Program Support Assistant
: Job Details :

Summary The Telehealth Program Support Assistant position serves as a Telehealth Clerk and is a foundational role within the Telehealth department. Telehealth is comprised of Home Telehealth which is the systematic implementation of health informatics, home Telehealth, and disease management to support the care of the Veteran patients with chronic health conditions. This position is located at the Fort Wayne Facility. Responsibilities The Advanced Level Program Support Assistant (PSA) position serves as a Telehealth clerk and is a foundational role within the Telehealth department. The Program Support Assistant focuses and works collaboratively with all members of the Telehealth department and expanded health care disciplines including primary care teams, social workers, dieticians, behavioral health staff, etc. to provide a robust interdisciplinary approach to care. Performs work involving the collection, compilation, and/or tracking of data and statistical information in support of the program operation. Receives and processes documents and reports in accordance with established procedures. Reviews documents and reports for completeness and enters pertinent information into an automated tracking system. Performs office automation duties using such software applications as electronic mail, desktop publishing, calendar, spreadsheet, database, and/or graphics. Assists other users with regard to selection of applications, training on a variety of standard application packages, and selection of appropriate formats and procedures for each task. Integrates several types of software to generate specific working documents and forms such as spreadsheet, database, word processing, desktop publishing, graphics, and other similar products. Selects appropriate system, application, and format. Performs typing work, whether from voice recordings or written material on either an electric typewriter, or using word processing software and equipment. Word processing software and printing devices are used to produce a variety of standardized documents such as lettersand reports. Communicates professionally when interacting with patients and staff. Completes follow-up calls with patients/caregivers after admission into Home Telehealth (HT) for questions, concerns, or technical problems. Prepares, composes, or reviews correspondence prepared for the purpose of obtaining or supplying information. Serves as a primary contact for all persons presenting to the Telehealth Program. Must at all times display professionalism, courtesy and tact to ensure the most positive Image is presented. Monitors the progress of management's reports, notes, data, etc., to ensure their satisfactory conclusion by preparing correspondence for the specified manager and supervisor, including their communication to principals within the agency. Schedules appointments, coordinates meetings, and/or schedules conferences. Provides general calendar maintenance clerical services such as maintaining calendars and recording appointments, or arranging for meeting and small conference administrative details. Follows up to ensure observance of deadlines and coordination of internal comments and clearance. Understands the importance of proper patient instruction in meeting the patient's goals. Completes the necessary documentation of patient instruction and workload. Proficient in Microsoft Office word and excel and able to utilize access database. Calls patients who have not completed the expected number of sessions weekly/monthly to determine if there is a technology problem or to encourage the patient to improve compliance. Utilizes vendor help-desk to assist in troubleshooting. Evaluates in home equipment issues as necessary to assess problem areas requiring correction. Work Schedule: Monday - Friday, 7:30 am - 4:00 pm (Subject to change depending on the needs of the agency). Virtual: This is not a virtual position. Position Description/PD#: Program Support Assistant/PD91918A Relocation/Recruitment Incentives: Not Authorized Critical Skills Incentive (CSI): Not Approved Permanent Change of Station (PCS): Not Authorized PCS Appraised Value Offer (AVO): Not Authorized 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, 11/20/2024. 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-06 position you must have served 52 weeks at the GS-05. 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: performs work involving and collection, compilation, and / or tracking of data and statistical information; focuses and works collaboratively with all members of the Telehealth department and expanded health care disciplines including primary care teams, social worker, dieticians, behavioral health staff; enrollment of patients into Telehealth and equipment training for patients; communicates professionally when interacting with patients and staff; keeps staff and facility Telehealth coordinator abreast as to any changes in programming protocol or troubleshooting tactics identified for future reference; serves as a primary contact for all persons presenting to accordance with established procedures; reviews documents and reports for completeness and enters pertinent information into an automated tracking system; assists in the planning, review, and reporting of data/statistical results of program/ project studies; manages program resources to facilitate safe, effective, and efficient patient care; performs typing work, whether from voice recordings or written material; utilizes web-base software; evaluates in home equipment issues as necessary to assess problem areas requiring correction; tracks problems and interventions for further evaluation of products and procedures; collaborates with telehealth staff to promote patient plan of care and treatment goals; prepares, composes, or reviews correspondence prepared for the purpose of obtaining or supplying information; follows up to insure observance of deadlines and coordination of internal comments and clearance. Performs other duties as assigned. PROFICIENCY REQUIREMENTS In addition to meeting experience or education requirements, applicants for this position must show possession of the following skills, as appropriate. Applicants may meet this requirement by passing the appropriate performance test, presenting a certificate of proficiency from a school or other organization authorized to issue such certificate by the Office of Personnel Management local office, or by self-certifying their proficiency.40 words per minute typing speed. Performance test results and certificates of proficiency are acceptable for 3-years. Agencies may verify proficiency skills of self-certified applicants by administering the appropriate performance test:. . You will be rated on the following Competencies for this position: Administration and Management Communication Computer Skills Customer Service (Clerical/Technical) Manages and Organizes Information 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: Work pace ranges from sedentary to rapid pace, and Includes walking, standing, bending, and reaching. It includes lifting of Telehealth equipment from storage to patient. Work requires specific, but common, physical abilities such as manual dexterity and agility. 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. Note: Only education or degrees recognized by the U.S. Department of Education from accredited colleges, universities, schools, or institutions may be used to qualify for Federal employment. You can verify your education here: 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: Additional Information VA Healthcare System Serving Ohio, Indiana and Michigan (VISN 10) advocates for a Whole Health System of care in each of the Medical Centers. This is an approach to healthcare that empowers and equips people to take charge of their health and well-being and live their lives to the fullest. As an employee operating in a Whole Health System of care, you will operate in a model with three core elements, seeking to create a personalized health plan for each Veteran. This is done in the context of healing relationships and healing environments and a connection back to the Veteran's community. This aligns with the Veterans Health Administration (VHA) Mission Statement to Honor America's Veterans by providing exceptional health care that improves their health and well-being. There is space in the additional information field, at the end after the statement: If you are unable to apply online or need to fax a document you do not have in electronic form, view the following link for information regarding an Alternate Application. This job opportunity announcement may be used to fill additional vacancies. 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.