The Program Assistant provides administrative and management support for the Office of the Medical Center Director and the Veteran Experience Office. He or she serves as a liaison for the Veteran Experience Office in a variety of situations requiring coordination/assistance for patients and their family members, Medical Center Staff, Congressional Staff, and additional contacts outside of the organization.

Duties

Major duties include, but are not limited to the following: Refers Veteran/Family concerns to the respective Service or Patient Advocate, unless it can be resolved at the Program Assistant level Acts as the liaison to other managers and staff within the Medical Center and provides accurate advice on procedures, reports, requirements, and other matters necessary to implement the Medical Center Policies, Directives, and instructions Advises the Staff Assistant and the Veteran Experience Officer of important office issues arising during the Staff Assistant's and Veteran Experience Officer's absence, and brings significant items in reports, files, and correspondence to the Staff Assistant and Veteran Experience Officer's attention Performs work involving the collection, compilation, and tracking of Survey of Health Experiences of Patients data, Veteran Signals and other statistical information in support of the organization's Veteran Experience Program Maintains records of program-specific information to track timelines on congressional inquiries, program improvement initiatives, project timelines/milestones, etc. Provides Public contact support services such as answering the telephone, referring visitors, or providing information about the office, its functions, and standard operating procedures as well as similar information Informs Managers of the Medical Center's view on current issues and programs Researches files, develops and assembles background information for the office of the Director's correspondence and reports Serves as coordinator for questions including interpretation of policy relating to the provision of healthcare services Identifies existing/ potential problem areas, suggests solutions or alternatives to existing procedures which contribute to these problems Acts to resolve problems, expedite services, or implement necessary corrective measures within established facility policies Makes inquiry into patient complaints, initiates action, or changes necessary to correct problem situations, and reports on corrective measures taken to the patient or the patient's representative and to a supervisor or higher-level staff, as appropriate Provides assistance to callers and visitors and determines appropriate action/referrals. Responds to questions/concerns from Veterans pertaining to services Provides advisory and technical assistance to Veterans, administrative staff and professional staff regarding medical care Receives and listens to complaints and grievances from Veterans or from individuals on behalf of Veterans Receives, schedules, refers, and contacts members of the staff, agency, and persons outside the agency ranging from other government agencies to the general public Processes incoming and outgoing materials such as correspondence, reports, memoranda, and other forms of written communication Uses the computer system and other office automation equipment and processes in editing, formatting and printing word processing and spreadsheet documents to meet the established time frames Provides clerical, mail and correspondence for proper attachments or consolidating/coordinating submittals of information Serves as the alternate for the Secretary of the Medical Center Director, Associate Director for Administration, and Assistant Director during the absence of the primary in those positions Provides secretarial services such as maintaining calendars and recording appointments, and/or scheduling meetings, video conference calls, telephone conference calls, and administrative conference details Performs work in support of general management and/or program analysis functions in which knowledge of the purpose, operation, methodology, and techniques characteristic of the program are required Obtains and monitors the use of services, supplies, or equipment for the office Screens calls, determines if the call requires their attention, and personally provides requested information when possible Edits/ composes letters and reports, reviews correspondence for accuracy and completeness, prepares public presentation outlines, and develops standard or form letters and replies to inquiries Takes and transcribes all taped or handwritten notes and prepares meeting minutes. Material presented in final form is virtually always free of typing, format, and assembly errors Receives and handles concerns ensuring that quality service is rendered in a timely, competent and caring manner Responds and/or reviews issues and requests related to Information regarding provisions for medical care, eligibility, etc., clarifies issues, and evaluates the need for additional information Work Schedule: Monday through Friday 8:00am to 4:30pm Position Description Title/PD#: Program Assistant/PD12030O Physical Requirements: The work requires no special physical demands and is mostly sedentary. It may involve some walking, standing, bending, or carrying of light items

Requirements

• You must be a U.S. citizen to apply for this job
• Subject to a background/suitability investigation
• May serve a probationary period
• Selective Service Registration is required for males born after 12/31/1959
• A complete application package; Resume, Transcripts, etc.
• Selected applicants will be required to complete an online onboarding process

Qualifications

To qualify for this position, applicants must meet all requirements by the closing date of this announcement. GS-05 grade level: One year of specialized experience (equivalent to the GS-004 grade level in the federal service); experience that equipped the applicant with the particular knowledge, skills and abilities (KSA's) and other characteristics to perform successfully the duties of the position, and that is typically in or related to the work of the position to be filled, in the normal line of progression for the occupation in the organization. Specialized Experience: You must have one year of specialized experience equivalent to at least the next lower grade GS-4 in the normal line of progression for the occupation in the organization. Examples of specialized experience would typically include, but are not limited to: Processing incoming and outgoing materials such as correspondence, reports, memoranda, and other forms of written communication; Serving as coordinator for questions including interpretation of policy relating to the provision of healthcare services; Receiving and listening to complaints and grievances from Veterans or from individuals on behalf of Veterans; Referring Veteran/Family concerns to the respective Service or Patient Advocate as appropriate unless it can be resolved at the Program Assistant level. OR Education: Applicants may substitute education for the required experience. To qualify based on education for this grade level you must have four (4) years of education above the high school level. OR Combination: Applicants may also combine education and experience to qualify at this level. You must have a combination of specialized experience and education beyond the first 60 semester hours (i.e., beyond the second year). 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.

Education

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: http://ope.ed.gov/accreditation/.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.

Contacts

• Address Jerry L Pettis Memorial Veterans Hospital 11201 Benton Street Loma Linda, CA 92357 US
• Name: Roberto Mejia
• Email: [email protected]