Program Support Assistant

Summary

This position serves as the Program Support Assistant- Prosthetics Support Clerk, for Prosthetics & Sensory Aids Service at the Washington, DC VA Medical Center.

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Duties

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Duties to include but not limited to:

• Distribute stock (durable medical equipment) via multiple avenues, face to face, mail and or delivery to clinic, to eligible veterans and posts stock issues to the veteran's records (2319) using any of the approved Prosthetic Programs (VISTA, APAT, etc.).
• The incumbent uses office automation equipment such as a computer, word processor, facsimile machines, ADP equipment (keyboard and visual display), calculator, copiers, and telephones to effectively communicate with others, produce forms, and complete correspondence or reports.
• The incumbent is responsible for clerical duties to facilitate efficient daily operations such as time keeping, meeting agendas, minutes, work orders and will participate in meetings, briefings and/or daily huddles.
• The incumbent operates the National Prosthetic and Sensory Aids software package to maintain a detailed and accurate accounting of all actions taken for veterans and documents their records (VAF 10-2319) showing items and/or services provided. Enters appropriate comments on the Prosthetic Record (2319) as necessary.
• Through personal interviews, phone conversations, and letters the incumbent communicates for a broad spectrum of complex inquiries from internal and external customers. Incumbent will serve as the subject matter expert when determining veterans eligibility for prosthetic appliance and/or services and in the event of an unfavorable decision the incumbent advises the veteran of his appellate rights. When prosthetics appliances or services are procured the incumbent ensures that the patient, family member or their caregivers receives instruction on the proper use of the appliance and/or service including equipment safety and maintenance prior to the appliance being issued. This requires the incumbent to have proficient knowledge of all prosthetics appliances and/or services provided to veterans. The incumbent must demonstrate a professional demeanor in order to successfully complete telephone and personal contacts with a view of creating confidence, respect, avoiding conflict and providing customer service.
• The incumbent may provide administrative support to the Administrative Officer, Prosthetic Representative and/or Prosthetic management regarding Patient Advocate Tracking System-Replacement (PATS-R) tool and MyHealtheVet (MHV).
• Complies with all safety/fire prevention rules and regulations, using protective equipment when required. Promptly reports all accidents and notifies supervisor of unsafe and or unhealthful conditions in the workplace.
• In the performance of official duties, the incumbent has regular access to printed and electronic files containing PHI/PII, which must be protected under the provision of the Privacy Act of 1974, HIPAA, and other applicable laws and regulations.
• The incumbent is responsible for scheduling appointments, including interpreting and verifying provider orders in accordance with vha national scheduling guidelines. Assignments at this level include, but are not limited to: scheduling, canceling, rescheduling patient appointments and/or consult; Entering no show information; preparing for clinic visits; Monitoring both inpatient and outpatient appointments for Prosthetics Orthotic Clinic.
• Examines and interprets clinical health record and medical entitlement for prosthetic items and services, advises veterans of the same. Use of the CPRS records is limited to reading and documenting actions on prosthetic consults. Identifies priorities on pending requests to comply with VA Central Office mandated five (5) day deadline.
• Incumbent is proficient with medical, prosthetics, and orthotic terminology. The employee maintains close contact with orthotist/prosthetist, physicians, therapists, and nurses prescribing the items and/or services necessary.
• Interactions with geriatric patients, responds appropriately to the functional disability (e.g., hearing, sight, physical limitations, cognitive loss, and depression).
• The incumbent will demonstrate knowledge and skills necessary to provide care appropriate for the different ages of the patients served on his or her assigned area period the individual demonstrates knowledge of the principles of growth and development over the span of life comma possess the ability to assess states reflective of the patient's status comma interprets the appropriate information needed to identify each patient's requirements relative to his or her age specific needs And provide the care needed as described in the service policies and procedures.
• Performs other duties as assigned.

Work Schedule: 8:00am- 4:30pm Monday thru Friday

Position Description Title/PD#: Program Support Assistant/PD24157A

Compressed/Flexible: Not Authorized

Telework: Not Authorized

Virtual: This is not a virtual position.

Requirements

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Conditions of employment

• You must be a U.S. citizen to apply for this job
• Subject to a background/suitability investigation
• Selective Service Registration is required for males born after 12/31/1959
• A complete application package; Resume, Transcripts, etc. is required
• Selected applicants will be required to complete an online onboarding process. Acceptable form(s) of identification will be required to complete pre-employment requirements (
• Effective May 7, 2025, driver's licenses or state-issued identification cards that are not REAL ID compliant cannot be utilized as an acceptable form of identification for employment.

Upon completion of your probationary period, your employment will be terminated unless you receive certification, in writing, that your continued employment advances the public interest.

As a condition of employment for accepting this position, you will be required to serve a 1-year probationary period during which we will evaluate your fitness and whether your continued employment advances the public interest. In determining if your employment advances the public interest, we may consider:

• your performance and conduct;
• the needs and interests of the agency;
• whether your continued employment would advance organizational goals of the agency or the Government; and
• whether your continued employment would advance the efficiency of the Federal service

Upon completion of your probationary period or trial period, your employment will be terminated unless you receive certification, in writing, that your continued employment advances the public interest.

Qualifications

To qualify for this position, applicants must meet all requirements by the closing date of this announcement.

GS-06 grade level: One year of specialized experience (equivalent to the GS-05 grade level in the federal service); experience that equipped the applicant with the particular knowledge, skills and abilities (KSA's) and other characteristics to perform successfully the duties of the position, and that is typically in or related to the work of the position to be filled, in the normal line of progression for the occupation in the organization. Specialized experience includes:

• Experience providing administrative and Technical Support within a clinical, prosthetics, or durable medical equipment (DME) program.
• Skill in reviewing, tracking, and processing prosthetic consults, purchase requests, and medical documentation.
• Experience coordinating with interdisciplinary clinical teams (e.g., Nurses, Therapists, Providers) to ensure timely completion of prosthetic actions.
• Experience using VA systems such as CPRS, VistA, Prosthetics Package, ECMS, and the Financial Management System to enter, update, or retrieve data.
• Demonstrated ability to communicate professionally with veterans, caregivers, patient advocates, and staff to address inquiries or results service-related issues.
• Experience prioritizing multiple time sensitive tasks and maintaining accuracy at a fast-paced healthcare environment.
• Knowledge of prosthetic items, services, and procurement workflows sufficient to support accurate ordering and documentation.
• Demonstrated proficiency in using VA prosthetic and clinical information systems (such as CPRS, Prosthetics Package, and VistA) To process consults, create purchase orders, and manage prosthetic workload.
• The ability to accurately navigate these systems and perform technical actions is essential for day one functionality in this position.
• Strong interpersonal communication skills and the ability to navigate sensitive conversations with veterans, clinical staff, and service leaders.
• Proven ability to work independently with minimal supervision while maintaining high accuracy and attention to detail.
• Skill in analyzing workflow issues and recommending administrative improvements to enhance efficiency in veteran service delivery.
• Familiarity with procurement regulations, purchase card processes, or durable medical equipment vendors and ordering procedures.
• Demonstrated commitment to customer service and delivering timely, veteran centered, outcomes.
• Ability to adapt quickly to changing priorities and manage complex concurrent administrative tasks.

There is no educational substitution for the GS-06 level.

Program Support Assistant GS-06 TYPING PROFICIENCY Requirement: Type at least 40 words per minute. For more information on these qualification standards, please visit the United States Office of Personnel Management's website at

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; religions; 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.

Education

There is no educational substitution at this grade level.

Note: Only education or degrees recognized by the U.S. Department of Education from accredited colleges, universities, schools, or institutions may be used to qualify for Federal employment. You can verify your education here: If you are using foreign education to meet qualification requirements, you must send a Certificate of Foreign Equivalency with your transcript in order to receive credit for that education. For further information, visit:

Additional information

Under the Fair Chance to Compete Act, the Department of Veterans Affairs prohibits requesting an applicant's criminal history prior to accepting a tentative job offer. For more information about the Act and the complaint process, visit Human Resources and Administration/Operations, Security, and Preparedness (HRA/OSP) at The Fair Chance Act.

Whole Health is an approach to health care that empowers and equips people to take charge of their health and well-being and live their life to the fullest. The VA is committed to Whole Health and values Veteran and Employee Health and wellbeing. As a VA employee, you will practice Whole Health is an environment that supports personalized and proactive care.

Participation in the seasonal influenza program is a requirement for all Department of Veterans Affairs Health Care Personnel (HCP). It is a requirement that all HCP to receive annual seasonal influenza vaccination or obtain an exemption for medical or religious reasons. Wearing a face mask is required when an exemption to the influenza vaccination has been granted. HCP in violation of this directive may face disciplinary action up to and including removal from federal service. HCP are individuals who, during the influenza season, work in VHA locations or who come into contact with VA patients or other HCP as part of their duties. VHA locations include, but are not limited to, VA hospitals and associated clinics, community living centers (CLCs), community-based outpatient clinics (CBOCs), domiciliary units, Vet centers and VA-leased medical facilities. HCP include all VA licensed and unlicensed, clinical and administrative, remote and onsite, paid and without compensation, full- and part-time employees, intermittent employees, fee basis employees, VA contractors, researchers, volunteers and health professions trainees (HPTs) who are expected to perform any or all of their work at these facilities. HPTs may be paid or unpaid and include residents, interns, fellows and students. HCP also includes VHA personnel providing home-based care to Veterans and drivers and other personnel whose duties put them in contact with patients outside VA medical facilities.

The Interagency Career Transition Assistance Plan (ICTAP) and Career Transition Assistance Plan (CTAP) provide eligible displaced VA competitive service employees with selection priority over other candidates for competitive service vacancies. To be well-qualified, applicants must possess experience that exceeds the minimum qualifications of the position including all selective factors if applicable, and must be proficient in most of the requirements of the job. Information about ICTAP and CTAP eligibility is on OPM's Career Transition Resources website which can be found at

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. VA may offer newly-appointed Federal employee's credit for their job-related non-federal experience or active duty uniformed military service. 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.

Candidates should be committed to improving the efficiency of the Federal government, passionate about the ideals of our American republic, and committed to upholding the rule of law and the United States Constitution.

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A career with the U.S. government provides employees with a comprehensive benefits package. As a federal employee, you and your family will have access to a range of benefits that are designed to make your federal career very rewarding. Opens in a new windowLearn more about federal benefits.

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Eligibility for benefits depends on the type of position you hold and whether your position is full-time, part-time or intermittent. Contact the hiring agency for more information on the specific benefits offered.