The position is located with the Consolidated Patient Account Center (CPAC), organizationally aligned under the Chief Finance Officer in the Veteran Services Department, with the position serving as a Program Support Assistant (PSA). The CPAC is a regionally consolidated business entity established to increase revenue operations throughout the VHA network.

Duties

The Veteran Services Program Support Assistant (PSA) serves as the primary CPAC contact for the Veteran, Veteran representative, or advocate regarding all aspects of VA 1st party copayment debt within the VA system. Explains VA financial programs, VA regulatory requirements, and available debt management options. Performs account reconciliation of first party bills needing remedy action. Responsible for all aspects of the billing level adjustment, remedy and correction actions, and overall resolution of 1st party copayment debt. Promotion Potential: The selectee may be promoted to the full performance level without further competition when all regulatory, qualification, and performance requirements are met. Selection at a lower grade level does not guarantee promotion to the full performance level. Work Schedule: Monday - Friday 8:00am to 4:30pm Compressed/Flexible: May be available, pending organizational needs Telework: VA supports the use of telework as a way to help attract and retain talented individuals in public service, increase worker productivity, and better prepare the agency to operate during emergencies. This position may be authorized for telework. Telework eligibility will be discussed during the interview process. Virtual: This is not a virtual position. Position Description/PD#: Program Support Assistant/PD53003A and PD73256A Relocation/Recruitment Incentives: Not Authorized Permanent Change of Station (PCS): Not Authorized Financial Disclosure Report: Not required

Requirements

Qualifications

***This announcement will close on 07/29/2024. The first 50 applications received will receive first consideration. Applications that are submitted after the initial cut-off number has been reached will not receive consideration unless otherwise requested by management.*** To qualify for this position, applicants must meet all requirements by the closing date of this announcement, 07/29/2024. You may qualify based on your experience and/or education as described below: For GS-05 Specialized Experience: You must have one year of specialized experience equivalent to at least the next lower grade GS-04 in the normal line of progression for the occupation in the organization. Examples of specialized experience would typically include, but are not limited to: 1) Provides timely, accurate and complete responses to customers inquiries from the Human Resource Center (HRC) using a variety of communication methods including telephone and written correspondence. 2) Documents and completes an electronic record of all actions performed, and summary of communications with the customer 3) Handles conflict and problems in dealing with customers constructively and appropriately. 4) Uses effective oral communication skills to establish and maintain effective work relationships with a broad range of people who often espouse divergent viewpoints and conflicting priorities. 5) Reviews each case, analyzes pertinent VA Policy, Federal Laws and Regulations, and determines the appropriate action necessary to complete or further move the query to resolution. Note: Evidence of specialized experience must be supported by detailed documentation of duties performed in positions held on your resume. You must provide work experience information such as hours per week, salary, and starting/ending dates of employment (month and year format) to establish you have one (1) full year of Specialized Experience at or comparable to the required grade level. OR, GS-05: Substitution of Education for Experience (TRANSCRIPTS REQUIRED): Do you possess Four (4) years of education above the high school level in any field for which high school graduation or the equivalent is the normal prerequisite. 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. OR, GS-05: Combination of Education and Experience (TRANSCRIPTS REQUIED): Do you possess a combination of successfully completed education and experience to meet the total experience requirements. (i.e. 6 months of specialized experience and 3 years of education above the high school level)? NOTE: Only education beyond the second year can be used in combination with specialized experience to qualify for this grade. For GS-06 Specialized Experience: Do you possess at least one (1) full year of specialized experience, which equips you with the particular knowledge, skills, and abilities to perform successfully the duties of the Program Support Assistant, GS-06 position, and that is typically in or related to the work of the position to be filled. To be creditable, this specialized experience must have been equivalent to the GS-05 level in Federal service to qualify at the GS-06. Examples of specialized experience include: 1) Explains financial programs, regulatory requirements and available debt management options. 2) Gathers relevant documents and data from multiple systems and completes adjustments to customer copayment accounts as needed to resolve customer requests for debt relief and assistance. 3) Documents and completes an electronic record of all actions performed, and summary of communications with the customer. 4) Conducts follow-up contact with customers through telephonic, electronic or written media to ensure all services provided. 5) Provides customer service which meets the needs of all customers while supporting mission within the specified guidelines. Note: Evidence of specialized experience must be supported by detailed documentation of duties performed in positions held on your resume. You must provide work experience information such as hours per week, salary, and starting/ending dates of employment (month and year format) to establish you have one (1) full year of Specialized Experience at or comparable to the required grade level. There is no educational substitution at GS-06 grade level. 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

For GS-05 Level 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: https://sites.ed.gov/international/recognition-of-foreign-qualifications/.

Contacts

• Address VA FCCPAC Orlando 733 13800 Veterans Way Orlando, FL 32814 US
• Name: VHA National Recruitment Center
• Phone: (844)456-5208
• Email: [email protected]