Program Support Assistant - Indianapolis, United States - Veterans Health Administration

Description

Summary
The incumbent will serve in the VISN 10/12 Optical Laboratory administrative department.

The Assignments at this level include but are not limited to:

generating reports of all kinds using different computer programs, tracking and generating payroll data, addresses the needs of the customer with understanding of eyeglass fabrication process and Optical terminology.

Duties

MAJOR DUTIES:

Admin Duties: 50%

• Take actions as authorized in the contract rejecting unsatisfactory supplies and ensuring that

proper invoices are prepared by the contracted vendors.

• Generates various production reports and distributes the reports to upper management.
• Assist with purchase orders, compile supply costs, reconcile invoices, and keep track of supply

and maintenance contracts.

• Conducts general administrative duties associated with maintaining and supporting the work

performed within the Optical Lab.

• Track funds and report payroll data (Timekeeper) to the payroll department. Maintain payroll

records.

• Generate and distribute month end statements and forward the data to the fiscal department

for fund transfer.

• Generates daily workload reports by care site and monitors turnaround time.
• Prints, sorts, and verifies incoming eyeglass orders.
• Receives, sorts, and evaluates eyeglass orders and frames sent by care sites.

Customer Service: 50%

• Advanced knowledge of Optical terminology due to the technical nature of language utilized by

clinicians.

• Works with the over 70 different VA Care Sites Opticians to coordinate the direct patient care

issues with eyeglasses.

• Establishing Veteran patient eligibility and entitlement for receiving prosthetics devices
• Edits and updates the information for the Veteran patient record
• Responsible for fielding calls from Veteran patients and Care Sites Opticians on status of their

prescriptions. Incumbent is responsible for responding to patient complaints, initiates action or changes necessary to correct problem situations, and reports on corrective measures taken to
the patient or the patient's representative.

• Acts as an advocate for patients using judgement to resolve problems.
• Creates and maintains customer satisfaction surveys. Documents all findings derived from these

surveys after thorough analysis of data to identify trends and patterns.

• Ability to collaborate, communicate, set priorities, and organize the work to meet deadlines,

ensuring compliance with established processes, policies, and regulations.

• The incumbent will play an integral role in identifying and developing ways to resolve problems

with the administrative and fabrication staff on customer service, fund transfers, files
maintenance and vendor or care-site issues.

• Maintain effective communication with interdisciplinary team and outside vendors.
• Identifies existing and potential problem areas, suggests solutions or alternatives to existing

procedures.
Performs other duties as assigned.

Work Schedule: Monday-Friday, - .

Position Description/PD#: Program Support Assistant / PD92041-0

Financial Disclosure Report: Not required