Hybrid Program Support Assistant bei Department of Veterans Affairs

Program Support Assistant

Department: Department of Veterans Affairs

Location(s): Atlanta, Georgia

Salary Range: $42651 - $55441 Per Year

Job Summary: These positions are within the Enrollment Services Section, Enrollment Eligibility Division at the Health Eligibility Center (HEC) located in Atlanta, GA. The Program Support Assistant manages the nation-wide VA medical benefits program, including Veteran's health care eligibility-verification and enrollment programs.

Major Duties:

• ***THIS IS NOT A VIRTUAL POSITION, YOU MUST LIVE WITHIN OR BE WILLING TO RELOCATE WITHIN A COMMUTABLE DISTANCE OF THE DUTY LOCATION*** Duties may include, but are not limited to the following: Perform data entry in a computer database. Compile and maintain data for a variety of reports. Perform file maintenance, scanning, and packaging of documents. Upload documents, including spreadsheets, into a computer program. Utilize clerical software programs to complete administrative duties (i.e. Microsoft Office: Word, Excel, PowerPoint, Outlook, SharePoint, Skype). Process requests from patients/customers to update their information using a computer database. Initiate calls to patients/customers in regards to their medical benefits. Escalate complex patient/customer issues or concerns. Sort and distribute messages, incoming, and/or outgoing mail for the work unit. Apply the Privacy Act and Freedom of Information Act when providing information verbally and in writing. Review documentation submitted by patients/customers to evaluate the accuracy of their file. Search computer data systems and verify completion of required elements in a patient/customer file. Research and apply federal regulations, directives, policies, and procedures. Investigate and answer questions by providing general program information. Conduct indexing and quality control of scanned documents. Assist patients with obtaining appropriate documentation needed for medical care. Communicate with co-workers and other work units to resolve complex issues. Respond to telephone and written inquiries from customers at all levels. Prepare and type letters, reports, tabulated data, and memorandums. Performs other related duties as assigned. Work Schedule: Full-Time: Monday- Friday: Various work schedules between 6:45am - 7:15pm. To be discussed at interview. Recruitment & Relocation Incentives: Not Authorized Critical Skills Incentive (CSI): Not Approved Financial Disclosure Report: Not Required

Qualifications: TO QUALIFY FOR THIS POSITION AT THE GS-05 LEVEL YOU MUST MEET ONE THE FOLLOWING CRITERIA: SPECIALIZED EXPERIENCE: You must have at least one (1) full year of specialized experience equivalent to the next lower grade level (GS-04) in Federal Service that has equipped you with the knowledge, skills, and abilities necessary to perform the duties of a Program Support Assistant, GS-05. Specialized experience includes preparing, compiling, and maintaining data for a variety of reports; performing data entry, searches, and system queries in a computer database; initiating, receiving, and responding to telephone and written inquiries from customers at all levels; researching and applying regulations, directives, policies, and procedures; communicating with co-workers and other work units to resolve complex issues; providing timely and exceptional customer service. NOTE: Experience must be fully documented on your resume and must include job title, duties, month and year start/end dates AND hours worked per week. A full year of work is considered to be 35-40 hours of work per week. ~OR~ SUBSTITUTION OF EDUCATION FOR EXPERIENCE: You must have successfully completed four (4) years above high school in any field which high school graduation or the equivalent is the normal prerequisite. This education must have been obtained at an accredited business, secretarial or technical school, junior college, college or university. NOTE: Transcripts (unofficial or official) must be submitted with your application materials. Education cannot be credited without documentation. ~OR~ COMBINATION OF EXPERIENCE AND EDUCATION: You must have an equivalent combination of successfully completed post-high school education (beyond the second year) and specialized experience, as described above, which meet the total qualification requirements for this grade level. This education must have been obtained at an accredited business, secretarial or technical school, junior college, college or university. NOTE: Experience must be fully documented on your resume and must include job title, duties, month and year start/end dates AND hours worked per week. A full year of work is considered to be 35-40 hours of work per week. Transcripts (unofficial or official) must be submitted with your application materials. Education cannot be credited without documentation. You will be rated on the following Competencies as part of the assessment questionnaire for this position: Attention to Detail Communication Computer Skills Customer Service IMPORTANT: A full year of work is considered to be 35-40 hours of work per week. All experience listed on your resume must include the month and year start/end dates. Part-time experience will be credited on the basis of time actually spent in appropriate activities. Applicants wishing to receive credit for such experience must indicate clearly the nature of their duties and responsibilities in each position and the number of hours a week spent in such employment. Experience refers to paid and unpaid experience, including volunteer work done through National Service programs (e.g., Peace Corps, AmeriCorps) and other organizations (e.g., professional; philanthropic; religious; spiritual; community; student; social). Volunteer work helps build critical competencies, knowledge, and skills and can provide valuable training and experience that translates directly to paid employment. You will receive credit for all qualifying experience, including volunteer experience. Physical Requirements: There is a combination of potentially extended periods of sitting, standing, carrying of items weighing up to 20 pounds; i.e. files, manuals and books required. In general, work does not require special physical demands. 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/.

How to Apply: All applicants are encouraged to apply online. To apply for this position, you must complete the questionnaire and submit the documentation specified in the Required Documents section below. The complete application package must be submitted by 11:59 PM (ET) on 07/24/2025 to receive consideration. To preview the questionnaire click https://apply.usastaffing.gov/ViewQuestionnaire/12766924. To begin, click Apply Online to create a USA JOBS account or log in to your existing account. Follow the prompts to select your USA JOBS resume and/or other supporting documents and complete the occupational questionnaire. Click Submit My Answers to submit your application package. NOTE: It is your responsibility to ensure your responses and appropriate documentation is submitted prior to the closing date. Receiving Service Credit for Earning Annual (Vacation) Leave: Federal Employees earn annual leave at a rate (4, 6 or 8 hours per pay period) which is based on the number of years they have served as a Federal employee. Selected applicants may qualify for credit toward annual leave accrual, based on prior work experience or military service experience. This credited service can be used in determining the rate at which they earn annual leave. Such credit must be requested and approved prior to the appointment date and is not guaranteed. Special Employment Consideration: VA encourages persons with disabilities to apply, including those eligible for hiring under 5 CFR 213.3102(u), Schedule A, Appointment of persons with disabilities (i.e., intellectual disabilities, severe physical disabilities, or psychiatric disabilities), and/or disabled veterans with a compensable service-connected disability of 30% or more. For more information on how to apply using this appointment authority via the Selective Placement Coordinator within the office, contact the facility Human Resources Department at (844) 456-5208. The Interagency Career Transition Assistance Plan (ICTAP) and Career Transition Assistance Plan (CTAP) provide eligible displaced Federal competitive service employees with selection priority over other candidates for competitive service vacancies. To be qualified you must submit appropriate documentation and be found well-qualified (have a final rating of 85 or more before any Veterans preference points) for this vacancy. Information about ICTAP and CTAP eligibility is on OPM's Career Transition Resources website at http://www.opm.gov/policy-data-oversight/workforce-restructuring/employee-guide-to-career-transition/.

Application Deadline: 2025-07-24