Program Support Assistant

Program Support Assistant

Duties include, but are not limited, to:

• Collects, compiles and/or tracks statistical information in support of program operations. Tracks achievement on performance measures, goals, and objectives and receives and processes documents and reports in accordance with established procedures; uses software applications to draw information from a wide variety of sources to prepare reports; and assists in the planning, review, and reporting of data/statistical results of program studies. Retrieves a variety of computerized data, establishes protocols for incoming data, organizes and maintains program data. Tracks and trends issues related to program effectiveness and role implementation.
• Collaborates and communicates with Mental Health Service Management on a variety of issues to include collecting, compiling, and reporting all information for a variety of Mental Health Services Programs. Communicates with a diverse population of customers that include veterans, their families, mental health providers from a variety of disciplines, Primary Care, medical CBOC staff, technical support staff, and Veteran Service Officers. This communication includes directing patients, validation of demographics, etc., all in compliance with the Health Information Portability and Accountability Act (HIPAA), Privacy Act of 1974 and other laws and federal regulations, other applicable statues, and policies.
• Provides exceptional customer service by exceeding the customer's expectations. The incumbent will actively listen to customers with respect and concern, paying attention to the details of the customer's needs and help the customer arrive at a satisfactory solution to the problem. The incumbent will be flexible, adaptive, and enthusiastic to exceed the customer's needs. Customers include veterans, their families, mental health providers from a variety of disciplines, Mental Health staff, technical support staff and Veteran's Service Officers. The incumbent serves as a point of contact for the assigned program area.
• Utilizes statistical data to compile a monthly workload report(s) for all program staff. Assists with keeping supervisor apprised of patient census and any changes/problems that might be encountered. Participates in performance improvement activities related to the program quality improvement process and offers performance improvement advice to program staff. Responsible for providing data/reports related to the administrative, clinical, and technical aspects of the assigned program area.

Clerical 30%

• Serves as office timekeeper for Time & Leave (T&L) assigned to MHS Program areas, ensuring accurate, timely submission of time and staff attendance. The incumbent posts times daily, follows up on T&L exceptions with employees as needed. Orders and inventories program supplies, equipment, and services. Ascertains office needs and coordinates the ordering of office equipment and services through appropriate channels.
• Assists with documenting, formatting, and routing correspondence to various levels of the organization and community. The incumbent ensures an accurate and professional presentation of all communication in accordance with Medical Center guidance.
• Promptly answers, screens, and prioritizes telephone calls in a courteous and professional manner, serving as a point of contact for patients, medical center staff and other community agencies, and answers telephone calls to the Mental Health Service in a timely manner. The incumbent demonstrates proper telephone etiquette: answers phones with name, and provides location where call is answered, determines priority of inquiries and either responds to and/or routes calls to appropriate individual(s) for resolution.

Work Schedule: Monday through Friday 0730-1600

This is not a virtual position.

Position Description/PD#: Program Support Assistant / PD91714A

Relocation/Recruitment Incentives: Not authorized

Critical Skills Incentive (CSI): Not approved

Permanent Change of Station (PCS): Not authorized