Program Support Asst (OA)

Summary

The incumbent serves as a Program Support Assistant for the Clinical Program of Community Care and a Liaison between the Clinical Program and the Community Providers. Responsibilities include communicating, administrating, coordinating, and monitoring Care in the Community.

Duties

• VA Tennessee Valley Healthcare System (TVHS) is an integrated tertiary health care system comprised of two hospitals, the Alvin C. York VA Medical Center in Murfreesboro and the Nashville VA Medical Center, as well as 21 outpatient clinics located in middle Tennessee and southern Kentucky. TVHS provides ambulatory care, primary care, and secondary care in acute medicine and surgery, specialized tertiary care, transplant services, spinal cord injury outpatient care, and a full range of extended care and mental health services. More than 146,000 Veterans in middle Tennessee, southern Kentucky, and northern Georgia trust VA TVHS for their health care needs. TVHS is the seventh largest VA medical center system in the nation serving roughly 75 counties with robust research and development, health care innovation, and more. Middle Tennessee offers an abundance of entertainment such as historic music venues, NFL Titans and NHL Predators, recreational activities, and natural sceneries ideal for any individual. Additionally, Tennessee does not have state taxes making the area more attractive to high-quality candidates. The incumbent serves as the Program Support Assistant (PSA) in support of the Community Care Clinical Program and other assigned Support program staff. Duties include but are not limited to: Track and maintain the VISN 9 patient database for Veterans presenting to community EDs/ hospitals; monitor notification accuracy and completeness. Prepare reports from patient tracking database; collect, compile, and analyze data on program integrity. Monitor and process daily transmission/acceptance of Plans of Care and DME requests; identify and correct errors. Collect provider signatures for Home Health and Outpatient Rehab Plans of Care and OASIS documents; prep documents for scanning. Provide training to community vendors/providers on rejections and process changes. Process Veteran Care Agreements (VCAs): receive correspondence/faxes, obtain signatures, route through National Community Care office, upload into PPMS. Serve as liaison between Community Care Clinical Program and community providers; respond to inquiries from Veterans, families, caregivers, and staff. Identify emergent/urgent patient concerns from calls and route appropriately using clinical judgment. Use CPRS, VistA, CTM, HSRM, MS Office (Word/Excel/PowerPoint/Outlook), and StreemFax to retrieve data, track work, and prepare report. Train new staff on VA software/equipment; troubleshoot basic hardware/software issues. Protect sensitive data (PHI/PII) per Privacy Act and VA policy; follow access agreement requirements. Serve as point of contact in absence of Chief, Nurse Manager, or Program Supervisor; independently resolve or triage program inquiries. Work Schedule: Monday-Friday 7:00am to 3:30pm or 7:30am to 4:00pm Telework: This position may be authorized for ad hoc telework once the employee is fully trained and competent as determined by their supervisor. Virtual: This is not a virtual position. Position Description/PD#: Program Support Asst (OA)/PD70810A Relocation/Recruitment Incentives: Not authorized Critical Skills Incentive (CSI): Not approved Permanent Change of Station (PCS): Not authorized PCS Appraised Value Offer (AVO): Not authorized

Qualifications

To qualify for this position, applicants must meet all requirements by the closing date of this announcement, 09/22/2026. You may qualify based on your experience as described below: Specialized Experience: You must have one year of specialized experience equivalent to at least the next lower grade GS-5 in the normal line of progression for the occupation in the organization. The experience gained must show on your resume evidence of working in a business or medical office setting. Examples of specialized experience would typically include, but are not limited to: Experience greeting and interacting with a variety of individuals from high-ranking executives to lower level employees; experience in an office or medical environment performing administrative and secretarial duties; answering incoming telephone inquiries and correspondence; composing, proofreading, and editing correspondence, memorandums, policies, etc.; ensuring all correspondence, memorandums, policies, etc. contain correct format, grammar, spelling, and punctuation; utilizing microcomputer programs, such as Microsoft Office (Word, Excel, PowerPoint, and Outlook); Track and maintain database; interpreting rules, regulations, and policies; ensuring all correspondence, memorandums, policies, etc. Preferred Experience: experience with successful conflict resolution / following processes / leading others or communicating to groups / experience with computer software / finding solutions to problems, creating a new process, improving organization. NOTE: Experience must be fully documented on your resume and must include job title, duties, month & year starting and ending dates AND hours worked per week. For more information on these qualification standards, please visit the United States Office of Personnel Management's website at https://www.opm.gov/policy-data-oversight/classification-qualifications/general-schedule-qualification-standards/.

Requirements

You must be a U.S. Citizen to apply for this job To be considered for this position, you must complete all required steps in the process. In addition to the application and questionnaire, this position requires an online assessment. The online assessment measures critical general competencies required to perform the job. Selective Service Registration is required for males born after 12/31/1959 Physical Requirements: The work required does not inherently include any physical requirements essential for successful job performance that could not otherwise be performed with accommodation or workplace adjustment. A pre-placement physical examination is not required. Subject to background/security investigation Selected applicants will be required to complete an online onboarding process. Acceptable form(s) of identification will be required to complete pre-employment requirements (https://www.uscis.gov/i-9-central/form-i-9-acceptable-documents). 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. Participation in the seasonal influenza vaccination program is a requirement for all Department of Veterans Affairs Health Care Personnel (HCP) 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 period, your employment will be terminated unless you receive certification, in writing, that your continued employment advances the public interest.

Education

There is no educational substitution at this grade level.

How to apply

Please read the entire announcement and all the instructions before you begin an application. To apply for this position, you must complete the initial online application, to include the initial online questionnaire and submission of the required documentation specified in the How to Apply and Required Documents section. The complete application package must be submitted by 11:59 PM (ET) on the closing date of the announcement to receive consideration. To preview the application questionnaire, click https://apply.usastaffing.gov/ViewQuestionnaire/13061737. The application process is as follows: To begin, click Apply Online to create a USA JOBS account or log in to your existing account. Follow the prompts to select your USA JOBS resume and/or other supporting documents. Answer the questions presented in the application and attach all necessary supporting documentation. Click the Submit Application button prior to 11:59 PM (ET) on the announcement closing date, 09/22/2026. If you are required to complete any USA Hire Assessments, you will be notified after submitting your application. The notification will be provided in your application submission screen and via email. The notification will include your unique assessment access link to the USA Hire system and the completion deadline. Additionally, in USAJOBS you can click "Track this application" to return to your assessment completion notice. Access USA Hire using your unique assessment link. Access is granted through your USAJOBS login credentials. Review all instructions prior to beginning your assessments. You will have the opportunity to request a testing accommodation before beginning the assessments should you have a disability covered under the Rehabilitation Act of 1973 as amended. Set aside at least 3 hours to take the USA Hire Assessments; however, most applicants complete the assessments in less time. If you need to stop the assessments and continue later, you can re-use your unique assessment link. NOTE: Your responses to the USA Hire Assessments will be reused for one year (in most cases) from the date you complete an assessment. If future applications you submit require completion of the same assessments, your responses will be automatically reused. Visit the USA Hire Applicant Resource Center for practice assessments and assessment preparation resources at https://support-usahire.opm.gov/hc/en-us. To update your application, including supporting documentation: During the announcement open period, return to your USAJOBS account, find your application record, and click Edit my application. This option will no longer be available once the announcement has closed. To view the announcement status or your application status: https://help.usajobs.gov/how-to. Your application status page is where you can view your application status, USA Hire assessment completion status, and review your notifications sent by the hiring agency regarding your application. Beginning September 27, 2025, Federal agencies will only accept resumes up to two pages in length to comply with the Merit Hiring Plan. Resumes longer than two pages will result in ineligibility for further consideration for the position. USAJOBS will not allow you to upload or build resumes longer than two pages, and you will need to update the resumes in your profile before applying for a job. Resumes should include information relevant to the knowledge, skills, abilities, and competencies of the position to which you are applying. VA is unable to make assumptions about qualifications if not clearly listed. Resumes must be legible so they can be reviewed for eligibility, minimum qualifications and other position requirements listed in the job announcement. Your resume must be 5MB or less. We recommend saving and uploading your resume as a PDF to maintain formatting and number of pages. We also accept GIF, JPG, JPEG, PNG, RTF, TXT, PDF, ODT or Word (DOC or DOCX). We do not accept PDF portfolio files. We recommend using a sans-serif font size like Lato, if available. Other widely available options are Calibri, Helvetica, Arial, Verdana, Open San Source Sans Pro, Roboto or Noro Sans. Make your page margins 0.5 inches. Consider using 14-point size font for titles and 10-point for the main text in your resume. The resume builder can help you create a resume using these recommendations and uses the information in your USAJOBS profile to help you get started. Helpful Hints for Creating a Two-Page Resume: Prioritize most relevant and recent experience Use concise, results focused language Align language from the job announcement Focus on demonstrating skills and competencies Remove outdated or unrelated experience Use the USAJOBS resume builder Additional guidance on this new requirement and resume building tools can be found at https://help.usajobs.gov/faq/application/documents/resume/page-limit.