Supervisory Program Support Assistant

Quick Facts

• Role: Supervisory Program Support Assistant (Patient Relations/Guest Relations)

• Work schedule: Full time, Monday–Friday 7:30am–4:00pm

• Travel: 25% between East Orange, NJ and Lyons, NJ

• Telework: Not authorized

Description

The Supervisory Program Support Assistant supervises program support and patient information functions within a patient relations section, acting on behalf of leadership across related service areas. The role manages administrative reporting, compliance, and daily operations while serving as a patient advocate for patients and visitors. The incumbent also serves as a contract officer representative and automated data processing application coordinator.

Responsibilities

• Supervise Program Support Assistant/Information Desk, VIP Ambassador Program, and NA/Mobile Care Unit areas

• Control regular and special reports, timecards, equipment needs, ADP needs, and performance appraisal

• Review and interpret local and national directives, circulars, and administrative procedures

• Screen and assist veterans, visitors, families, volunteers, vendors, and other customers with verbal/written instructions

• Provide patient advocacy, oversee Main Lobby duties, and resolve issues using judgment within VA policies

• Promote operational efficiency and develop solutions to problematic situations

• Design and monitor work processes using self-developed productivity reports and surveys (MCU dispatch, customer surveys, staff knowledge)

• Conduct quality assurance and ensure proper processing of transactions supporting healthcare programs

• Ensure patient information is processed according to HIPAA and patient privacy laws

• Monitor program compliance through internal compliance reviews, assessments, and audits

• Perform privacy assessments at the information desk and MCU via administrative rounds

• Identify systemic and specific problems and recommend corrective actions

• Assist with investigations and problem resolution using interviews/surveys, documentation review, and special inquiries

• Advise managers on service-related issues and establish working relationships with relevant VA officials

Requirements (Qualification & Conditions)

• U.S. citizenship required

• Complete all required application steps, including an online assessment

• Selective Service registration required for eligible males

• Subject to background/security investigation and online onboarding with acceptable identification

• Seasonal influenza vaccination participation required for VA health care personnel

• Required to complete a 1-year probationary period or 2-year trial period

• Must meet time-in-grade requirements if applicable

• Must meet specialized experience/qualification requirements by the closing date