Supervisory Program Support Assistant (Ambassador Service Supervisor)

Supervisory Program Support Assistant (Ambassador Service Supervisor)

VA Tennessee Valley Healthcare System (TVHS) is an integrated tertiary health care system comprised of two hospitals, the Alvin C. York VA Medical Center in Murfreesboro and the Nashville VA Medical Center, as well as 21 outpatient clinics located in middle Tennessee and southern Kentucky. TVHS provides ambulatory care, primary care, and secondary care in acute medicine and surgery, specialized tertiary care, transplant services, spinal cord injury outpatient care, and a full range of extended care and mental health services. More than 146,000 Veterans in middle Tennessee, southern Kentucky, and northern Georgia trust VA TVHS for their health care needs. TVHS is the seventh largest VA medical center system in the nation serving roughly 75 counties with robust research and development, health care innovation, and more. Middle Tennessee offers an abundance of entertainment such as historic music venues, NFL Titans and NHL Predators, recreational activities, and natural sceneries ideal for any individual. Additionally, Tennessee does not have state taxes making the area more attractive to high-quality candidates.

The Supervisory Program Support Assistant (Ambassador Service Supervisor) plans, organizes, and oversees the activities of the Ambassador Services Program. Responsible for developing, implementing, coordinating, and evaluating a comprehensive Ambassador Services Program for all Veteran enrollees. The Supervisory Program Support Assistant is responsible for oversight of the Ambassador Services Program which requires development of policies and procedures for program operation. Administers information and uses analytical systems to evaluate and enhance the quality of services provided to Veterans accessing care throughout the Healthcare System.

Duties and responsibilities of the Supervisory Program Support Assistant include but are not limited to:

• Oversees the Ambassador Service Program by ensuring work assignments in the area are carried out and assesses the quality and quantity of the work produced by each employee.
• Provides a channel through which patients and visitors can seek assistance to meet unresolved needs, then works with staff to optimize the veteran's and family experience. Improving the Veteran experience by managing non-clinical needs by proactively assisting with physical and experientially navigation of the complex array of services and layout of the health care system.
• Ensures the Veteran and family members needs are met from the time of arrival at the healthcare facility to the departure of the grounds, including, coordinating parking lot shuttle rides, patient transportation, patient escort through the facility, visitor greeting, wayfinding and problem resolution.
• Leads efforts to build, sustain and implement Ambassador services best practices by providing technical and administrative supervision to Program Support Assistants (Ambassadors), by directing, coordinating and overseeing work.
• Prepares the plans for work to be accomplished by subordinates such as: set short/long term priorities, prepares schedules, approves leave requests and provides required training.
• Creates a positive environment of a group of people working together to encourage trust. collaborate, and be committed to other team members to achieve the common goal of providing outstanding customer service to our Veterans and family members.
• Responsible for assessing performance of subordinate staff.

Work Schedule: 8:00am - 4:30pm Monday - Friday; Subject to change depending on agency needs.

Position Description/PD#: Program Support Assistant Ambassador Supervisory

Relocation/Recruitment Incentives: Not Authorized.

Critical Skills Incentive (CSI): Not Approved.

Financial Disclosure Report: Not required