The Program Support Assistant supports the Home Telehealth (HT) program and Care Coordinators. The HT program utilizes innovative technologies to enhance care coordination and to proactively manage chronic health needs and prevent healthcare crises. The HT team uses different types of in-home messaging devices to monitor, track and trend Veteran responses and collaborates with PACT and Specialty providers to coordinate care to decrease unscheduled PACT visits, ED visits and hospitalizations.

Duties

The Veterans Health Administration expands the provision of patient care beyond institutional settings, such as the Department of Veterans Affairs Hospital, by utilizing innovative telecommunication technologies to enhance care coordination and to proactively manage chronic pain to prevent healthcare crises. Program Support Assistant (OA) is responsible for attaining and maintaining basic competencies for operation of the technology devices use by patients at home, to assist in troubleshooting problems for patients, answering questions for patients and staff, and supporting the HT team. Duties also include but are not limited to: Correspond via email/Microsoft Teams and utilizes encryption (PKI) for sensitive information (PHI), maintains calendars and schedules meetings. Communication via written format, prepare letters, generate a wide variety of reports, maintains meeting minutes. Accurately compiles, prepares, and submits reports in a timely manner, creates graphs to display data, and maintains electronic files. Enter data, audit and correct discrepancies on vendor sites related to equipment, patient status and VISTA integration. Maintain inventory of equipment utilizes, order supplies for daily operation of the program, compile cost reports as requested. Gather data on admissions, discharges, census, and turnover, compile overall program and coordinator statistical data. Track incoming consults and provide to Lead for distribution of consults to care coordinators, monitor open consult status. Show initiative to refine processes and suggest improvements to promote communication and workflow. Act as initial contact person for patients, staff, and public inquiries, appropriately dispositions caller. Troubleshoots basic equipment problems over the telephone and utilizes available resources as appropriate and necessary. Completes Video Visit education and test calls for all HT assigned enrollments. Assembles and mails enrollment packets, tracks and trends non-responder information and contacts non-Responders via telephone or sends out letters if unable to reach via phone. Work Schedule: Monday - Friday 7:30 AM - 4:00 PM Telework: Ad-hoc may be authorized as determined by the agency policy. 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 (Office Automation)/PD10831A Relocation/Recruitment Incentives: Not Authorized Permanent Change of Station (PCS): Not Authorized

Requirements

Qualifications

To qualify for this position, applicants must meet all requirements by the closing date of this announcement, 12/11/2024. 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. Typing Proficiency: This position requires the skills of a qualified typist. In addition to meeting the experience requirement described below, you must be able to type at least 40 words per minute. 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: Perform administrative support of Home Telehealth and assist with any future proposals/projects that are implemented. Balancing daily routine and non-routine varied administrative tasks, handling data and assisting with coordination of enrolled patients. Attain and maintain computer skills (e.g., word processing, CPRS, VISTA, Excel, MS PowerPoint) and communication tools such as MS Outlook and Teams. Input and manipulation of required data into vendor sites and the electronic HT database in a timely fashion, as this information impacts performance targets for HT as well as PACT. Maintain, compile, and calculate data on electronic spreadsheets as well as develop graphs and tables to trend for performance improvement and daily reporting of HT functions, to promote efficiency and productivity within the program. You will be rated on the following Competencies for this position: ClericalComputer SkillsCustomer Service (Clerical/Technical)Problem Solving 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 partly sedentary, but walking to all parts of the work location or Medical Center is required since this position works with a variety of clinical and administrative services. 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 CW Bill Young Department of Veterans Affairs Medical Center 10000 Bay Pines Boulevard Bay Pines, FL 33744 US
• Name: Rebecca Bretzer
• Phone: 813-816-7155 X110056
• Email: [email protected]