Program Support Assistant (OA)

Veterans Health Administration • Cape Coral, FL

11d

About The Position

The employee serves as a Program Support Assistant assigned to Home-Based Primary Care (HBPC) within Geriatrics and Extended Care (GEC). The position provides comprehensive administrative and technical support to HBPC and Homemaker/Home Health Aide (H/HHA) programs, which deliver interdisciplinary healthcare services to Veterans in their homes.

The role supports program operations through admissions and discharges, referrals, patient-service coordination, program data management and analysis, documentation, and administrative support to leadership and interdisciplinary teams. The employee also coordinates with community agencies, advises them on billing and program requirements, and serves as a point of contact and liaison for Veterans, caregivers, VA staff, and external organizations. The position requires independent judgment, tact, diplomacy, and sound judgment when handling inquiries, sensitive situations, and urgent requests.

The employee performs general clerical and operational duties, including correspondence, record and filing-system maintenance, scanning, faxing, timekeeping support, report preparation, and documentation management, while maintaining accuracy, confidentiality, and compliance with VA policies and procedures. Work is Monday through Friday, 8:00 a.m. to 4:30 p.m. The work is partly sedentary, with computer use for most of the day; some bending and standing are required.

Requirements

• One year of specialized experience equivalent to the GS-05 grade level in the federal service, including experience scheduling and reviewing office work activities, reporting, and record keeping.
• Experience using software applications such as Word, Excel, and Outlook to prepare correspondence.
• Experience receiving calls from patients, clients, staff, and others seeking information.
• Experience using a computer and multiple programs to complete documentation.
• Experience gathering and analyzing data for program use and communicating with people involved in programs at a local level.
• U.S. citizenship is required.
• Must meet applicable background and suitability investigation requirements.
• Selective Service registration is required for males born after December 31, 1959.
• A complete application package, including resume and transcripts, is required.
• Selected applicants must complete online onboarding and provide acceptable identification for pre-employment requirements.
• Must serve a one-year probationary period.
• VA Health Care Personnel must receive annual seasonal influenza vaccination or obtain a medical or religious exemption; those with an exemption must wear a face mask.

Responsibilities

• Process admissions and discharges, manage referrals, coordinate patient services, and support in-home care delivery.
• Collect, track, correct, and report HBPC program data; assist with data analysis and identify opportunities to improve performance and efficiency.
• Provide administrative support to HBPC leadership and interdisciplinary team members, including service coordination, documentation, and program implementation.
• Independently manage workload, prioritize tasks, and resolve administrative issues in daily operations.
• Coordinate with community agencies to initiate services and ensure appropriate procedures are followed.
• Guide agencies on billing processes, service duration, documentation requirements, and program expectations.
• Complete administrative actions accurately and promptly to support continuity of care.
• Serve as a primary contact for Veterans, caregivers, HBPC staff, medical center personnel, and community agencies; respond to inquiries and facilitate communication.
• Act as a liaison between HBPC, other VA medical center services, and external healthcare organizations and agencies.
• Receive and process referrals, help resolve issues, and facilitate communication among parties involved in patient care.
• Use tact, diplomacy, and sound judgment when handling sensitive situations and triaging urgent requests from field clinicians, patients, and caregivers.
• Perform clerical and administrative duties, including correspondence, records management, scanning, faxing, timekeeping support, and report preparation.
• Maintain filing systems and program documentation, ensuring accuracy, confidentiality, and compliance with VA policies and procedures.
• Support logistics and other operational tasks to maintain efficient office workflow.
• Complete other assigned duties.

Benefits

• 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.
• Eligible newly appointed federal employees may request credit for job-related non-federal experience or active-duty uniformed military service when determining annual leave accrual; approval is not guaranteed.

What This Job Offers

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