The VA Northeast Ohio Healthcare System is recruiting for a Program Support Assistant. The Program Support Assistant provides support to the Patient Experience Program, which is located in Employee/Patient Experience Service (EPES), for incoming and outgoing Patients.

Duties

Duties include but are not limited to: Provide Program Support for incoming/outgoing Veterans/Patients to receive positive experiences. Responds to questions from patients incoming to the hospital concerning healthcare services and benefits available. Works with Providers, Nurse Managers, and Service Level Advocates (SLA) to help resolve issues and concerns and communicating with patients about their experiences of care. Performs general administrative support related to the inpatient/outpatient entering and exiting the hospital. Performs patient look up in the Bed Management System (BMS) as needed for visitors and patient drop offs. Performs typing work, whether from voice recordings or written material using word processing software equipment. Types letters, reports, schedules, call lists, and other general office material. Work Schedule: Monday - Friday; 8:00am - 4:30pm Virtual: This is not a virtual position. Position Description/PD#: Program Support Assistant/PD91508-A 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 Financial Disclosure Report: Not required

Requirements

Qualifications

In order to qualify for this position, you must meet the following requirements within 15 calendar days of the closing date listed on the announcement: 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. 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: https://www.opm.gov/policy­ data-oversight/hiring-authorities/competitive-hiring/. 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. In addition to the qualification above you must also have: 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: providing assistance to patients, administrative staff and professional staff regarding the in-patient's stay, ensuring that quality service is rendered in a timely, competent, and caring manner, communicating with patients about their experiences of care, sorting and processing incoming correspondence, reviewing issues and requests related to information regarding provisions for medical care, eligibility, etc., collecting and compiling patient experience data and telephone inquiries, coordinating incoming data from a variety of sources and, maintaining databases which contain a wide variety of veteran specific information. You will be rated on the following Competencies for this position: Accountability Conflict Management Information Management Interpersonal Skills Manages and Organizes Information Oral Communication Organizational Awareness Planning and Executing Problem Solving Reasoning Standards Written Communication Communication Compliance Computer Skills 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 work includes walking, standing, bending, carrying of light items, and occasionally assisting with a wheelchair. In some instances, relationships with patients and caregivers can become intense and the incumbent is constantly exposed to high levels of stress and anxiety. This position demands emotional stability, as the incumbent is deeply involved with many challenging, seriously ill, and/or dying patients and their caregivers. 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

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: 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 VA Northeast Ohio Healthcare System 10701 East Boulevard Cleveland, OH 44106 US
• Name: Ron Smith
• Phone: 216-791-2300 X42155
• Email: [email protected]