Program Support Assistant

Job Title

Program Support Assistant

Job Description

The Program Support Assistant (PSA) has a primary responsibility to interview applicants for VA healthcare, and is expected to provide exceptional customer service, with respect and concern for the applicant. The PSA should actively listen to customers, pay attention to the details of the customer's needs and concerns, and still be flexible and enthusiastic while helping the applicant under the VA healthcare system. The PSA should also exhibit an extensive knowledge of VA healthcare options, VA Directives, VA Handbooks, and national and local policies to be able to accurately respond to inquiries from applicants, veterans, their family members, medical center staff, internal and external stakeholders, and other agencies regarding eligibility and enrollment. The PSA informs applicants of the eligibility requirements for healthcare and other benefits, the requirement for income information applicable to the Financial Means Test and Co-Pay Test, the requirement for insurance information. Be able to answer both general and specific questions about the applicant's eligibility for outpatient care, inpatient care, long term care, dental care, and other healthcare system programs and entitlements. Expertise in multiple systems including VISTA, CPRS, EPAS, and Electronic Equipment Request Portals is crucial. Performs additional duties as assigned to support the facility/agency.

Work Schedule: 8:00am-4:30pm Compressed/Flexible: Telework: Ad-hoc This position may be authorized for telework. Telework eligibility will be discussed during the interview process. Virtual: This is not a virtual position. Position Description/PD#: Program Support Assistant PD09836S

US Department of Veterans Affairs