Program Support Assistant

Full Job Description

The incumbent functions for the Minneapolis VA Health Care System as a Program Support Assistant (PSA) supporting activities in Emergency Department under the direction of the Emergency Department Program Manager.

The PSA will work closely with the Emergency Department Program Manager and the Medical Director Leadership to manage smooth and continuous functioning of the clinical and administrative day to day business of the Emergency Department.

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 as described below: Specialized Experience: You must have one year of specialized experience equivalent to at least the next lower grade GS-05 for the occupation in the organization.

Examples of specialized experience would typically include: provide administrative and clerical support such as answering telephone calls, scheduling meetings or appointments, preparing written correspondences, and assisting patients and visitors; gather, input and analyze data using various databases; coordinate with different staff, departments and agencies to assist the customer; and utilizes computer programs and software such as Microsoft Office.

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: You will be asked to participate in a pre-employment examination or evaluation as part of the pre-employment process for this position.

Questions about physical demands or environmental factors may be addressed at the time of evaluation or examination. Physical Demands: The work is predominantly sedentary.

There may be walking, standing, bending, and moving or carrying of medium items such as files and documents (0-20 pounds). No special physical demands are required to perform the work.

Work Environment: The employee works in the space designated in the Emergency Department. Work is typically performed in an adequately lighted and climate-controlled office.

The work involves everyday risks or discomforts that require normal safety precautions. Work may need to be performed under pressure to meet deadlines. May be subject to upset or hostile employees.

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:

Major duties include: Resolve product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution.

Identify and assess customers' needs to achieve satisfaction. Resolve customer complaints via phone, email, mail or in person.

Provides consistent, accurate and updated training to patients, patient caregivers and supporters, and clinical users as the expert resource for health technologies.

Educates patients and staff on health technology applications/programs including enrollments or upgrades in accounts. Documents education and communication in patient electronic medical records.

Be a team player by assisting customers, co-workers and stakeholders in projects, directives and studies. Adapts to organizational changes and unexpected obstacles.

Ability to evaluate an issue and adjust to meet the needs of the organization's mission. Utilizes routine productivity software including Microsoft Office, Teams, and SharePoint.

Collects reports from various local and national databases to conduct analysis of the impact of clinical and business workflows and processes.

Operates various applications such as iOS, Android and web browsers in the operation of patient authentication and identification management tools. Performs other related duties as assigned.

Work Schedule: Monday-Friday, 8:00am - 4:30pm Virtual: This is not a virtual position.

Position Description/PD#: Program Support Assistant/PD607960 Relocation/Recruitment Incentives: Not Authorized Critical Skills Incentive (CSI): Not Approved Permanent Change of Station (PCS): Not Authorized The VA Midwest Health Care Network advocates for a Whole Health System of care in each of the Medical Centers.

This is an approach to healthcare that empowers and equips people to take charge of their health and well-being and live their lives to the fullest.

As an employee operating in a Whole Health System of care, you will operate in a model with three core elements, seeking to create a personalized health plan for each Veteran.

This is done in the context of healing relationships and healing environments and a connection back to the Veteran's community.

This aligns with the Veterans Health Administration (VHA) Mission Statement to Honor America's Veterans by providing exceptional health care that improves their health and well-being.