Program Support Assistant

This position serves as the Program Support Assistant to the Post 9/11 Military2VA (M2VA) Case Management Program and the Vocational Rehabilitation Program.

Responsibilities

• Serve as the initial point of contact to veterans, families, Health Care System personnel, representatives of community agencies, and other visitors to the M2VA and Vocational Rehabilitation Offices.
• Work closely with involved services for clarification of policy and planned implementation of regulatory requirements; share such information with professional and clerical staff.
• Assemble and prepare various recurring statistical reports for Health Care System management.
• Receive and screen calls, greet walk-in and scheduled appointment veterans, and determine what can be handled personally or must be directed to other staff.
• Prioritize calls/visits based on urgency, including sensitive or problematic contacts from psychiatric patients, community agencies, administrative personnel, and other Health Care System staff.
• Document actions taken in the appropriate system.
• Assist with eligibility and enrollment processing of Active Duty Servicemembers' and Veterans' healthcare applications.
• Support outreach efforts within and outside the medical facility to promote VHA enrollment and Post 9/11 M2VA and Vocational Rehabilitation Programs.
• Collect, compile, and track statistical information in support of program operations, including performance measures, goals, and objectives.
• Process documents and reports in accordance with established procedures; use software applications to prepare reports from various data sources.
• Assist in planning, reviewing, and reporting data/statistical results of program studies.
• Retrieve computerized data, establish protocols for incoming data, and organize and maintain data.
• Track and trend issues related to program effectiveness and role implementation; ensure staff awareness of current Decision Support Systems (DSS) codes and clinic names.
• Compile monthly workload reports and keep program staff apprised of patient census and any changes or problems.
• Participate in performance improvement activities related to program quality improvement and offer advice to program staff.
• Provide data/reports related to administrative, clinical, and technical aspects of the program as requested.
• Manage patient flow through the programs to ensure compliance with VHA directives and performance measures.
• Manage all clinic stop/encounter/report paperwork and maintain policies, procedures, and operation manuals to meet Joint Commission, CARF, and VHA Quality Assurance standards.
• Utilize software programs and communication tools to input and retrieve data as required.
• Accurately collect, enter, and manage patient and program data.
• Assist with document preparation of the program budget and prepare annual estimates of programmatic costs, including grants and special projects.
• Maintain a calendar of patient appointments, staff meetings, conference calls, and scheduled leave; coordinate meetings, prepare travel papers, and schedule conferences.
• Organize and maintain files, records, manuals, handbooks, and other materials related to program missions.
• Manage all program consults, new and follow-up appointment scheduling.
• Assist in management of grids, clinic management, and bookability issues.
• Apply knowledge of primary and secondary stop codes and clinic set-up requests.

Requirements

To qualify for this position, applicants must meet all requirements by the closing date of this announcement (07/30/2026).

• 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. For a GS-6 position, you must have served 52 weeks at the GS-5 level. The grade may have been in any occupation but must have been held in the Federal service. An SF-50 showing time-in-grade eligibility must be submitted with application materials. If the most recent SF-50 has an effective date within the past year, an additional SF-50 may be required to demonstrate one-year time-in-grade.
• 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. Examples of specialized experience include:
  • Performing administrative and office support tasks to assist daily operations.
  • Creating, organizing, and maintaining staff and/or patient files and records.
  • Interpreting office policies and sharing updates and guidance with staff.
  • Drafting and reviewing correspondences, reports, and other documents for clarity.

For more information on qualification standards, visit the United States Office of Personnel Management's website.

Schedule

• Work Schedule: Monday–Friday, 8:00 a.m.–4:30 p.m.
• Telework: This position may be authorized for telework. Eligibility will be discussed during the interview process.
• Virtual: This is not a virtual position.