Lead Program Support Assistant (OA)

Summary

The incumbent serves as the Lead Program Support Assistant for the Member Services section under the supervision of the Supervisory Medical Management Specialist of the Business Office. Incumbent provides training and serves as the lead to the Health Benefits Assistants, Mail Room, Patient Funds, Decedent Affairs and Reproduction/Publications.

Duties

This position interacts with patients, visitors, staff, students, and volunteers and provides information and assistance in order to facilitate effective and efficient operation of the sections being lead. The major duties of this position include but are not limited to: Responsible for developing training curriculum, assessing employee competency and re-education employees. Implements new initiatives and ensures that training and education are delivered to employees in a timely manner. Provides training to all employees in Member Services. Reviews, utilizes, analyzes a variety of VA Generated reports. Provides general administrative support including: directing phone calls and inquiries, copy and facing, preparing correspondence, maintaining files-and records, etc. Interacts with patients, visitors, staff, students, volunteers and provides information and assistance in order to facilitate effective and efficient operation of the sections being led. Knowledge of eligibility requirements, laws and regulations pertaining to the receipt and entitlement to medical care. Ensures quality, accuracy, and timely submission of all assigned reports. Develops, conducts, evaluates and tracks job specific training. Distributes and balances workload among employees in accordance with established workflow or job specialization, ensuring timely accomplishment of assigned workload. Provides information to supervisor on performance, progress and training needs of employees. Provides training, advice and assistance to management and users regarding operating VISTA computer system and member benefits. Trains employees who determine whether or not Veterans are eligible for healthcare benefits. Ensures that the education and training provided is timely, accurate and reflects recent laws and regulations in order for employees to correctly process requests for benefits. Manages fund control points to ensure local program is compliant with funding updates/changes; certifies invoices. Manages and resolves conflicts, confrontations, and disagreements in a positive and constructive manner to minimize negative personal impact. Interact with variety of individuals using tact and diplomacy in explaining difficult or complex administrative processes and promote working relationships among patients and staff. Highly familiar with computer software packages such as Microsoft Office, XP, Excel, PowerPoint, Access, Outlook, and other computer packages. Work Schedule: Monday - Friday | 7:30 AM - 4:00 PM CT Telework: Not Available Virtual: This is not a virtual position. Position Description/PD#: Lead Program Support Assistant (OA)/PD703390 Relocation/Recruitment Incentives: Not Authorized Critical Skills Incentive (CSI): Not Approved Permanent Change of Station (PCS): Not Authorized

Qualifications

To qualify for this position, applicants must meet all requirements by the closing date of this announcement, 11/02/2026. 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-6 position you must have served 52 weeks at the GS-5. 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. Note: Time-In-Grade requirements also apply to former Federal employees applying for reinstatement as well as current employees applying for Veterans Employment Opportunities Act of 1998 (VEOA) appointment. Examples of appropriate SF-50's include: Within grade increases at the highest grade held; or Promotions with an effective date more than one year old; or SF-50s at the highest grade held with an effective date more than one year old. 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. Specialized experience is defined as: Displaying knowledge of enrollment and eligibility requirements to advise veterans of their medical benefits. Developing, conducting, and evaluating job-specific training. Working independently and managing multiple tasks simultaneously. Possessing experience of technological systems such as VISTA, CPRS, VHIC, HEC, and VIS. Managing processes, backlogs, records, and priorities with minimal supervision. Communicating tactfully and effectively, both orally and in writing. This may include preparing reports in various formats and presenting data to various organizational levels. SKILL REQUIREMENT: In addition to meeting the experience requirement, applicants for this position must show possession of the following skills, as appropriate: 40 words per minute typing speed 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. If the position is a federal position, you must include the GS level held. 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/.

Education

There is no educational substitution at this grade level.