Program Support Assistant

Full Job Description

This position provides first level administrative enrollment support services in the Health Eligibility Center's (HEC) Enrollment Eligibility Division (EED).

VA Health Eligibility Center is VHA's authoritative source for enrollment and eligibility activities that support the delivery of VA health care benefits and is responsible for ensuring the integrity of VA's enrollment system.

To qualify for this position, applicants must meet all requirements by the closing date of this announcement, 04/14/2026.

You may qualify based on your 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: 1) Performing data entry in a computer database.

2) Researching and applying federal regulations, directives, policies and procedures. 3) Responding to phone and written inquiries from customers at all levels.

4) Utilizing clerical software programs to complete administrative duties (i.e. Microsoft office: Word, Excel, PowerPoint, Outlook, SharePoint, Teams).

5) Applying the Privacy Act and Freedom of Information Act when providing information verbally and in writing. OR, Education: Applicants may substitute education for the required experience.

To qualify based on education for this grade level you must have four years of education above the high school level obtained in an accredited business, secretarial or technical school, junior college, college or university.

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 two years.

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/.

Major Duties:

Duties include, but are not limited to: Enters all data into the National Enrollment System based upon a Veteran's submission of application for benefits.

Processes requests to update Veterans' demographic, military and financial, eligibility and enrollment information by entering the information into the HEC database and transmits updates to Veterans Health Administration (VHA) facilities involved in the veteran's care.

Reviews eligibility documents such as DD-214s and enters information into Enrollment System correctly.

Assists Veterans in obtaining appropriate documentation needed to determine eligibility for medical care.

Assists in the investigating problems or situations related to eligibility that may require special attention.

Maintains basic knowledge of various VA directives, HEC policies and publications pertinent to eligibility.

Escalates complex cases using the appropriate disposition code for review by a Legal Administrative Specialist (LAS).

Applies rules and regulations relative to veteran's eligibility for VA health care benefits. Answers incoming calls and initiates outbound calls to Veterans, agency staff and other outside sources.

Prepares and types letters, reports, tabulated data, memoranda, etc., in draft or final form from typed or handwritten draft and assists in compiling and maintaining data for a variety of reports.

Responsible for files maintenance, scanning and packaging of documents.

Sorts and distributes messages and incoming and outgoing mail for the Division, recording the receipt, suspense and completion dates as appropriate.

Work Schedule: Full-time, Monday-Friday, 8 hour shift between 6:45am - 7:15pm. Remote: This position is not authorized for Remote work. Telework: This position may be authorized for Telework.

Telework eligibility will be discussed during the interview process. (ad hoc only) Virtual: This position is not authorized for Virtual Work.

Definition of Virtual work: Employee works outside of original hiring duty station at a VA-owned or leased space.

Return to Office (RTO): RTO exemptions will be considered and a determination will be made as part of the selection and onboarding process.

Position Description/PD#: Program Support Assistant/PD03444A Relocation/Recruitment Incentives: Not Authorized. Critical Skills Incentive (CSI): Not Approved.

Permanent Change of Station (PCS): Not Authorized.