Program Support Assistant

Veterans Health Administration • Salt Lake City, UT

19d • Onsite

About The Position

The Program Support Assistant serves as a program assistant for the nursing service and supports the Transfer and Lodging Center and Nursing Service activities throughout the VA Salt Lake City Health Care System. The position helps operate the Transfer and Lodging Program, including determining Veteran eligibility and coordinating lodging reservations with contracted vendors and hotels. It handles requests and consults for Veterans attending outpatient appointments or admissions, as well as lodging arrangements for Veterans discharged from the hospital through the hospital, Fisher House, and RV lot.

The role manages calls from Veterans, families, and clinical staff; updates demographic information and registers new Veterans; resolves lodging-related issues and complaints; and monitors vendors’ compliance with contract provisions and customer-service expectations. It maintains lodging and complaint records, compares lodger and hotel checkout lists, and audits and processes monthly hotel invoices, investigating discrepancies and coordinating approvals and payments with vendors and VA budget staff.

The assistant performs office automation and document-management duties, communicates with clinical and allied health professionals while protecting sensitive information, and works independently under limited supervision. The position also trains and serves as a resource for less experienced clerical staff and performs timekeeping and schedule-related duties for Float Pool, CNO, and Transfer and Lodging Center staff, including processing schedules, exception reports, and leave requests in VATAS.

The work schedule is Monday through Friday, 8:00 a.m. to 4:30 p.m. This is not a virtual position. The position has promotion potential to the full performance level when applicable regulatory, qualification, and performance requirements are met.

Requirements

• For the GS-06 level: one year of specialized experience equivalent to at least GS-05, including administrative support; collecting, compiling, and tracking data; processing documents and reports; maintaining office files and records; using office software; answering telephones; referring visitors; and providing information.
• For the GS-07 level: one year of specialized experience equivalent to at least GS-06, including administrative support; data collection and tracking; document and report processing; maintaining office files and records; using office software; answering telephones; referring visitors; providing information; data management; timekeeping; Transfer and Lodging Center policies and protocols; resolving conflicts based on regulations, policies, and procedures; and adapting flexibly to changing circumstances.
• Must be a U.S. citizen.
• Must complete all required application steps, including an online assessment.
• Selective Service registration is required for males born after December 31, 1959.
• Must complete a background/security investigation and online onboarding process.
• Participation in the seasonal influenza vaccination program is required for VA Health Care Personnel.
• Must serve a one-year probationary period.
• There is no educational substitution at this grade level.
• The work requires some walking, bending, stooping, and carrying light objects; concentration and sustained performance under prolonged stress are required.

Responsibilities

• Maintain the daily functions of the Transfer and Lodging Center.
• Determine Veteran eligibility and coordinate lodging reservations with contracted vendors and hotels.
• Manage calls from Veterans, families, and clinical staff; update Veteran demographic information and register new Veterans.
• Receive requests and process lodging consults for Veterans attending outpatient appointments or admissions.
• Assist with lodging arrangements for Veterans discharged through the hospital, Fisher House, and RV lot.
• Resolve minor hotel, RV lot, and Veteran complaint issues, and keep the Float Pool Nurse Manager informed.
• Monitor contracted vendors for compliance with contract provisions and customer-service expectations; document, investigate, and report problems and complaints to a supervisor.
• Review monthly hotel invoices for accuracy and discrepancies; communicate with hotel management and VA lodging management; approve accurate invoices and submit them to vendors and VA budget staff for payment within the allotted timeframe.
• Maintain records of hotel stays, admissions, future lodgers, and Veteran complaints; compare the current lodger checklist with the hotels’ daily checkout lists.
• Use word-processing software and office automation functions to store and retrieve electronic files, operate printers, format documents, and send and receive email.
• Communicate with physicians, nurse practitioners, case managers, nursing staff, and other allied health professionals while protecting sensitive information.
• Work independently using guidelines, precedents, and regulations, with minimal supervision.
• Train and serve as a resource for less experienced clerical staff.
• Perform timekeeping for Float Pool staff, CNOs, and Transfer and Lodging Center staff.
• Process Float Pool employee schedules in VATAS, run exception reports, update and validate leave requests, and provide backup timekeeping support.
• Maintain a professional working environment through clear, courteous, and concise verbal and written communication.

Benefits

• Federal employee benefits package available to the employee and family; specific benefits depend on position type and should be confirmed with the hiring agency.
• VA may offer newly appointed federal employees credit for job-related non-federal experience or active-duty uniformed military service when determining annual leave accrual; approval is required and not guaranteed.

What This Job Offers

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