Program Support Assistant – Veteran Services

Summary

This position is located at the Western Consolidated Patient Accounts Center (CPAC), a regionally consolidated business entity established to increase revenue operations throughout the VHA network using an industry best model built on regional management of key aspects of the revenue cycle, including standardization, accountability and economies of scale for several Veteran Integrated Service Networks (VISN).

Duties

• At the full performance level, the Veteran Services Program Support Assistant (PSA) serves as the primary CPAC contact for the Veteran, Veteran representative, or advocate regarding all aspects of VA 1st party copayment debt within the VA system.
• The PSA explains VA financial programs, VA regulatory requirements, and available debt management options.
• This process includes conducting interviews to ascertain current financial concerns and limitations and identifying issues and barriers of understanding in navigating VA financial policy.
• The PSA gathers relevant documents and data from multiple VHA and VBA systems (when necessary) and completes adjustments to Veteran copayment accounts as needed to resolve Veteran requests for debt relief and assistance.
• The PSA provides assistance and guidance to Veteran customers with the following internal and external agencies: VA Debt Management Center (DMC), Internal Revenue Service (IRS), Treasury Offset Program (TOP), the Treasury Cross Servicing Program (CS), Congressional and White House communication teams, and multiple Veteran Services Organizations (VSO).
• Major duties and responsibilities include, but are not limited to: – Performs 1st party bill balance adjustments due to receipt of corresponding 3rd party payments (claims-matching) audit reviews and bill reconciliation actions related to retroactive copayment exemption decisions from VBA (DMC validity and rated eligibility). – Performs detailed auditing and reporting of Veteran patient copayment account requests received from Veteran, stakeholder and/or other external entities. – Works closely with the VA Health Resource Center (HRC) and VA Regional Counsel (RC) representatives and agents on questions and corresponding debt relief and/ or legal case remedies for First Party copayment accounts. – Provides timely, accurate and complete responses to Veteran inquiries from the HRC using a variety of communication methods including telephone and written correspondence. – Consistently communicates and treats Veteran customers, Veteran representatives and stakeholders, visitors, and all VA staff in a professional, courteous, tactful, and respectful manner while providing the Veteran customer with consistent information according to established VA policies and procedures. – Documents and completes an electronic record of all actions performed, and summary of communications with the Veteran customer within the VistA debtor history to ensure accurate historical reference history is available for future review by internal and external stakeholders as needed. – Performs other related duties as assigned.
• Promotion Potential: The selectee may be promoted to the full performance level without further competition when all regulatory, qualification, and performance requirements are met.
• Selection at a lower grade level does not guarantee promotion to the full performance level.
• Work Schedule: Monday – Friday, 8:00 am – 4:30 pm Compressed/Flexible: May be available at supervisor's discretion.
• Telework: This position may be authorized for ad hoc telework.
• Telework eligibility will be discussed during the interview process.
• Virtual: This is not a virtual position.
• Position Description/PD#: Program Support Assistant – Veteran Services/PD73256A Relocation/Recruitment Incentives: Not authorized.
• Critical Skills Incentive (CSI): Not approved.
• Permanent Change of Station (PCS): Not authorized.

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

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/.

Required Documents

Prepare the documents below before applying. Always confirm the exact requirements on the official announcement, since they vary by position:

• Please make sure you have included other documents required for your application, such as a copy of your transcript (if using education to qualify), SF-50's (current/former Federal employees), documentation to support Veterans Preference claims, or ICTAP/CTAP documentation (for displaced Federal employees).
• Cover Letter DD-214/ Statement of Service Disability Letter (VA) Performance Appraisal Resume Separation Notice (RIF) SF-15 SF-50/ Notification of Personnel Action Transcript Veterans' Preference: Since the Direct-Hire Recruitment Authority is being used, traditional Veterans' Preference rules do not apply.
• Qualified veterans will, however, be given full consideration for this position.
• Veterans and Transitioning Service Members: Please visit the VA for Vets site for career-search tools for Veterans seeking employment at VA, career development services for our existing Veterans, and coaching and reintegration support for military service members.
• It is the policy of the VA to not deny employment to those that have faced financial hardships or periods of unemployment.
• NOTE: Participation in the seasonal influenza program is a condition of employment and 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.