What are the responsibilities and job description for the Program Support Assistant (Community Care)-Customer Specialist position at US Department of Veterans Affairs?
This Program Support Assistant position is located in the Office of VA Community Care (VACC) under the Office of the Chief of Staff at the VA Medical Center in Fayetteville, NC. The Program Support Assistant (PSA) has a primary responsibility to support the planning and operational management for the local VA Community Care Office, to initiate, maintain and re-establish relationships between the VACC Office and the Vendor/Community Provider/Stakeholder.
EDUCATION: There is no educational substitution at this grade level.
RESPONSIBILITIES: The Program Support Assistant (Customer Specialist) is responsible for carrying out the full range of responsibilities of this position for the Program Oversight support for the Mid-Atlantic Health Care Network located at the Fayetteville VA Medical Center. The individual will be the main focal point for coordinating correspondence, communication, problem resolution and regulation interpretation for all customers served by the VA Community Care (VACC). These customers are both organizational (veterans, service organizations, congressional offices, VISN and medical centers served) and private (non-VA healthcare providers and facilities) customers.
Duties include but are not limited to:
Prepares and submits service specific reports and studies for briefing and performance such as daily quad reports, site action plans, compliance and integrity concerns and trends, Claims Adjudication and Reimbursement reports as applicable, Provider Agreement reports, External Medical Office wait-times.
Conducts extensive research and compilation of data from diverse resources.
Conducts phone calls, face to face meetings and email correspondence as generally directed by the supervisor. Attends meetings to obtain information, and provide feedback, to ensure continuity and smooth operation of the program or services.
Follows up via email with potential and previous vendors to render current instructions and certification requirements.
Maintains a working relationship with veteran's service organizations, community groups, and others whose interest is in helping and protecting veterans, their families, and their representatives as it relates to Community Care.
Processes documents for veterans, determining vendor eligibility, and responding to inquiries regarding services and other administrative matters, and resolving patient or family, and vendor complaints, and coordinating with the VACC Program Manager, for awareness purposes.
Serves as a liaison with congressional offices responding directly to their staff assistants, when appropriate, on matters involving patient and/or vendor issues related to the VA Community Care.
Logs and forwards correspondences to the appropriate section for response after initial review of Congressional correspondence and complaint correspondence.
Checks eligibility provisions such as licensing, certification, education and general requirements of the VACC program.
Coordinates appointments with interested and contracted vendors confirming schedule by personally contacting providers and arranging their participation during the enrollment phase(s) and encounters.
Assists medical centers in resolving issues between VACC, the vendor and the medical center.
Reviews files or records related to patient care authorizations delivered by both VA and non-VA healthcare provider in resolving payment disputes as warranted.
Assists non-VA healthcare providers in recognizing and understanding regulations that apply to health care provided to veterans.
Works directly with vendors and contact any member of the Medical Center's staff concerning any matter for problems relating to non-VA patient care which has not been resolved by other services.
Work Schedule: Monday-Friday, 800am-4:30pm
Telework: Ad-hoc telework at the Supervisor's discretion.
Virtual: This is not a virtual position.
Position Description/PD#: Program Support Assistant (Community Care)-Customer Specialist/ PD08300A
Relocation/Recruitment Incentives: Not Authorized
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, 05/18/2026.
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-07 position you must have served 52 weeks at the GS-06. 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.
You may qualify based on your experience described below:
Specialized Experience: You must have one year of specialized experience equivalent to at least the next lower grade GS-06 in the normal line of progression for the occupation in the organization. Examples of specialized experience would typically include, but are not limited to: Providing administrative and customer support within a healthcare facility; performing automation duties using such software applications such as word processing, spreadsheet, electronic mail, desktop publishing, calendar, database, and/or graphics; collecting, compiling, and tracking data and information; and researching reference materials, regulations, and standards to identify appropriate action necessary to correct problems or issues.
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/ . SALARY: QuantitativeValue EMPLOYMENT TYPE: Other