Program Support Assistant - Veteran Services

Program Support Assistant - Veteran Services At the full performance level, the Veteran Services Program Support Assistant (PSA) serves as the primary CPAC contact for the Veteran, Veteran representative, or advocate regarding all aspects of VA 1st party copayment debt within the VA system. The PSA explains VA financial programs, VA regulatory requirements, and available debt management options. This process includes conducting interviews to ascertain current financial concerns and limitations and identifying issues and barriers of understanding in navigating VA financial policy. The PSA gathers relevant documents and data from multiple VHA and VBA systems (when necessary) and completes adjustments to Veteran copayment accounts as needed to resolve Veteran requests for debt relief and assistance. The PSA provides assistance and guidance to Veteran customers with the following internal and external agencies: VA Debt Management Center (DMC), Internal Revenue Service (IRS), Treasury Offset Program (TOP), the Treasury Cross Servicing Program (CS), Congressional and White House communication teams, and multiple Veteran Services Organizations (VSO). Major duties and responsibilities include, but are not limited to: Performs 1st party bill balance adjustments due to receipt of corresponding 3rd party payments (claims-matching) audit reviews and bill reconciliation actions related to retroactive copayment exemption decisions from VBA (DMC validity and rated eligibility). Performs detailed auditing and reporting of Veteran patient copayment account requests received from Veteran, stakeholder and/or other external entities. Works closely with the VA Health Resource Center (HRC) and VA Regional Counsel (RC) representatives and agents on questions and corresponding debt relief and/ or legal case remedies for First Party copayment accounts. Provides timely, accurate and complete responses to Veteran inquiries from the HRC using a variety of communication methods including telephone and written correspondence. Consistently communicates and treats Veteran customers, Veteran representatives and stakeholders, visitors, and all VA staff in a professional, courteous, tactful, and respectful manner while providing the Veteran customer with consistent information according to established VA policies and procedures. Documents and completes an electronic record of all actions performed, and summary of communications with the Veteran customer within the VistA debtor history to ensure accurate historical reference history is available for future review by internal and external stakeholders as needed. Performs other related duties as assigned. Promotion Potential: The selectee may be promoted to the full performance level without further competition when all regulatory, qualification, and performance requirements are met. Selection at a lower grade level does not guarantee promotion to the full performance level. Work Schedule: Monday - Friday, 8:00 am - 4:30 pm Compressed/Flexible: May be available at supervisor's discretion. Telework: This position may be authorized for ad hoc telework. Telework eligibility will be discussed during the interview process. Virtual: This is not a virtual position. Position Description/PD#: Program Support Assistant - Veteran Services/ PD73256A Relocation/Recruitment Incentives: Not authorized. Critical Skills Incentive (CSI): Not approved. Permanent Change of Station (PCS): Not authorized. #J-18808-Ljbffr US Department of Veterans Affairs