent Change of Station (PCS): Not authorized
What you need to qualify
To qualify for this position, applicants must meet all requirements by the closing date of this announcement, 07/06/2026. Time-In-Grade Requirement: Applicants who are current Federal employees and have held a GS grade any time in the past 52 weeks must also meet time-in-grade requirements by the closing date of this announcement. For a GS-6 position you must have served 52 weeks at the GS-5. The grade may have been in any occupation, but must have been held in the Federal service. An SF-50 that shows your time-in-grade eligibility must be submitted with your application materials. If the most recent SF-50 has an effective date within the past year, it may not clearly demonstrate you possess one-year time-in-grade, as required by the announcement. In this instance, you must provide an additional SF-50 that clearly demonstrates one-year time-in-grade. Note: Time-In-Grade requirements also apply to former Federal employees applying for reinstatement as well as current employees applying for Veterans Employment Opportunities Act of 1998 (VEOA) appointment. You may qualify based on your experience as described below: Specialized Experience: You must have one year of specialized experience equivalent to at least the next lower grade GS-05 in the normal line of progression for the occupation in the organization. Examples of specialized experience would typically include, but are not limited to: Performing a variety of administrative and office support tasks to assist daily operations. Creating, organizing, and maintaining staff and/or patient files and records. Managing employee timekeeping, including reviewing hours and resolving basic discrepancies. Interpreting office policies and sharing updates and guidance with staff. Serving as a point of contact between staff and Human Resources for routine HR matters. Drafting and reviewing correspondences, reports, and other documents for leadership. Tracking and monitoring required staff training to ensure compliance with deadlines. For more information on these qualification standards, please visit the United States Office of Personnel Management's website at https://www.opm.gov/policy-data-oversight/classification-qualifications/general-schedule-qualification-standards/.
Before you apply
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