Program Support Assistant
Incumbent will also serve as back-up coverage for clerical support as needed for Nursing, Patient Care Services, assisting with scheduling duties, phone management, calling patients, when necessary, etc. Because of the increasedawareness to customer service throughout the medical center and the increased number of patients seen, the incumbent will serve as a contact for patient satisfaction and service recovery for the Nursing, Patient Care Services, independently handling problems of a complex and sensitive nature or tactfully referring calls to other areas. The incumbent is expected to make every effort to resolve concerns without further referral. Responsibility for administering the day to day activities of their assigned sections and all phases of the facility specialty program. Their assigned sections may include Nursing (Ambulatory Care; Acute Care and Specialties; Geriatrics Extended Care & Rehabilitation; Mental Health, Wellness Health and Outcomes (WHO) and Operations); Patient Advocates; Social Work; Sterile Processing and Veterans Engagement. Expertise in multiple systems including VISTA, CPRS, EPAS, and Electronic Equipment Request Portals is crucial. Independently performs annual equipment inventory requiring expert knowledge of inventory resolutions process, scanning system and technical terminology pertaining to diagnostic and treatment medical equipment and supplies. Keeps accurate and precise inventory records, agendas, staff/committee minutes and data for their assigned sections. Reconciles discrepancies for reporting to logistics and medical center administration. Acts as a support timekeeper for their assigned section(s) and other Nursing, Patient Care Services sections. Learns and proficiently utilizes ACUSTAF and VATAS for timekeeping/timecard purposes. Serves as a local expert on difficult and unusual timekeeping problems such as variable schedules. Assures accurate recording and maintenance of information concerning policies and regulations governing time and leave system. Works with payroll to correct any timekeeping issues. Independently researches, coordinates and composes replies to routine, non-clinical correspondence with no direction of supervisor. Responds to facility suspense action items, patient complaints/compliments, requests administrative reports or audits with limited oversight. Schedules meetings, conference calls, special orientations, presentations, program training, and equipment/supply delivery, installation and training. Prepares meeting minutes and has responsibility for following up on all action items to ensure completeness. Performs typing and office automation work at or above the established minimum proficiency level. A qualified typist is required. Composes and edits letters and reports, reviews correspondence for accuracy and completeness, prepares presentations outlines and develops standard or form letters and replies to inquiries. Serves as the Records Liaison for their assigned section(s). Requires completion of electronic coursework as well as classroom-based Records Liaison training. Ensures that each division employee remains compliant with VA privacy and information security directives and offers solutions to record keeping and compliance issues. Maintains clinic files in accordance with VA directives and policies. Performs additional duties as assigned to support the facility/agency.
Work Schedule: Monday-Friday 8:00am-4:30pm; work schedule subject to change based on agency needs.
Position Description/PD#: Program Support Assistant/ PD111070
Relocation/Recruitment Incentives: Not Authorized
Critical Skills Incentive (CSI): Not Authorized
Permanent Change of Station (PCS): Not Authorized
PCS Appraised Value Offer (AVO): Not Authorized