Description du poste
The Supervisory Program Support Assistant position serves as the Management Assistant of the Patient Relations Section within Guest Relations Service (GRS). He/she acts on behalf of the Deputy Chief, HAS activities of all areas associated within PRS, including the Mobile Care Unit Patient Transport, Patient information Center, Telephone Operator Dispatch and the VIP Ambassador Program. Incumbent serves as Contract Officer Representative, and Automated Data Processing Application Coordinator.
PRINCIPALES MISSIONS :
Duties listed: Incumbent supervises the Program Support Assistant/Information Desk, VIP Ambassador Program and the NA/Mobile Care Unit which includes controls of all regular and special reports, timecards, equipment needs, ADP needs, performance appraisal, interprets administrative issues from collected data while enhancing the collaborative role between auxiliaries, clinical and non-clinical services, and the community as a whole. Incumbent reviews local and national directives, circulars and policies on administrative procedures to stay abreast of new, revised, or supervised procedures. Incumbent receives and screen veterans, visitors, family members, volunteers, vendors, and other external and internal customers for customer needs providing verbal and written instructions, along with clarification and affirmation of Health Care System Memorandums and Policies. Incumbent acts as a Patient Advocate for patients of the medical center, visitors and members of the general public on issues that are brought to their attention while overseeing duties performed in the Main Lobby area of the facility. Incumbent independently exercises considerable judgment to assure staff members are adhering to local, regional, and national VA policies related to the programs. Incumbent promotes ideas, increase operational efficiency, and solutions to problematic situations. Incumbent designs and monitors work processes utilizing self-developed productivity reports that include MCU Transport Dispatch Report, Customer Surveys, surveying of staff's knowledge of MCM's and policies. Incumbent performs a variety of duties to carry out work for PRS/GRS to assure quality assurance and that proper transactions carry out health care programs and functions as dictated by policy. Incumbent must ensure patient information is processed according to HIPPA and Patient Privacy laws, along with the highest regards for customer service. Incumbent monitors compliance within the program requirements by conducting internal compliance reviews, assessments, and audits within PRS. Incumbent conducts privacy assessment at the information desk and the MCU and ambassador patient transportation by going on adminstrative rounds on a regular base with them. Incumbent identifies and recommends corrections to specific and systemic problems identified. Incumbent must resolve issues with minimal consequences by utilizing informal and/or formal solutions such as peer to peer meetings, investigations, surveying involved parties, and providing documentation, if necessary. Incumbent administratively assists in investigating problems and/or situations utilizing various forums such as, interviewing/surveying involved parties, reviewing associated documentation or any procedures that require special action such as inquires regarding services not provided, patient abuse, claims for accidental injury or death. Incumbent provides advice to managers and supervisors on a wide range of situations and problems related to the substantial nature of the services provided in support of the organization. Incumbent establishes working relations with the appropriate service officials related to VA security, manuals, administrative issues, procedures, formats, equipment and supplies needed for the day-to-day operations. Incumbent possesses knowledge of all administrative functions and a working knowledge of other Services activities within the organization. Work Schedule: Full time; Monday-Fri