Program Assistant

Program Assistant

Major duties include, but are not limited to the following:

• Refers Veteran/Family concerns to the respective Service or Patient Advocate, unless it can be resolved at the Program Assistant level
• Acts as the liaison to other managers and staff within the Medical Center and provides accurate advice on procedures, reports, requirements, and other matters necessary to implement the Medical Center Policies, Directives, and instructions
• Advises the Staff Assistant and the Veteran Experience Officer of important office issues arising during the Staff Assistant's and Veteran Experience Officer's absence, and brings significant items in reports, files, and correspondence to the Staff Assistant and Veteran Experience Officer's attention
• Performs work involving the collection, compilation, and tracking of Survey of Health Experiences of Patients data, Veteran Signals and other statistical information in support of the organization's Veteran Experience Program
• Maintains records of program-specific information to track timelines on congressional inquiries, program improvement initiatives, project timelines/milestones, etc.
• Provides Public contact support services such as answering the telephone, referring visitors, or providing information about the office, its functions, and standard operating procedures as well as similar information
• Informs Managers of the Medical Center's view on current issues and programs
• Researches files, develops and assembles background information for the office of the Director's correspondence and reports
• Serves as coordinator for questions including interpretation of policy relating to the provision of healthcare services
• Identifies existing/ potential problem areas, suggests solutions or alternatives to existing procedures which contribute to these problems
• Acts to resolve problems, expedite services, or implement necessary corrective measures within established facility policies
• Makes inquiry into patient complaints, initiates action, or changes necessary to correct problem situations, and reports on corrective measures taken to the patient or the patient's representative and to a supervisor or higher-level staff, as appropriate
• Provides assistance to callers and visitors and determines appropriate action/referrals. Responds to questions/concerns from Veterans pertaining to services
• Provides advisory and technical assistance to Veterans, administrative staff and professional staff regarding medical care
• Receives and listens to complaints and grievances from Veterans or from individuals on behalf of Veterans
• Receives, schedules, refers, and contacts members of the staff, agency, and persons outside the agency ranging from other government agencies to the general public
• Processes incoming and outgoing materials such as correspondence, reports, memoranda, and other forms of written communication
• Uses the computer system and other office automation equipment and processes in editing, formatting and printing word processing and spreadsheet documents to meet the established time frames
• Provides clerical, mail and correspondence for proper attachments or consolidating/coordinating submittals of information
• Serves as the alternate for the Secretary of the Medical Center Director, Associate Director for Administration, and Assistant Director during the absence of the primary in those positions
• Provides secretarial services such as maintaining calendars and recording appointments, and/or scheduling meetings, video conference calls, telephone conference calls, and administrative conference details
• Performs work in support of general management and/or program analysis functions in which knowledge of the purpose, operation, methodology, and techniques characteristic of the program are required
• Obtains and monitors the use of services, supplies, or equipment for the office
• Screens calls, determines if the call requires their attention, and personally provides requested information when possible
• Edits/ composes letters and reports, reviews correspondence for accuracy and completeness, prepares public presentation outlines, and develops standard or form letters and replies to inquiries
• Takes and transcribes all taped or handwritten notes and prepares meeting minutes. Material presented in final form is virtually always free of typing, format, and assembly errors
• Receives and handles concerns ensuring that quality service is rendered in a timely, competent and caring manner
• Responds and/or reviews issues and requests related to Information regarding provisions for medical care, eligibility, etc., clarifies issues, and evaluates the need for additional information

Work Schedule: Monday - Friday, 0730 - 1600

Virtual: This is not a virtual position.

Position Description/PD#: Program Assistant/ PD12030O

Relocation/Recruitment Incentives: Not Authorized.

Critical Skills Incentive (CSI): Not Approved.

Permanent Change of Station (PCS): Not Authorized.