The incumbent is within the Patient Administration Service (PAS), reporting to the Administrative Officer, PAS, Central Texas Veterans Health Care System (CTVHCS). The Primary Purpose of the Position is to support the "customer service", patient-centered advocate program within Patient Administration Services (PAS) to include education as well resolving customer service issues between the Veterans and the hospital staff, community provider, and the VA contractor.

Duties

The incumbent will perform a variety of duties, including but not limited to, the following: Working on the Veteran's behalf on a variety of questions, and issues involving problem resolution and supporting the patient representative. Collecting and identifying issues that occur on a repetitive basis and identifying trends and system gaps across all lines of authority to encompass all programs and services. Performing a variety of administrative and clerical duties in support of the organizational unit. Performing office automation support using multiple automated programs and software such as databases, spreadsheets, and graphics in support of the administrative and clerical work. Supporting and improving patient relations for the Patient Administration Services advocating for the veteran to provide patient-centered customer service and support. Supporting the maintenance of education materials, requests for education, and community outreach events. Serving as a support liaison to Executive Leadership, Congressional Liaison Representative, Facility Patient Advocates and various service level advocates ins responding to Whites House Hotlines, Congressional Inquiries, and various patient tracking reporting cases with the goal of resolving issues. Work Schedule: Monday-Friday, 7:30am-4:00pm or 8:00am-4:30pm Position Description Title/PD#: Program Support Assistant (OA)/674-00711-A 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.

Requirements

• You must be a U.S. citizen to apply for this job
• Subject to a background/suitability investigation
• May serve a probationary period
• Selective Service Registration is required for males born after 12/31/1959
• A complete application package; Resume, Transcripts, etc.
• Selected applicants will be required to complete an online onboarding process

Qualifications

To qualify for this position, applicants must meet all requirements by the closing date of this announcement. GS-06 grade level: One year of specialized experience equivalent to the GS-05 grade level in the federal service, that equipped the applicant with the particular knowledge, skills and abilities (KSA's) and other characteristics to perform successfully the duties of the position, and that is typically in or related to the work of the position to be filled, in the normal line of progression for the occupation in the organization. Specialized experience includes: Performing administrative and clerical support duties such as, scheduling and coordinating meetings, responding to email and written requests; Collecting, analyzing, and tracking data for reporting on cases and status of suspense items; Communicating with patients orally and in writing; Receiving complaints from patients or individuals on behalf of the patient and assisting with solutions or providing answers to inquires; Organizing office procedures and reports; Performing office automation duties using various software applications such as databases, spreadsheets, and graphics to support the department needs. You will be rated on the following competencies for this position: Customer Service Analysis and Problem Solving Communication Note Screen out: This is an Office Automation (OA) position; You are required to type at least 40 words or more per minute. You must certify that you are able to type 40 words per minute with three or fewer errors. There is no educational substitution for the GS-06 level. 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.

Education

Education is not required for this position.

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]