Provides administrative support to the Chief, Veteran Centered Care Service (VCC) and Patient Advocates for the Central Texas Veterans Health Care System. The incumbent is responsible for independently performing these duties and must have a broad knowledge base of the health care system and the responsibilities of the Patient Advocates. Provides support for Customer Service Activities to the Chief, VCC Service, Customer Service Coordinator and Performance Measure Coordinator for the CTVHCS.

Duties

Major Duties as Assigned, but not limited to: Maintains subject matter files and records that relate to the work of the patient advocacy office. Establishes and maintains logs showing the status of actions and correspondence. Ensures that files include all required documents and that all documents are properly signed. Receives visitors and telephone calls to the office, determines the nature of requests and directs callers to appropriate staff. Provides the information desired when routine or procedural matters are involved. Makes appointments based on shared knowledge of the schedule and commitments of the patient advocates. Responds to routine requests for information such as status of reports, suspense dates for matters requiring compliance and similar information readily available for the files. Receiving incoming correspondence, screening material prior to distribution for suspense dates, establishing controls and following up with appropriate administrative staff as needed. Maintains strict confidentiality in all correspondence and communication, i.e., proficiencies, performance appraisals, disciplinary actions, patients issues, etc. Privacy and confidentiality of information are a right of patients and employees and must be maintained at all times. Maintaining confidentiality and privacy are compliance issues with JCAHO, VA and other regulatory agencies and policies. Establishes and maintains effective working relationships with co-workers, other services, and other staff through effective listening and interpersonal skills (written, verbal, and nonverbal). Will participate in Post Discharge Contact Program and other customer service survey programs. Frequently receives unclear inquiries from Veterans concerning a variety of medical, personal and administrative matters; determines nature of inquire and independently responds to inquiries when appropriate or refer Veteran to other medical center staff when necessary. Keep supervisor informed. Frequently participates in service recovery duties with Veterans and families. May directly assist family members and Veterans when indicated. Will assist in customer service issues and refer complex issues to the appropriate level. Operates personal computers to access VA software applications as well as various other types of software (Excel, Outlook, Access, PowerPoint, etc., as required by CTVHCS Leadership. Supports the mission, vision, goals and values of CTVHCS, including Baldridge Criteria, organizational assessment teams and participation in process improvement activities. Ensures all actions and interactions are within the guidelines of VHA and Center directives and policies regarding cultural diversity, prevention of sexual harassment, EEO, etc., by executing assigned duties and responsibilities in a professional, appropriate manner. Processes EEO complaints, grievances, and alternate dispute resolutions. Adheres to policies and procedures and the VA-AFGE Master Agreement/negotiated contract as they pertain to work-related injuries and illnesses. Maintains an efficient and safe work environment and environment of care (e.g., overall appearance of assigned space, noise levels, orderliness, and cleanliness). A clean, orderly work environment impacts on the image the employee presents to his/her customers, as well as the image of the Center in the community. May serve as time keeper and/or back-up time keeper for the service. Other duties as assigned. Work Schedule: Monday thru Friday, 8:00 am - 4:30 pm Virtual: This is not a virtual position. Position Description/PD#: Program Support Assistant (OA)/PD07170A Relocation/Recruitment Incentives: Not Authorized Permanent Change of Station (PCS): Not Authorized Financial Disclosure Report: Not required

Requirements

Qualifications

You may qualify based on your experience and/or education as described below: 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: independently performing clerical and administrative support duties related to preparing forms and correspondence; receiving visitors and telephone calls; maintaining strict confidentiality for correspondences and communication; and utilizing and understanding computer operations and automated systems (such as various Microsoft Office programs) to create spreadsheets, databases, and reports and data entry. 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 above high school education. (TRANSCRIPT REQUIRED) OR, Combination: Applicants may also combine education and experience to qualify at this level. Equivalent combinations of successfully completed post-high school education and experience may be used to meet total experience requirements at grades GS-5 and below. You must have an combination of specialized experience and education in excess of the first 60 semester hours (i.e., beyond the second year) is creditable toward meeting the specialized experience requirement. One full academic year of study (30 semester hours) beyond the second year is equivalent to 6 months of specialized experience. (TRANSCRIPT REQUIRED) In addition to meeting specialized experience requirements, applicant for this position must show possession of the following skills: Typing proficiency - Ability to type 40 words per minute. You will be rated on the following Competencies for this position: Clerical Customer Service Listening Speaking 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 is sedentary. Some work may require movement between offices, hospitals, warehouses, and similar areas for meetings and to conduct work. Work may also require walking/standing, in conjunctions with travel to and attendance at meetings and/or conferences away from the work site. Incumbent may carry and lift light items weighing less than 15 pounds. 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: If your school has changed names, or is no longer in existence, you must provide this information in your application.

Note: If your school was accredited by the Department of Education at the time of graduation but is no longer listed on the Accreditation: Postsecondary Education Institutions | U.S. Department of Education website, you must provide documentation of accreditation with your application packet.

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 Central Texas Health Care System 1901 Veterans Memorial Drive Temple, TX 76504 US
• Name: VISN 17 SSU USAS Group
• Email: [email protected]