Program Support Assistant

Full Job Description

The Program Support Assistant (PSA) is assigned to Nursing, Patient Care Services, and works under the supervision of the respective Associate Chief Nurse.

The incumbent performs administrative support duties with considerable latitude for the exercise of independent judgment.

The incumbent has responsibility for administering the day-to-day activities of their assigned sections and all phases of the facility specialty program.

To qualify for this position, applicants must meet all requirements by the closing date of this announcement, 03/09/2026.

Time-In-Grade Requirement: Applicants who are current Federal employees and have held a GS grade any time in the past 52 weeks must also meet time-in-grade requirements by the closing date of this announcement.

For a GS-7 position you must have served 52 weeks at the GS-6. The grade may have been in any occupation, but must have been held in the Federal service.

An SF-50 that shows your time-in-grade eligibility must be submitted with your application materials.

If the most recent SF-50 has an effective date within the past year, it may not clearly demonstrate you possess one-year time-in-grade, as required by the announcement.

In this instance, you must provide an additional SF-50 that clearly demonstrates one-year time-in-grade.

Note: Time-In-Grade requirements also apply to former Federal employees applying for reinstatement as well as current employees applying for Veterans Employment Opportunities Act of 1998 (VEOA) appointment.

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-6 in the normal line of progression for the occupation in the organization.

Examples of specialized experience would typically include, but are not limited to: Receiving and directing telephone calls and greeting visitors.

Preparing correspondence, reports, and other documents based on information gathered from program files or other records. Establishing and maintaining program files and records.

Knowledge of various office automation software, processing procedures, and function keys to produce a wide range of documents, such as graphics or tables within text, editing and reformatting electronic drafts, and updating and revising existing databases or spreadsheets.

Knowledge of standard office equipment, such as computers, copiers, fax machines, and office automation systems to perform a substantial range of office automation support.

Ability to interpret and explain regulations, procedures or laws.

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: The work is mostly sedentary but includes some walking, standing, and carrying of light items such as papers and books.

No special physical demands are required to perform the work. The work is performed in an office setting which require normal safety precautions typical for offices and meeting rooms.

The work area is adequately lighted, heated, and ventilated.

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:

Has overall responsibility for initiating and carrying out varied and complex duties on behalf of Nursing, Patient Care Services.

Primarily responsible for offering service specialized administrative assistance, supporting recruitment processes, managing reports and data such as performance measures, All Employee Survey (AES), clinic utilization data, missed opportunity and no-show data, workload information, open encounters and unsigned progress notes.

Independently gathers quality reporting data through various programs and through coordination with the facility Group Practice Manager (GPM).

Independently analyzes the acquired data and condenses it into a concise format for presentation to facility and VISN administration at a variety of committee meetings and for use with budgetary issues and planning.

Incumbent will also serve as back-up coverage for clerical support as needed for Nursing, Patient Care Services, assisting with scheduling duties, phone management, calling patients when necessary, etc.

Because of the increased awareness to customer service throughout the medical center and the increased number of patients seen, the incumbent will serve as a contact for patient satisfaction and service recovery for the Nursing, Patient Care Services, independently handling problems of a complex and sensitive nature or tactfully referring calls to other areas.

The incumbent is expected to make every effort to resolve concerns without further referral.

Expertise in multiple systems including VISTA, CPRS, EPAS, and Electronic Equipment Request Portals is crucial.

Independently performs annual equipment inventory requiring expert knowledge of inventory resolutions process, scanning system and technical terminology pertaining to diagnostic and treatment medical equipment and supplies.

Keeps accurate and precise inventory records, agendas, staff/committee minutes and data for their assigned sections.

Reconciles discrepancies for reporting to logistics and medical center administration. Acts as a support timekeeper for their assigned section(s) and other Nursing, Patient Care Services sections.

Learns and proficiently utilizes AcuStaf and VATAS for timekeeping/timecard purposes. Serves as a local expert on difficult and unusual timekeeping problems such as variable schedules.

Assures accurate recording and maintenance of information concerning policies and regulations governing time and leave system. Works with payroll to correct any timekeeping issues.

Independently researches, coordinates and composes replies to routine, non-clinical correspondence with no direction of supervisor.

Responds to facility suspense action items, patient complaints/compliments, requests administrative reports or audits with limited oversight.

Schedules meetings, conference calls, special orientations, presentations, program training, and equipment/supply delivery, installation and training Performs additional duties as assigned to support the facility/agency.

Work Schedule: Monday - Friday, 8:00am - 4:30pm. Work schedule subject to change based on agency needs. Virtual: This is not a virtual position.

Position Description/PD#: Program Support Assistant/PD111070 Relocation/Recruitment Incentives: Not Authorized Critical Skills Incentive (CSI): Not Approved.

Permanent Change of Station (PCS): Not Authorized