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Summary The incumbent is within the Patient Administration Service (PAS), reporting to the Administrative Officer, PAS, Central Texas Veterans Health Care System (CTVHCS). The Primary Purpose of the Position is to support the "customer service", patient-centered advocate program within Patient Administration Services (PAS) to include education as well resolving customer service issues between the Veterans and the hospital staff, community provider, and the VA contractor. Responsibilities The incumbent will perform a variety of duties, including but not limited to, the following: Working on the Veteran's behalf on a variety of questions, and issues involving problem resolution and supporting the patient representative. Collecting and identifying issues that occur on a repetitive basis and identifying trends and system gaps across all lines of authority to encompass all programs and services. Performing a variety of administrative and clerical duties in support of the organizational unit. Performing office automation support using multiple automated programs and software such as databases, spreadsheets, and graphics in support of the administrative and clerical work. Supporting and improving patient relations for the Patient Administration Services advocating for the veteran to provide patient-centered customer service and support. Supporting the maintenance of education materials, requests for education, and community outreach events. Serving as a support liaison to Executive Leadership, Congressional Liaison Representative, Facility Patient Advocates and various service level advocates ins responding to Whites House Hotlines, Congressional Inquiries, and various patient tracking reporting cases with the goal of resolving issues. Work Schedule: Monday-Friday, 7:30am-4:00pm or 8:00am-4:30pm Position Description Title/PD#: Program Support Assistant (OA)/674-00711-A Physical Requirements: The work is sedentary. Some work may require movement between offices, hospitals, warehouses, and similar areas for meetings and to conduct work. Work may also require walking/standing, in conjunctions with travel to and attendance at meetings and/or conferences away from the work site. Incumbent may carry and lift light items weighing less than 15 pounds. Requirements Conditions of Employment 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, 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: Performing administrative and clerical support duties such as, scheduling and coordinating meetings, responding to email and written requests; Collecting, analyzing, and tracking data for reporting on cases and status of suspense items; Communicating with patients orally and in writing; Receiving complaints from patients or individuals on behalf of the patient and assisting with solutions or providing answers to inquires; Organizing office procedures and reports; Performing office automation duties using various software applications such as databases, spreadsheets, and graphics to support the department needs. You will be rated on the following competencies for this position: Customer Service Analysis and Problem Solving Communication Note Screen out: This is an Office Automation (OA) position; You are required to type at least 40 words or more per minute. You must certify that you are able to type 40 words per minute with three or fewer errors. There is no educational substitution for the GS-06 level. 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 Education is not required for this position. 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. 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. Pursuant to VHA Directive 1193.01, VHA health care personnel (HCP) are required to be fully vaccinated against COVID-19 subject to such accommodations as required by law (i.e., medical, religious or pregnancy). VHA HCPs do not include remote workers who only infrequently enter VHA locations. If selected, you will be required to be fully vaccinated against COVID-19 and submit documentation of proof of vaccination before your start date. The agency will provide additional information regarding what information or documentation will be needed and how you can request a legally required accommodation from this requirement using the reasonable accommodation process. 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 https://www.opm.gov/. *Additional Information continued under "How You Will Be Evaluated" section.