Lead Program Support Assistant (OA)

Veterans Health Administration • Nashville, TN

1d • Onsite

About The Position

The incumbent serves as the Lead Program Support Assistant for the Member Services section under the supervision of the Supervisory Medical Management Specialist of the Business Office. The role provides training and lead support to Health Benefits Assistants and the Mail Room, Patient Funds, Decedent Affairs, and Reproduction/Publications sections. The incumbent interacts with patients, visitors, staff, students, and volunteers, providing information and assistance to facilitate effective and efficient operations.

The position develops and delivers job-specific training, assesses employee competency, provides re-education, and ensures that training reflects current laws and regulations. It reviews and analyzes VA-generated reports, provides administrative support, manages fund control points, certifies invoices, and helps ensure accurate and timely reporting. The incumbent also advises management and users on the VISTA computer system and member benefits, and trains employees who determine Veterans’ healthcare-benefit eligibility.

The work schedule is Monday through Friday, 7:30 a.m. to 4:00 p.m. Central Time. Telework is not available, and the position is not virtual. Relocation and recruitment incentives are not authorized, and a critical skills incentive is not approved.

Requirements

• One year of specialized experience equivalent to at least the GS-5 grade level, including knowledge of enrollment and eligibility requirements for advising Veterans about medical benefits.
• Experience developing, conducting, and evaluating job-specific training.
• Ability to work independently and manage multiple tasks simultaneously.
• Experience with technological systems such as VISTA, CPRS, VHIC, HEC, and VIS.
• Experience managing processes, backlogs, records, and priorities with minimal supervision.
• Ability to communicate tactfully and effectively orally and in writing, including preparing reports in various formats and presenting data to different organizational levels.
• Typing speed of 40 words per minute.
• U.S. citizenship.
• For current or former Federal employees covered by the time-in-grade requirement: 52 weeks at GS-5 for the GS-6 position.
• Completion of the required application, questionnaire, and online assessment.
• Compliance with applicable background/security investigation and onboarding requirements.
• Participation in the seasonal influenza vaccination program as a Department of Veterans Affairs Health Care Personnel requirement.
• Service of a one-year probationary period or two-year trial period, as applicable.

Responsibilities

• Develop training curricula, assess employee competency, and provide employee re-education.
• Implement initiatives and deliver timely training and education to Member Services employees.
• Review, use, and analyze VA-generated reports.
• Provide general administrative support, including directing phone calls and inquiries, copying and faxing, preparing correspondence, and maintaining files and records.
• Provide information and assistance to patients, visitors, staff, students, and volunteers to support efficient section operations.
• Ensure the quality, accuracy, and timely submission of assigned reports.
• Develop, conduct, evaluate, and track job-specific training.
• Distribute and balance employee workloads according to established workflow or job specialization and ensure timely completion.
• Provide supervisors with information about employee performance, progress, and training needs.
• Advise and assist management and users regarding the VISTA computer system and member benefits.
• Train employees who determine Veterans’ eligibility for healthcare benefits and ensure training reflects current laws and regulations.
• Manage fund control points to ensure compliance with funding updates and changes, and certify invoices.
• Resolve conflicts, confrontations, and disagreements constructively.
• Use tact and diplomacy to explain complex administrative processes and promote positive working relationships among patients and staff.

Benefits

• The posting states that federal employees and their families have access to a comprehensive benefits package; specific benefits depend on position type and should be confirmed with the hiring agency.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed