Program Support Assistant (OA) Community Based Outpatient Clinic

The incumbent will act as the Service Level Advocate acting to alleviate any patient complaints prior to being escalated to higher offices such as Congress and the White House Hotline. This duty will consist primarily of listening to Veterans concerns accessing the CPRS medical records and coordinating with other programs and individuals to achieve the best resolution.

Independently manage position responsibilities with little supervision as well as set priorities and deadlines adjusting the flow and sequencing of the work to meet PACT Team Ancillary Services and patient needs. Performs work related to !he acquisition and/or development of program information resource materials and personnel to support the activities of the PACT Program and Ancillary Services.

Maintains the facility PACT Metric Dashboard by researching printing updating and posting data that is presented biweekly to the Executive Leadership by the PACT Coordinator. Prepares and maintains PACT clinic profiles for each Teamlets clinical utilization needs. Updates the following reports daily: Open Encounter Patient Advocate Tracking System Secure Messaging Report Clinical Reminder Report and other PACT and Ancillary Services reports as needed.

Tracks and maintains the PACT Nursing competencies to keep the PACT Coordinator and the Nurse Manager abreast of up-coming delinquent policies. Transcribes dictation of minutes of various meetings which the Nurse Manager and Administrative Officer chairs. Uses reference sources to ensure proper format grammar punctuation and spelling on the final copy. Distributes agendas for committee meetings and uploads all pertaining agendas minutes action item tracking log attendance roster to the SharePoint of such Board or Committee.

Coordinates travel arrangements to ensure necessary paperwork is completed prior to and after travel. Serves as primary Timekeeper for nursing staff.

Performs other duties as assigned.

Work Schedule: Monday - Friday 7:45 a.m. - 4:30 p.m.
Telework: Not Available
Virtual: This is not a virtual/remote position.
Position Description/PD#: Program Support Assistant (OA) - Community Based Outpatient Clinic / PDA
Relocation/Recruitment Incentives: Not Authorized

Conditions of employment

• You must be a U.S. Citizen to apply for this job
• To be considered for this position you must complete all required steps in the process. In addition to the application and questionnaire this position requires an online assessment. The online assessment measures critical general competencies required to perform the job.
• Selective Service Registration is required for males born after 12/31/1959
• Physical Requirements: The work required does not inherently include any physical requirements essential for successful job performance that could not otherwise be performed with accommodation or workplace adjustment. A pre-placement physical examination is not required.
• Subject to background/security investigation
• Selected applicants will be required to complete an online onboarding process. Acceptable form(s) of identification will be required to complete pre-employment requirements ( Effective May 7 2025 drivers licenses or state-issued dentification cards that are not REAL ID compliant cannot be utilized as an acceptable form of identification for employment.
• Participation in the seasonal influenza vaccination program is a requirement for all Department of Veterans Affairs Health Care Personnel (HCP)

• your performance and conduct;
• the needs and interests of the agency;
• whether your continued employment would advance organizational goals of the agency or the Government; and
• whether your continued employment would advance the efficiency of the Federal service.

Qualifications

To qualify for this position applicants must meet all requirements by the closing date of this announcement 02/09/2026.

You may qualify based on your experience and/or education as described below:

• GS-5 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: knowledge of medical terminology; knowledge in the advanced usage of a word processing system Microsoft Office Word Outlook Excel PowerPoint and the ability to learn to use clinical programs for extracting date (office automation); knowledge of office administrative tasks such as schedule management filing coordinating meetings composing letters and memorandums; independently manage position responsibilities with little supervision; completes special projects in support of policy development. OR
• Education: Applicants may substitute education for the required experience. To qualify based on education for this grade level you must have four years above high school. 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. (Transcript Required) OR
• Combination: Applicants may also combine education and experience to qualify at this level. You must have an combination of specialized experience and education beyond the first 60 semester hours (i.e. beyond the second year) to be 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)

Required Experience:

Junior IC