Program Support Assistant (Community Care)-Customer Specialist

Program Support Assistant (Community Care)-Customer Specialist

Department: Department of Veterans Affairs

Location(s): Fayetteville, North Carolina

Salary Range: $52693 - $68502 Per Year

Job Summary: 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.

Major Duties:

• 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/.

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/12954988. 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, 05/18/2026. 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

Application Deadline: 2026-05-18