The Program Support Assistant assigned to the Connected Care Program at the Erie VA Medical Center and is under the direct supervision of the Connected Care Facility Manager/Facility Telehealth Coordinator/Nurse Manager. The Program Support Assistant maintains the administrative functions of the Connected Care Program and assists the Connected Care Facility Manager/Facility Telehealth Coordinator/Nurse Manager with duties as assigned.

Duties

Position Description/PD#: Program Support Assistant (OA)/PD00969A Work Schedule: Monday - Friday, 7:30am - 4:00pm Major Duties include but are not limited to: Maintains calendar of appointments for meetings, conference calls and other various scheduled activities. Prepares travel requests, schedule conferences, coordinate meetings, and takes minutes of various meetings pertaining to the Connected Care Program or any future assignments or projects. Submits requests for purchase of supplies that are required for the daily function of the Connected Care Program and any associated Telehealth/MHV staff. Orders necessary equipment for the care line, as assigned, and assists other service lines in ordering process for the telehealth technology. Coordinates administrative functions with the Connected Care Facility Manager/Facility Telehealth Coordinator/Nurse Manager and provides assistance in their absence. Maintains program record system including both administrative and clinical data summary information in accordance with local facility record management guidelines. Serves as the Record Liaison for the Connected Care Program. Supports deployment and implementation of new telehealth equipment and/or services aimed at improving service. Plays a critical support role in implementing internal review systems to assure that administrative activities follow agency, accrediting, and regulatory requirements. Develops, promotes, and maintains effective communications with other services to enhance a mutual understanding and acceptance of responsibilities. Considers the healthcare system's strategic goals of maximizing current and future resources, improving delivery and continuum of care, promoting a positive image, and customer satisfaction within the Medical Center. Provides administrative support related to opportunities to improve customer service. Organizes, maintains, and revises relevant materials and documents (binder, PowerPoint presentations, etc.) for surveys (Commission on Accreditation of Rehabilitation Facilities (CARF), The Joint Commission, (TJC), etc.) and other purposes. Serves as point of contact for patients, medical center staff, Veterans Integrated Service Network 4 (VISN 4) staff, community agencies, and any others who contact the program office. Performs all clerical support duties required by the Connected Care team. Coordinates the prioritization of work to assure that work is completed in a timely manner. Performs typing and filing, prepares materials for publication such as pamphlets, certificates, forms, graphs, technical manuals or comparable items. Provides data entry for all programs and/or documents used or distributed by the team, including but not limited to Vista and MS Office software. Prepares and distributes copies of documents and materials used by the Connected Care Program including memorandums, tracking supplies, ordering equipment, procedure and protocol handouts, teaching documents utilizing MS office for windows. Answers telephone made to the Connected Care Program and provides required information and/or assistance or makes referral to the appropriate nursing staff members for assistance. Inputs required data into telehealth programs utilizing various VHA databases within and outside the facility. Compiles and prepares accurate reports of pending consults, patient need, scheduling problems, as well as demand estimates. Serves as a key contact for the Telehealth Program. Discusses program areas with Connected Care Facility Manager/Facility Telehealth Coordinator/Nurse Manager or designee to identify and implement remedial action to be taken. Recommends and implements amendment of program procedures and practices as necessary. Compiles data for provider monitors that include workload, wait times, missed opportunities, medical record completion, customer satisfaction, continuing education, and training requirements, as well as other data identified. This data is compiled on a daily, weekly, or monthly basis and recorded on a quarterly basis. Assists management and patient care teams with ensuring timely completion of medical record Plays a major role in assisting the nurses in the performance of activities related to the program, including the discontinuation of authorized equipment, quality improvement processes, and suggestion of performance improvement strategies to program staff. Ensures Telehealth Consults are completed in a timely fashion. Provides appropriate telehealth clinic set ups and assists other services, departments and care lines across the facility with proper telehealth coding and clinic set up. Performs other duties as assigned. Compressed/Flexible: Not Authorized Telework: Available - Ad-Hoc Virtual: This is not a virtual position. Relocation/Recruitment Incentives: Not Authorized Critical Skills Incentive (CSI): Not Authorized Permanent Change of Station (PCS): Not Authorized Financial Disclosure Report: Not required

Requirements

Qualifications

To qualify for this position, applicants must meet all requirements by the closing date of this announcement, 12/29/2023. Typing Proficiency: Must be able to type 40 words per minute. 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. You may qualify based on your experience as described below: 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: performing clerical/administrative duties in an office environment; answering and directing phone calls; preparing correspondence; maintaining files/records; and using a computer to perform a variety of support tasks. At this grade level, applicants should have good verbal and written communication skills and the ability to perform assignments independently with minimal oversight. You will be rated on the following Competencies for this position: AccountabilityClericalComputer SkillsCustomer ServiceFlexibilitySelf-ManagementTeamwork Preferred Experience: previous experience with Microsoft Office software, my healtheVet, and scheduling platforms including Virtual Care Manager 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 mostly sedentary, but also demands some standing, walking, bending, lifting, and carrying of, clinical folders, forms, and miscellaneous supplies to various locations within the medical facility. 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.

Contacts

• Address Erie VA Medical Center 135 East 38th Street Erie, PA 16504 US
• Name: Margie Brooks
• Phone: (412) 822-1090
• Email: [email protected]