Program Support Assistant - Veteran Services

About the role

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). To qualify for this position, applicants must meet all requirements by the closing date of this announcement, 06/30/2026. You may qualify based on your experience and/or education as described below: Specialized Experience: You must have one year of specialized experience equivalent to at least the next lower grade, GS-04, in the normal line of progression for the occupation in the organization. Examples of specialized experience would typically include, but are not limited to: 1. Following written instructions and performing multiple tasks simultaneously, with a focus on accuracy and efficiency in completing assigned duties. 2. Providing prompt, accurate, and comprehensive responses to inquiries through various communication channels, including telephone, voicemail, and written correspondence, reflecting strong communication and customer service skills. 3. Conducting research and analyzing data to determine appropriate courses of action, such as evaluating account eligibility for debt relief, refunds, or repayment plans. 4. Documenting and summarizing actions using multiple databases and tools on a daily basis, including Microsoft Excel, Word, PowerPoint, and macros; experience with Outlook for email and calendar management. 5. Delivering high-quality customer service in support of the organization's mission and guidelines, effectively addressing the diverse needs of customers in a professional and courteous manner while ensuring compliance with HIPAA and the protection of Personally Identifiable Information (PII). OR, Education: Applicants may substitute education for the required experience. To qualify based on education for this grade level you must have successfully completed 4 years of education above the high school level. OR, Combination: Applicants may also combine education and experience to qualify at this level. You must have a combination of specialized experience and education beyond the first 2 years (60 semester hours). 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/.

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