Major Duties:
The Program Support Assistant (MHV) will assist in providing critical, timely and effective communication in support of the Department of Veterans Affairs On-line Personal Health Record, My HealtheVet (MHV), Social Networking Media and Secure Messaging (SM) components. You will serve as the facility champion supporting existing and future veteran communication initiatives. You will execute local program implementation, providing training and outreach to Veterans and their families with the goal of optimizing Veterans' healthcare management.
Outreach: Promotes the use of MyHealtheVet (MHV) by advertising the program, promoting MHV through interaction with Veterans and with employees, and attending community events. The incumbent conducts extensive communications with Veterans in person, telephonically, over email, and by letter to comply with technical requirements, program parameters, national and local policies, and assist with enrollment outreach efforts. The incumbent will assist with My HealtheVet enrollment drives in the community, at town halls, at new patient orientation, and nursing homes. The incumbent also serves as a Marketing and Advertising representative knowledgeable about MHV and will assist Veterans with general enrollment and use issues consistent with written guidelines and policy. The incumbent completes face-to-face communications, training, demonstration of MHV uses with Veterans, family members, and employees. The incumbent assists Veterans for enrollment, authenticates accounts, and demonstrates the platform functionality and uses with the Veteran, family members, and employees. Demonstrates this technology such as secure messaging, remote monitoring, medication refills, medical record management. Verifies qualifications and credentials of Veterans enrolling onto the MHV web portal including authentication and online patient education resource sites both on the local intranet page and the Internet. Ensures that veterans are enrolled in the system correctly and follows up with Veterans who did not enroll correctly. Incumbent conducts system platform demonstrations with the Veteran or family member and coaches through the use of various functions, resources, and features. - 60%
Training: The MHV Assistant participates in New Employee Orientation and New Patient Orientation and is a Subject Matter Expert for all MHV related activities. On a day-to-day basis, the MHV Assistant trains employees on MHV and Secure Messaging and adds them to the MHV system. Incumbent acts as the local "help desk" for both employees and Veterans who have operational questions regarding MHV, educates patients on the
benefits of MHV, system enrollment, and navigation.
Administration: The incumbent promotes organizational efficiencies and productivity gains with respect to use of this program. Works with various services within the organization to ensure that My HealtheVet is promoted. Visits various health care points of care to discuss program objectives and promote participation. Explains operating details of the program and available benefits which may be expected. Responds to questions presented in person, via letters and phone calls. The incumbent monitors program participation and use, completes reports on enrollment, account status, and
messaging trends in response to escalation expectations. Collect, develop, and document data for facility operational decisions. The MHV Assistant monitors kiosk functionality, use, and related areas of concern. Issues that arise locally with the program, which may include equipment or system issues are immediately referred to the program coordinator for appropriate higher-level action if required.
Preferred Experience: My HealtheVet experience preferred.
Promotion Potential: The selectee may be promoted to the full performance level without further competition when all regulatory, qualification, and performance requirements are met. Selection at a lower grade level does not guarantee promotion to the full performance level.
Work Schedule: Monday - Friday, 7:30am - 4:00pm
Position Description/PD#: Program Support Assistant - My HealtheVet/PD92442-A and PD92443-A
Relocation/Recruitment Incentives: Not Authorized
Critical Skills Incentive (CSI): Not Approved
Permanent Change of Station (PCS): Not Authorized
Starting at $35,373 Per Year (GS 4-5)