Program Support Assistant

4 weeks ago

Birmingham, Alabama, United States Department Of Veterans Affairs Full time
Summary

The Program Support Assistant Enrollment Specialist (PSA) position is located in the Eligibility and Enrollment Section of the Business Management Service, and performs a wide variety of duties, but is primarily responsible for interviewing applicants to determine eligibility for, and entitlement to, VA healthcare benefits. The Program Support Assistant ensures that all eligible applicants are registered and enrolled.



Duties

Major Duties and Responsibilities include but are not limited to:

  • The Program Support Assistant (PSA) has a primary responsibility to interview applicants for VA healthcare, and is expected to provide exceptional customer service, with respect and concern for the applicant.
  • The PSA should actively listen to customers, pay attention to the details of the customer's needs and concerns, and still be flexible and enthusiastic while helping the applicant understand the VA healthcare system.
  • They should also exhibit an extensive knowledge of VA healthcare options, VA Directives, VA Handbooks, and national and local policies to be able to accurately respond to inquiries from applicants, veterans, their family members, medical center staff, internal and external stakeholders, and other agencies regarding eligibility and enrollment.
  • The PSA should inform applicants of the eligibility requirements for healthcare and other benefits, the requirement for income information applicable to the Financial Means Test and Co-Pay Test, the requirement for insurance information and other necessary information, and be able to answer both general and specific questions about the applicant's eligibility for outpatient care, inpatient care, long term care, dental care, and other healthcare system programs and entitlements.
  • The Program Support Assistant is responsible for the timely determination and verification of eligibility for all applicants, which is achieved through interactive access and input from various sources for making an eligibility determination, including, but not limited to: reviews of military documents; a query through the Hospital Inquiry System (HINQ); a query through Veteran Information Solutions (VIS); the patient data exchange system in VistA; notification and verification through the VA Regional Office; notification and verification through the Health Eligibility Center (HEC); notification and verification through the Health Resource Center (HRC); and, by any necessary means to accomplish eligibility verification. Pending applications with unresolved eligibility are maintained in a suspense file which requires constant monitoring until a final eligibility determination is made.
  • The Program Support Assistant is responsible for ensuring all eligible applicants are properly enrolled through the Health Eligibility Center and all registrations are complete with no missing data (inconsistencies).
Work Schedule: 8am to 4:30pm Monday - Friday; Hours subject to change based on agency needs.

Compressed/Flexible: Not Available

Telework: Not Available

Virtual: This is not a virtual position.

Position Description Title/PD#: Program Support Assistant/PD09386A

Physical Requirements: Most of work is performed while seated at a desk for potentially long periods of time, with limited stooping, lifting (less than 50 pounds), bending at files, and walking within the medical center.

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