Program Support Assistant- Telephone Operator

About the company

The Program Support Assistant performs a variety of administrative functions as they relate to the Office of Stakeholder Relations under the Office of Acute Services. The incumbent performs a variety of substantive duties in support of Patient Centered Care and exceptional customer service. The effectiveness with which assignments are accomplished has a significant impact to the overall mission of the Medical Center.

Your tasks

Major duties include but are not limited to: Processes incoming and outgoing materials such as correspondence, reports, and other forms of written communication. Researches and provides appropriate subject matter background of meetings without direction. Provides back-up support for Patient Representatives when needed referring problems/concerns to the Supervisory Program Support Assistant and Chief, Stakeholder Relations. Maintains good rapport and resolves issues independently with coworkers. Uses positive customer service techniques with internal and external customers who visit the medical center. Distributes mail and supplies to the Stakeholder Relations staff as tasked. Ensure correct and updated information is posted regarding customer service, patient rights, clinic locations, and upcoming events. The incumbent proactively seeks to ensure that patient rights are respected throughout the medical center by notifying the Patient Representatives, the Customer Service Representatives or the Director of Stakeholder Relations if any patient rights are being violated. Identifies customer service problems/concerns and refers concerns within established policies and within the scope of his vested authority. Models courteous, caring and professional behavior toward patients, visitors, and employees at all times. Participates in customer satisfaction surveys as instructed. Tracking feedback received from patients and visitors to make recommendations for change or improvement. Coordinates with other departments such as Facility Management to accomplish assignments and maintains a good working relationship with co-workers and other staff members. The incumbent will retrieve the minimal patient information and route the call appropriately; while retrieving employee information, location and the proper routing of calls. Utilizes separate computer system for directory purposes with requirements for editing/inputting various programs. A comprehensive and current list of physicians, home telephone numbers and pager numbers are maintained by the incumbent. Monitors and maintains log for telephone alarms, reporting troubles as appropriate to the local carrier and long-distance carrier(s). Follows up with contractor and/or supervisor on repairs depending on the urgency dictated by each entry. Escalates notification of key personnel when repair of malfunction seems to be talking longer than required. The incumbent may frequently be required to independently solicit pertinent information and opinions concerning an individual's concerns. Also, the incumbent is responsible for programs and operates the medical center paging system that provides pager service for over 400 radio pagers. Monitors and performs daily testing and logging of central medical gas and other emergency alarm systems that assess the condition of the systems in various areas of the medical center and initiates appropriate action in the event the alarm is activated. Performs other duties as assigned.

Requirements

To qualify for this position, applicants must meet all requirements by the closing date of this announcement, 11/25/2026.

Time-In-Grade Requirement: Applicants who are current Federal employees and have held a GS grade any time in the past 52 weeks must also meet time-in-grade requirements by the closing date of this announcement. For a GS-5 position you must have served 52 weeks at the GS-4. The grade may have been in any occupation, but must have been held in the Federal service. An SF-50 that shows your time-in-grade eligibility must be submitted with your application materials. If the most recent SF-50 has an effective date within the past year, it may not clearly demonstrate you possess one-year time-in-grade, as required by the announcement. In this instance, you must provide an additional SF-50 that clearly demonstrates one-year time-in-grade.

You may qualify based on your experience and/or education as described below:

Specialized Experience: You must have one year of specialized experience equivalent to at least the next lower grade GS-4 in the normal line of progression for the occupation in the organization. Examples of specialized experience would typically include, but are not limited to: experience where you were responsible for providing administrative support; collecting, compiling and tracking data and information; processing documents and reports; establishing, updating and maintaining office files and records; performing automation duties using such software applications such as word processing, spreadsheet, electronic mail, desktop publishing, calendar, database and/or graphics; answering telephones, referring visitors, and providing information. NOTE: Experience must be fully documented on your resume and must include job title, duties, month and year start/end dates AND hours worked per week. Part-time experience will be credited on the basis of time actually spent in appropriate activities.

OR, Education: Applicants may substitute education for the required experience. To qualify based on education for this grade level you must have successfully completed 4 years of education above the high school level in any field for which high school graduation or the equivalent is the normal prerequisite. This education must have been obtained in an accredited business, secretarial or technical school, junior college, college or university. One year of full-time academic study is defined as 30 semester hours, 45 quarter hours, or the equivalent in a college or university, or at least 20 hours of classroom instruction per week for approximately 36 weeks in a business, secretarial, or technical school.

OR, Combination Education and Experience: You must possess equivalent combinations of successfully completed post-high school education in excess of the first 60 semester hours (beyond the second year) and specialized experience as described above, which meet the total experience requirements for this grade level. One full academic year of study (30 semester hours) beyond the second year is equivalent to 6 months of specialized experience. Note: Transcripts (unofficial or official) must be submitted with your application materials. Education cannot be credited without documentation.

Preferred Experience: Incumbent must be obtain interpersonal communications, as well as the ability to maintain professional while being under pressure. Ability to handle conflict and problems constructively and appropriately. Incumbent must be able to work independently and professionally. Incumbent must have comprehensive knowledge of the medical center and medical center directory.

A transcript must be submitted with your application if you are basing all or part of your qualifications on education. 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: http://ope.ed.gov/accreditation/. 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: https://sites.ed.gov/international/recognition-of-foreign-qualifications/.

You must be a U.S. Citizen to apply for this job

How to apply

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.

Other

Work Schedule: Monday-Friday Different rotating tours of duty: 12am-8am (tour may change). 7:30am-4:00pm (rotate weekends). 8:00am-4:30pm (rotate weekends). 4:00pm-12:00am. 12a-12p-Saturday and Sunday 12p-12a-Saturday and Sunday.

Telework: Not Authorized

Virtual: This is not a virtual position.

Position Description/PD#: Program Support Assistant- Telephone Operator/PD10630A

Relocation/Recruitment Incentives: Not Authorized

Critical Skills Incentive (CSI): Not Approved

Permanent Change of Station (PCS): Not Authorized

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/.

All applicants tentatively selected for VA employment in a testing designated position are subject to urinalysis to screen for illegal drug use prior to appointment. Applicants who refuse to be tested will be denied employment with VA.

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 or 2-year trial 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, your employment will be terminated unless you receive certification, in writing, that your continued employment advances the public interest.