Program Support Assistant

Summary

The Program Support Assistant provides administrative support to the Patient Advocate Office – assisting the supervisor with coordinating daily operations – manages meetings – phones – and office tasks to ensure Veterans – families – and visitors receive timely – accurate – and compassionate assistance.

To qualify for this position – applicants must meet all requirements by the closing date of this announcement – 07/24/2026. Applicants may qualify based on experience and/or education as described below:

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: interpreting correspondence – mailings and directives; knowledge of basic organizational goals and daily operations; understanding of how different office functions connect;

ability to recognize urgent matters and manage scheduling under pressure; familiarity with common computer systems and Microsoft Office; awareness of VA training programs and office tools; ability to use standard office equipment and prepare correspondence and reports; basic knowledge of VA policies to provide correct information; strong interpersonal and customer‑service skills; proper telephone etiquette; ability to prioritize tasks – stay organized – and work accurately under pressure.

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 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).

Combination: Applicants may also combine education and experience to qualify at this level. You must have a combination of specialized experience and education beyond the first 60 semester hours (i.e. – beyond the second year) to meet 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).

For more information on these qualification standards - please visit the United States Office of Personnel Management's website at https://(Use the "Apply for this Job" box below)./

• Administrative Operations Support (50%) – Serve as central contact for the Patient Advocate Office
• Provide information and prepare responses
• Maintain service chiefs' calendars
• Manage mail – calls – and visitors
• Prioritize and distribute mail
• Screen calls/visitors and answer inquiries
• Schedule appointments/meetings based on office priorities
• Manage paperwork – track correspondence – and ensure timely follow‑up
• Serve as primary timekeeper: post leave – submit premium pay requests – audit timecards – and resolve exceptions
• Maintain departmental files – VA regulations – reports – and suspense documents
• Protect PHI/PII
• Follow all privacy – security – and HIPAA protocols
• Participate in meetings and stay current on VA policies and required training
• Monitor and order office supplies
• Maintain organized inventory
• Coordinate office systems – provide staff training – and resolve workflow issues
• Route complex concerns to appropriate staff
• Communicate details clearly
• Identify workflow issues and suggest process improvements
• Compile – analyze – and submit scheduled and nonscheduled reports
• Summarize inquiries – identify key information – and prepare follow‑up actions
• Clerical Duties and Data Collection (50%) – Greet and assist patients – families – and visitors
• Determine urgency of inquiries
• Provide navigation and information support
• Promote a positive – patient‑centered environment
• Handle distressed callers with professionalism
• Triage and route concerns…