Program Assistant

Program AssistantMajor duties include, but are not limited to the following:Refers Veteran/Family concerns to the respective Service or Patient Advocate, unless it can be resolved at the Program Assistant levelActs as the liaison to other managers and staff within the Medical Center and provides accurate advice on procedures, reports, requirements, and other matters necessary to implement the Medical Center Policies, Directives, and instructionsAdvises the Staff Assistant and the Veteran Experience Officer of important office issues arising during the Staff Assistant's and Veteran Experience Officer's absence, and brings significant items in reports, files, and correspondence to the Staff Assistant and Veteran Experience Officer's attentionPerforms work involving the collection, compilation, and tracking of Survey of Health Experiences of Patients data, Veteran Signals and other statistical information in support of the organization's Veteran Experience ProgramMaintains records of program-specific information to track timelines on congressional inquiries, program improvement initiatives, project timelines/milestones, etc.Provides Public contact support services such as answering the telephone, referring visitors, or providing information about the office, its functions, and standard operating procedures as well as similar informationInforms Managers of the Medical Center's view on current issues and programsResearches files, develops and assembles background information for the office of the Director's correspondence and reportsServes as coordinator for questions including interpretation of policy relating to the provision of healthcare servicesIdentifies existing/ potential problem areas, suggests solutions or alternatives to existing procedures which contribute to these problemsActs to resolve problems, expedite services, or implement necessary corrective measures within established facility policiesMakes inquiry into patient complaints, initiates action, or changes necessary to correct problem situations, and reports on corrective measures taken to the patient or the patient's representative and to a supervisor or higher-level staff, as appropriateProvides assistance to callers and visitors and determines appropriate action/referrals. Responds to questions/concerns from Veterans pertaining to servicesProvides advisory and technical assistance to Veterans, administrative staff and professional staff regarding medical careReceives and listens to complaints and grievances from Veterans or from individuals on behalf of VeteransReceives, schedules, refers, and contacts members of the staff, agency, and persons outside the agency ranging from other government agencies to the general publicProcesses incoming and outgoing materials such as correspondence, reports, memoranda, and other forms of written communicationUses the computer system and other office automation equipment and processes in editing, formatting and printing word processing and spreadsheet documents to meet the established time framesProvides clerical, mail and correspondence for proper attachments or consolidating/coordinating submittals of informationServes as the alternate for the Secretary of the Medical Center Director, Associate Director for Administration, and Assistant Director during the absence of the primary in those positionsProvides secretarial services such as maintaining calendars and recording appointments, and/or scheduling meetings, video conference calls, telephone conference calls, and administrative conference detailsPerforms work in support of general management and/or program analysis functions in which knowledge of the purpose, operation, methodology, and techniques characteristic of the program are requiredObtains and monitors the use of services, supplies, or equipment for the officeScreens calls, determines if the call requires their attention, and personally provides requested information when possibleEdits/ composes letters and reports, reviews correspondence for accuracy and completeness, prepares public presentation outlines, and develops standard or form letters and replies to inquiriesTakes and transcribes all taped or handwritten notes and prepares meeting minutes. Material presented in final form is virtually always free of typing, format, and assembly errorsReceives and handles concerns ensuring that quality service is rendered in a timely, competent and caring mannerResponds and/or reviews issues and requests related to Information regarding provisions for medical care, eligibility, etc., clarifies issues, and evaluates the need for additional informationWork Schedule: Monday - Friday, 0800 - 1630Virtual: This is not a virtual position.Position Description/PD#: Program Assistant/ PD10230ARelocation/Recruitment Incentives: Not Authorized.Critical Skills Incentive (CSI): Not Approved.Permanent Change of Station (PCS): Not Authorized.