The position is organizationally aligned under the Medical Administration Service (MAS) in the Health Benefits Section of MAS. The incumbent performs a wide variety of duties but is primarily responsible for interviewing applicants to determine eligibility for, and entitlement to, VA healthcare benefits. The Program Support Assistant (PSA) ensures that all eligible applicants are registered and enrolled, and that relevant demographic information is entered accurately in the VISTA system.

Duties

The PSA has the primary responsibility to contact applicants through whatever means available to obtain necessary information to facilitate an accurate eligibility determination and a successful enrollment. Interview applicants for VA healthcare and is expected to provide exceptional customer service, with respect and concern for the applicant. Actively listen to customers, pay attention to the details of the customer's needs and concerns and still be flexible and enthusiastic while helping the applicant understand the VA healthcare system. Inform applicants of the eligibility requirements for healthcare and other benefits, the requirement for income information applicable to the Financial Means Test and Copay Test, the requirement for insurance information and other necessary information, and be able to answer both general and specific questions about the applicant's eligibility for outpatient care, inpatient care, long term care, dental care and other healthcare system programs and entitlements. Responsible for the timely determination and verification of eligibility for all applicants, which is achieved through interactive access and input from various sources for making an eligibility determination, including, but not limited to: Review of military documents; a query through Hospital Inquiry System (HINQ); a query through Veterans Information Solution (VIS); a query through Defense Personnel Records Information Retrieval System (DPRIS); the patient data exchange system (PDX) in VistA; notification and verification through the VA Regional Office; notification and verification through the Health Eligibility Center (HEC); notification and verification through the Health Resource Center (HRC); and, by any necessary means to accomplish eligibility verification. Processes applications for CHAMPVA and Tricare beneficiaries and determines eligibility. Responsible for ensuring all eligible applicants are properly enrolled through the Health Eligibility Center and all registrations are complete with no missing data (inconsistencies.) Input all applicant information into VistA and/or Enrollment System Expansion and obtain all information necessary for processing a successful enrollment determination without any unresolved inconsistencies, to the maximum extent possible. Entering all collateral records for caregivers tied to enrolled service-connected veterans within our system. Ensuring all eligible applicants are properly enrolled through the Health Eligibility Center and all registrations are complete with no missing data (inconsistencies.) Update all enrollee information in both VistA and the Enrollment System Expansion, and obtain information necessary for processing an updated enrollment, without any unresolved inconsistencies. Monitor available reports to identify ineligible or rejected Veterans who have scheduled appointments and assist the Veterans with updating their record or transitioning care outside the VA, following approved protocol. Assist Veterans who have received Income Verification Match letters from the Health Eligibility Center to ensure the Veteran understands what information is needed, what options are available and what the impact will be to their Copays and Enrollment status. The PSA will process requests for the Veteran Health Identification Card (VHIC) to the maximum extent possible, providing authentication and verification of their identify through the IVM Identity Toolkit, before processing requests for a new VHIC. Monitor the VHIC program to ensure compliance with the program and prevent unauthorized issuance of a VHIC. All other duties as assigned. Work Schedule: 7:30 am to 4:00 pm, Monday to Friday Telework: This position is not authorized for telework. Virtual: This is not a virtual position. Position Description/PD#: Program Support Assistant/PD21054A Financial Disclosure Report: Not required

Requirements

Qualifications

To qualify for this position, applicants must meet all requirements by the closing date of this announcement, 10/17/2023. You may qualify based on your experience and/or education as described below: Specialized Experience: One (1) full year of specialized experience that equipped the applicant with the particular knowledge, skill, and abilities to perform successfully the duties of the Program Support Assistant position, and that is in or related to the work of the position to be filled. To be creditable this experience must have been equivalent to at least the GS-4 level in federal service to qualify at the GS-5 grade level. Experience for this position would consist of: experience in positions which required skill in operating a computers to type correspondence such as memorandums, letters, reports, documents, etc.; skill in operating computers, printers, typewriters, calculators, and software programs such as MS Word, Excel and Office or compatible software; experience in positions that required customer service skills such as a receptionist, receiving telephone calls, routing calls to appropriate staff, greeting the customers, etc.; and skill in oral and written communication and interpersonal relations, to appropriately and courteously relate to internal and external customers. OR Substitute of Education for Experience - 4 years above high school: Four years of successfully completed education above the high school level in any field for which high school graduation or the equivalent is the normal prerequisite is creditable for this position. This education must have been obtained in an accredited business, secretarial or technical school, junior college, college or university. One year of full-time academic study is defined as 30 semester hours, 45 quarter hours, or the equivalent in a college or university, or at least 20 hours of classroom instruction per week for approximately 36 weeks in a business, secretarial, or technical school. TRANSCRIPTS REQUIRED. OR Combining Experience and Education - Equivalent combinations of experience and education are qualifying for this position. Note: Only education beyond the second year is creditable toward meeting the specialized experience requirement at the GS-5 grade level. TRANSCRIPTS REQUIRED. You will be rated on the following Competencies for this position: Customer Service (Clerical/Technical)Integrity/HonestyReasoning (Clerical/Technical) 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: The majority of work is performed in an office setting with adequate light, heat, and ventilation. Typical office setting, subject to noise caused by multiple visits by staff, equipment and telephone interruptions when performing various functions on a daily basis. Work is mostly sedentary, however does require standing, ambulation, bending, lifting of objects of less than 25 pounds, and pushing of carts. The work involves considerable walking throughout the Medical Center to deliver and retrieve items such as death certificates. For more information on these qualification standards, please visit the United States Office of Personnel Management's website at https://www.opm.gov/policy-data-oversight/classification-qualifications/general-schedule-qualification-standards/.

Education

A transcript must be submitted with your application if you are basing all or part of your qualifications on 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. For further information, visit: http://www.ed.gov/about/offices/list/ous/international/usnei/us/edlite-visitus-forrecog.html.

Contacts

• Address Danville VA Medical Center 1900 East Main Street Danville, IL 61832 US
• Name: Danielle Taylor
• Phone: 217-554-5951
• Email: [email protected]