Program Support Assistant
Program Support Assistant / PD#44041-A This position is a developmental position. Assignments given may initially be of limited phases, but will increase through the full range of tasks as the incumbent acquires skills and knowledge through experience, on-the-job training, and formal training. The position serves in the capacity as the Veteran Service Support Technician and is the frontline representative responsible for the placing orders received from medical staff or patients for medical assistive devices or accessories such as hearing aids, assistive devise, batteries, orthotic soft goods, prosthetic socks, aids for the blind, etc. Provides assistance to medical specialists by guiding them through the Remote Order Entry System (ROES) software program screens for performing functions such as:
ordering items, conducting model changes, registering a veteran's devices, entering a veteran's eligibility, making serial number changes, evaluating duplicate records, locating patient records. Provides instructions or guidance for other staff on technical or administrative matters such as proper phone etiquette, proper ordering procedures, ROES loop processing, problem resolution. Gathers the customer information necessary to place an order. Interprets conditions of warranties or contracts for repair or replacement of medical assistive devices or accessories. Evaluates orders for accuracy and timeliness by verifying the shipping address, distribution method, and/or associated billing information. Processes credit card orders for payment of charges made under the PAY.GOV program. Screens incoming documents such as order cards, e-mail requests, special letter requests, and vendor correspondence to identify what needs to be brought to the attention of the supervisor or referred to the appropriate staff. Uses spreadsheets or database software to initiate, maintain, or dispose of electronic records in accordance with standard operating procedures. Maintains tracking spreadsheets for office administration such as orders and phone calls, credit card reconciliation, quality control evaluations. Navigates vendor websites to locate manufacturer specific information for medical assistive devices or accessories such as product guides, user manuals, pictures, device pairing instructions, troubleshooting tips, etc. Provides instructions on how to resolve problems such as tracking shipment information, correcting miss-sent orders, processing credits for incorrect or damaged orders, etc. Provides advice to management on the technical aspects of office procedures and policy such as personnel administration, work allocations, supply management, file management, and order processing guidelines. To qualify for this position, applicants must meet all requirements within 30 days of the closing date of this announcement. Time-in-grade:
Applicants who are current Federal employees or who have held a GS grade anytime in the past 52 weeks must also meet time-in-grade requirements. Example for a GS-06 position you must have served 52 weeks at the GS-05 level. Specialized
Experience:
GS-06:
Applicants must have one year of specialized experience equivalent to at least the next lower grade (GS-05) in the normal line of progression for the occupation in the organization. Examples of specialized experience would typically include but are not limited to:
Experience in the following:
knowledge of software programs used to order products to assist clinicians in the ordering process; use of software programs in the following areas:
credit card ordering procedures, telehealth service entry procedures, return policies, online ordering instructions; working with manufacturers to identify unique parts; accessory ordering - hearing aid lost and damage time and policy procedures, telehealth service entry procedures; knowledge in resolving database record errors; knowledge of software procedures for ordering products and identifying parts for a variety of models of hearing aids; types and sizes of batteries, prosthetic socks- i.e. difference in materials used in prosthetic socks, distinguishing the type of amputation and how prosthetic socks are sized accordingly, orthotic soft goods identification, sizing & ordering procedures; use of proper phone etiquette and professionalism when speaking to customers, vendors and clinicians. There is no educational substitute for the GS-06 level. Additional information on the qualification requirements are outlined in the OPM Qualifications Standards Handbook of General Schedule Positions. It is available for your review on OPM's website at https:
//www.opm.gov/policy-data-oversight/classification-qualifications/
Estimated Salary: $20 to $28 per hour based on qualifications.
ordering items, conducting model changes, registering a veteran's devices, entering a veteran's eligibility, making serial number changes, evaluating duplicate records, locating patient records. Provides instructions or guidance for other staff on technical or administrative matters such as proper phone etiquette, proper ordering procedures, ROES loop processing, problem resolution. Gathers the customer information necessary to place an order. Interprets conditions of warranties or contracts for repair or replacement of medical assistive devices or accessories. Evaluates orders for accuracy and timeliness by verifying the shipping address, distribution method, and/or associated billing information. Processes credit card orders for payment of charges made under the PAY.GOV program. Screens incoming documents such as order cards, e-mail requests, special letter requests, and vendor correspondence to identify what needs to be brought to the attention of the supervisor or referred to the appropriate staff. Uses spreadsheets or database software to initiate, maintain, or dispose of electronic records in accordance with standard operating procedures. Maintains tracking spreadsheets for office administration such as orders and phone calls, credit card reconciliation, quality control evaluations. Navigates vendor websites to locate manufacturer specific information for medical assistive devices or accessories such as product guides, user manuals, pictures, device pairing instructions, troubleshooting tips, etc. Provides instructions on how to resolve problems such as tracking shipment information, correcting miss-sent orders, processing credits for incorrect or damaged orders, etc. Provides advice to management on the technical aspects of office procedures and policy such as personnel administration, work allocations, supply management, file management, and order processing guidelines. To qualify for this position, applicants must meet all requirements within 30 days of the closing date of this announcement. Time-in-grade:
Applicants who are current Federal employees or who have held a GS grade anytime in the past 52 weeks must also meet time-in-grade requirements. Example for a GS-06 position you must have served 52 weeks at the GS-05 level. Specialized
Experience:
GS-06:
Applicants must have one year of specialized experience equivalent to at least the next lower grade (GS-05) in the normal line of progression for the occupation in the organization. Examples of specialized experience would typically include but are not limited to:
Experience in the following:
knowledge of software programs used to order products to assist clinicians in the ordering process; use of software programs in the following areas:
credit card ordering procedures, telehealth service entry procedures, return policies, online ordering instructions; working with manufacturers to identify unique parts; accessory ordering - hearing aid lost and damage time and policy procedures, telehealth service entry procedures; knowledge in resolving database record errors; knowledge of software procedures for ordering products and identifying parts for a variety of models of hearing aids; types and sizes of batteries, prosthetic socks- i.e. difference in materials used in prosthetic socks, distinguishing the type of amputation and how prosthetic socks are sized accordingly, orthotic soft goods identification, sizing & ordering procedures; use of proper phone etiquette and professionalism when speaking to customers, vendors and clinicians. There is no educational substitute for the GS-06 level. Additional information on the qualification requirements are outlined in the OPM Qualifications Standards Handbook of General Schedule Positions. It is available for your review on OPM's website at https:
//www.opm.gov/policy-data-oversight/classification-qualifications/
- Department:
0303 Miscellaneous Clerk And Assistant - Salary Range:
$42,674 to $61,643 per year
Estimated Salary: $20 to $28 per hour based on qualifications.
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