Program Support Assistant (Telephone Operator)

Quick Facts

• Role: Program Support Assistant (Telephone Operator)
• Schedule: Monday–Friday with rotating tours of duty (including evenings, nights, and weekend rotations)
• Telework: Not authorized
• Virtual: No

Description

The Program Support Assistant provides administrative and customer service support for the Office of Stakeholder Relations, supporting patient-centered care. The role processes written communications, routes calls with minimal patient/employee information, maintains a comprehensive physician and pager directory, and operates paging and emergency alarm systems. Responsibilities also include backing up Patient Representatives, monitoring and ensuring patient rights are respected, tracking customer feedback, and coordinating with other departments.

Responsibilities

• Process incoming and outgoing correspondence, reports, and written communications
• Research meeting background information without direction
• Provide backup support for Patient Representatives and refer concerns appropriately
• Distribute mail and supplies to Stakeholder Relations staff
• Ensure correct and updated posted information (customer service, patient rights, clinic locations, upcoming events)
• Notify appropriate staff if patient rights appear to be violated
• Identify customer service issues and refer within established policies and authority
• Participate in customer satisfaction surveys
• Track patient/visitor feedback and recommend improvements
• Coordinate assignments with other departments (e.g., Facility Management)
• Retrieve minimal patient information and route calls appropriately
• Maintain a current directory using computer systems (physicians, home telephone numbers, pager numbers)
• Operate and maintain telephone alarm logs; report troubles to carriers; follow up on repairs and escalate when needed
• Independently solicit pertinent information and opinions related to concerns
• Operate the medical center paging system for pager service to 400+ radio pagers
• Monitor, test, and log central medical gas and other emergency alarm systems; initiate actions when alarms are activated
• Perform other duties as assigned

Requirements

• U.S. citizenship
• Complete required application steps, including an online assessment
• Subject to background/security investigation
• Selective Service registration required for males born after 12/31/1959
• Complete online onboarding and provide acceptable I-9 identification documents (REAL ID compliant as of May 7, 2025)
• Participate in required seasonal influenza vaccination program
• Serve required probationary/trial period (1-year probation or 2-year trial)
• Meet qualifications by the closing date, via specialized experience and/or education
• (If applicable) meet time-in-grade requirements for current Federal GS employees

Benefits

A comprehensive federal benefits package is available; eligibility depends on position type and schedule (contact the hiring agency for specific benefits).