Program Support Assistant - Veterans Affairs, Veterans Health Administration : Job Details

Summary The Enrollment Outreach Specialist oversees outreach activities, and education to active duty service members, Veterans, their families. The EOS is specifically trained to help Veterans learn and navigate the VHA enrollment process. Participates in many outreach and training events within the community and VA system. EOS assists in continual quality improvement and excellence in customer service. Will also monitor progress of outreach efforts. Responsibilities Duties for this position includes, but is not limited to the following: Enrollment Outreach Specialist Provides outreach services to all Veterans and their families and provide support for recently discharged service members transitioning to civilian life. Tracks the impact and outcome of the outreach events providing feedback to executive leadership including the number of enrollees per event. Assists in distributing outreach materials including applications, brochures, fact sheets, web content, and other targeted information which highlights medical center services and events and locations. Functions as a liaison for Veterans navigating the VA System and those community providers assisting with their care in the community. Health Benefits Advisor Serves as an expert benefit advisor to Health Administration Service Leadership and support the management information components of all eligibility related programs. Applies an extensive body of rules and regulations relative to Veterans Eligibility for VA healthcare benefits, assisting families with a Veteran's death, burial and explanation of death benefits. Enters demographic, insurance, and income information, into the Vista and Enrollment System. Provides administrative support and collaborates with inpatient staffing personnel such as Physicians, Physician's Assistants, Nurses, Advanced Registered Nurse Practitioners, Dietitians, Social Workers, and other administrative professional staff throughout AAVAMC area transitioning patients identified as ineligible for VA patient care. Processing Request for an Authorization to Release Health Information utilizing a Verbal Passcode (PO ran program) for family members/significant others to receive specified PHI. Data Validation Identifies and collates health insurance information from all applicants for entry to the ICB or Vista, copies or scans insurance company enrollment identification cards, researches employers as needed to obtain complete data when applicants do not have complete information. Accurately generates patient data cards for veterans through the Identity Management Toolkit for proofing identity and the Veterans Health Identification Card (VHIC) System. Monitors enrolled patient data base information on a regular basis (at a minimum, annually) to perform updates to health insurance data, income assessments for the Means Test and Pharmacy Co-pay Exemption programs as mandated by law. Clinic Scheduling/NEAR List Managing the New Enrollment Appointment Request (NEAR) list, and electronic wait list to verify and validate accuracy and resolve issues; providing input during team meetings to assist in resolving problems having to do with enrollment issues or panel assignments; performing administrative follow-up actions; sharing information and collaborating with the medical team in order to ensure continuity of care; evaluating patient information and clinic schedule lists to determine whether patient is vested. Generates and monitors enrolled patient data base information for accurate health insurance data, income assessments for the Means Test and Pharmacy co-pay exemption programs on a regular basis. Performs a variety of administrative functions associated with patient care and treatment in one of several clinics performing a variety of medical services. Correspondence Prepares written correspondence for a broad spectrum of complex inquiries from internal and external customers by independently recognizing issues, topics or problems. Prepares and compose correspondence for the purpose of obtaining or supplying information. Prepares notification letters to new Veterans who are determined to be ineligible along with their appeal rights. Resolve conflicting or inconsistent information by dealing with various VA offices, sorting out errors and researching cases and events. Customer Service Actively listen to customers with respect and concern; the incumbent will pay attention to the details of the customer's needs and help the customer arrive at a satisfactory solution to the problem. Communicates and interacts with patients in a manner which is appropriate to cognitive, emotional, and chronological maturation needs of the adult and/or geriatric patient. MyHealtheVet/Secure Messaging Promotes Veteran registration for and utilization of My HealtheVet (MHV). Orients medical staff to basic administrative policies and procedures dealing with outpatient scheduling and other administrative topic. Work Schedule: Monday-Friday 8:00-4:30 Telework: Not Authorized Virtual: This is not a virtual position. Position Description/PD#: Program Support Assistant/PD000000 Requirements Conditions of Employment You must be a U.S. Citizen to apply for this job Selective Service Registration is required for males born after 12/31/1959 You may be required to serve a probationary period Subject to background/security investigation Selected applicants will be required to complete an online onboarding process Participation in the seasonal influenza vaccination program is a requirement for all Department of Veterans Affairs Health Care Personnel (HCP) Participation in the Coronavirus Disease 2019 (COVID-19) vaccination program is a requirement for all Veterans Health Administration Health Care Personnel (HCP) - See Additional Information below for details. Qualifications To qualify for this position, applicants must meet all requirements by the closing date of this announcement, 12/05/2024. 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-07 position you must have served 52 weeks at the GS-06. 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. Applicants must be eligible under the VA Interchange Agreement, having served continuously for at least one year in the other merit system under this interchange agreement. For more information regarding the VA Interchange Agreement please visit: - All Title 38 Veterans Canteen Service (VCS) employees must have served in their Excepted Service position for at least 90 days in order to be eligible for a position within the Competitive Service. - Applicants who were previously selected under a Competitive Delegating Examining Unit (DEU) announcement must have served in their position for at least 90 days prior to being eligible for other positions within the Competitive Service. 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-06 in the normal line of progression for the occupation in the organization. Examples of specialized experience would typically include, but are not limited to: Examples of specialized experience would typically include, but are not limited to: A thorough and comprehensive knowledge of pertinent laws, federal regulations, polices guidelines, VHA directive and procedures regarding VHA Eligibility requirements for healthcare benefits. An in-depth knowledge and experience in the field of VHA Eligibility and Healthcare benefits. Working knowledge of varied functions of computer spreadsheets, database computer applications, etc. to produce and maintain a wide variety of documents. A thorough knowledge of computer literacy of the degree that program systems are developed, and data entry and reports retrieval can be made. Ability to plan effectively, have sound fundamental knowledge or organizational theory and practice and have a high degree of skill in oral and written communications. Thorough knowledge of VISTA with knowledge of the registration process, entering a means test and updating demographic. You will be rated on the following Competencies for this position: Analytical Reasoning Attention to Detail Computer Skills Customer Service Oral Communication 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; religions; spiritual; community; student; social). Volunteer work helps build critical competencies, knowledge, and skills and can provide valuable training and experience that translates directly to paid employment. You will receive credit for all qualifying experience, including volunteer experience. Note: A full year of work is considered to be 35-40 hours of work per week. Part-time experience will be credited on the basis of time actually spent in appropriate activities. Applicants wishing to receive credit for such experience must indicate clearly the nature of their duties and responsibilities in each position and the number of hours a week spent in such employment. Physical Requirements: This is primarily a sedentary position, but the work requires some walking, bending, stooping and carrying of light objects such as manuals, documents, etc. Concentration and sustained performance under prolonged stress is required because of the time factors involved in completion of work assignments within deadlines. For more information on these qualification standards, please visit the United States Office of Personnel Management's website at Education There is no educational substitution at this grade level. Additional Information Receiving Service Credit or Earning Annual (Vacation) Leave: 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. Selected applicants may qualify for credit toward annual leave accrual, based on prior work experience or military service experience. This credited service can be used in determining the rate at which they earn annual leave. Such credit must be requested and approved prior to the appointment date and is not guaranteed. This job opportunity announcement may be used to fill additional vacancies. Pursuant to VHA Directive 1193.01, VHA health care personnel (HCP) are required to be fully vaccinated against COVID-19 subject to such accommodations as required by law (i.e., medical, religious or pregnancy). VHA HCPs do not include remote workers who only infrequently enter VHA locations. If selected, you will be required to be fully vaccinated against COVID-19 and submit documentation of proof of vaccination before your start date. The agency will provide additional information regarding what information or documentation will be needed and how you can request a legally required accommodation from this requirement using the reasonable accommodation process. If you are unable to apply online or need an alternate method to submit documents, please reach out to the Agency Contact listed in this Job Opportunity Announcement. Under the Fair Chance to Compete Act, the Department of Veterans Affairs prohibits requesting an applicant's criminal history prior to accepting a tentative job offer. For more information about the Act and the complaint process, visit Human Resources and Administration/Operations, Security, and Preparedness (HRA/OSP) at The Fair Chance Act.