Program Support Assistant - Caregiver Support Program

Full Job Description

The incumbent serves as the Program Support Assistant to the Office of Associate Director for Nursing and Patient Services, in support of the Caregiver Support Program (CSP).

The PSA aids the program staff in getting things accomplished through a knowledge and understanding of the organization, regulations, methods, and the other tools or resources of management.

To qualify for this position, applicants must meet all requirements by the closing date of this announcement, 02/17/2026.

GS-6 Specialized Experience: You must have one year of specialized experience equivalent to at least the next lower grade GS-5 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 various medical directives, Medical Center memorandums, procedures and publications pertinent to home patient care; Knowledge of medical records program, patient privacy regulations and release of information procedures; medical terminology and uses (in general, medicine, surgical, geriatrics, hospital terms, medical abstracts, abbreviations, nursing, social work, pharmacology, aging, and home health), spelling, grammar, and composition, and ability to determine and follow required formats for memos and reports; Knowledge of mathematics and use of a calculator and software computer programs to efficiently, effectively, and accurately maintain budget preparations and statistics required for weekly, monthly, and quarterly reports; Knowledge of Microsoft Office to include Word, PowerPoint, Outlook, Excel, and Access is required to retrieve statistics, prepare reports, and analyze data; and, Knowledge of the principles of financial management, personnel management, organizational structuring and strategic planning.

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:

The Program Support Assistant (PSA) assists in the establishment and enrollment of veterans and caregiver into the Caregiver Support Program (CSP) and acts as the liaison and provides coordination and collaboration of services with the eligibility, travel, budget, non-VA care services and other departments throughout El Paso VA Health Care System.

The PSA accepts CSP telephone calls from patients, family members, caregivers, CSP staff in the field, and other VA staff and or community agency staff, regarding program inquiries, patient care concerns, etc.

The PSA obtains as much information as possible, provides information and resolves problems independently when possible and prioritizes and makes decisions regarding caller referral based on specific caller needs.

The incumbent ensures timely clinical response to patients and callers that potentially have an emergent or urgent care need through prompt identification of the problem and appropriate clinical referral while exercising mature judgment and diplomacy.

The PSA has backup responsibility for establishment, monitoring and maintenance of clinic profiles in CSP.

They advise medical and administrative staff relative to creating new clinic profiles or making changes to establish clinics.

Proper configuration of clinic profiles and the Medical Center computer system has direct bearing on scheduling, flow and processes within individual clinic, how workload is captured, and how efficient reimbursement of CSP special funding.

The incumbent works that the Administrative Officer and clinical services to ensure the clinic stop code information corresponds with the DSS stop code identifiers within each clinic profile, the incumbent is responsible for programming detailed encounter form and action profile settings, setting appointment length and overbook capacity and managing the assignments of cases to the caregiver program clinics.

Other duties include: Utilizes an electronic time and attendance computer program to perform timekeeping duties for all employees.

Handles conflict and problems in dealing with customers, constructively and appropriately. Utilizes a range of software applications (i.e., Word, Excel, Outlook, etc.) to prepare correspondence.

Receives and reviews all incoming correspondence. Coordinates meetings and prepares meeting minutes. Maintains office supplies and equipment. Work Schedule: Monday - Friday 8:00 a.m. - 4:45 p.m.

Telework: Ad-hoc Available Virtual: This is not a virtual/remote position.

Position Description/PD#: Program Support Assistant - Caregiver Support Program / PDHA756-00455-0 Relocation/Recruitment Incentives: Not Authorized Preferred experience; 2 or more years of customer service experience Strong verbal and written communication skills