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Supervisory Program Support Assistant (Ambassador Service Supervisor)

US Veterans Health Administration -
Murfreesboro, TN

Apply Now

Job Details

Full-time
$50,460 - $65,599 a year
9 days ago

Qualifications

Visitor query response
Staff performance monitoring
Staff supervision
Program management
Team supervision
Program development
Patient advocacy
Employee relationship building
Patient complaint handling
Patient experience leadership
Customer support management
Interdisciplinary policy and procedure development experience
Policy Development
Hospital experience
Process program evaluations

Full Job Description

Summary

The Supervisory Program Support Assistant (Ambassador Service Supervisor) serves serves as the program coordinator and is administratively responsible for and has oversight of the Lead Program Support Assistants (Ambassadors), Program Support Assistants (Ambassadors), patient transport, concierge services, and wheelchair/transport chair management at TVHS VEO Ambassador Service staffed sites. The position is located in the Veteran Experience Office under the Assistant Director TVHS.

Learn more about this agency

This job is open to

The public

U.S. Citizens, Nationals or those who owe allegiance to the U.S.

Clarification from the agency

ALL US CITIZENS DIRECT HIRE AUTHORITY: This position is being filled using Direct-Hire Authority (5 CFR 337.201) for this occupation.

Duties

VA Tennessee Valley Healthcare System (TVHS) is an integrated tertiary health care system comprised of two hospitals, the Alvin C. York VA Medical Center in Murfreesboro and the Nashville VA Medical Center, as well as 21 outpatient clinics located in middle Tennessee and southern Kentucky. TVHS provides ambulatory care, primary care, and secondary care in acute medicine and surgery, specialized tertiary care, transplant services, spinal cord injury outpatient care, and a full range of extended care and mental health services. More than 146,000 Veterans in middle Tennessee, southern Kentucky, and northern Georgia trust VA TVHS for their health care needs. TVHS is the seventh largest VA medical center system in the nation serving roughly 75 counties with robust research and development, health care innovation, and more. Middle Tennessee offers an abundance of entertainment such as historic music venues, NFL Titans and NHL Predators, recreational activities, and natural sceneries ideal for any individual. Additionally, Tennessee does not have state taxes making the area more attractive to high-quality candidates.

The Supervisory Program Support Assistant (Ambassador Service Supervisor) plans, organizes, and oversees the activities of the Ambassador Services Program. Responsible for developing, implementing, coordinating, and evaluating a comprehensive Ambassador Services Program for all Veteran enrollees. The Supervisory Program Support Assistant is responsible for oversight of the Ambassador Services Program which requires development of policies and procedures for program operation. Administers information and uses analytical systems to evaluate and enhance the quality of services provided to Veterans accessing care throughout the Healthcare System. Duties and responsibilities of the Supervisory Program Support Assistant include but are not limited to:

Oversees the Ambassador Service Program by ensuring work assignments in the area are carried out and assesses the quality and

quantity of the work produced by each employee.

Provides a channel through which patients and visitors can seek assistance to meet unresolved needs, then works with staff to optimize

the veteran's and family experience. Improving the Veteran experience by managing non-clinical needs by proactively assisting with
physical and experientially navigation of the complex array of services and layout of the health care system.

Ensures the Veteran and family members needs are met from the time of arrival at the healthcare facility to the departure of the

grounds, including, coordinating parking lot shuttle rides, patient transportation, patient escort through the facility, visitor greeting,
wayfinding and problem resolution.

Leads efforts to build, sustain and implement Ambassador services best practices by providing technical and administrative supervision

to Program Support Assistants (Ambassadors), by directing, coordinating and overseeing work.

Prepares the plans for work to be accomplished by subordinates such as: set short/long term priorities, prepares schedules, approves

leave requests and provides required training.

Creates a positive environment of a group of people working together to encourage trust. collaborate , and be committed to other

team members to achieve the common goal of providing outstanding customer service to our Veterans and family members.

Responsible for assessing performance of subordinate staff

.
Work Schedule: 8:00am - 4:30pm Monday - Friday; Subject to change depending on agency needs.
Virtual: This is not a virtual position.
Position Description/PD#: Program Support Assistant Ambassador Supervisory
Relocation/Recruitment Incentives: Not Authorized.
Critical Skills Incentive (CSI): Not Approved.
Financial Disclosure Report: Not required

Requirements

Conditions of employment

You must be a U.S. citizen to apply for this job
Subject to a background/suitability investigation
Selective Service Registration is required for males born after 12/31/1959
A complete application package; Resume, Transcripts, etc. is required
Selected applicants will be required to complete an online onboarding process. Acceptable form(s) of identification will be required to complete pre-employment requirements (https://www.uscis.gov/i-9-central/form-i-9-acceptable-documents).
Effective May 7, 2025, driver's licenses or state-issued identification cards that are not REAL ID compliant cannot be utilized as an acceptable form of identification for employment.

Upon completion of your probationary period, your employment will be terminated unless you receive certification, in writing, that your continued employment advances the public interest.

As a condition of employment for accepting this position, you will be required to serve a 1-year probationary period during which we will evaluate your fitness and whether your continued employment advances the public interest. In determining if your employment advances the public interest, we may consider:

your performance and conduct;
the needs and interests of the agency;
whether your continued employment would advance organizational goals of the agency or the Government; and
whether your continued employment would advance the efficiency of the Federal service

Upon completion of your probationary period or trial period, your employment will be terminated unless you receive certification, in writing, that your continued employment advances the public interest.

Qualifications

To qualify for this position, applicants must meet all requirements by the closing date of this announcement.

GS-07 grade level: One year of specialized experience (equivalent to the GS-06 grade level in the federal service); experience that equipped the applicant with the particular knowledge, skills and abilities (KSA's) and other characteristics to perform successfully the duties of the position, and that is typically in or related to the work of the position to be filled, in the normal line of progression for the occupation in the organization. Specialized experience will have been performed in a healthcare setting and includes: the development of polices and procedures for program operation. Management of patients' considerable non-clinical needs to improve their hospital experience by proactively helping patients navigate, physically and experientially, the complex array of services and physical layout of the Healthcare System. Review work to assess quality and quantity of work produced by each employee, formulates written procedures and performance standards, reviews work in progress to ascertain problem areas and takes corrective action as necessary.

Experience refers to paid and unpaid experience, including volunteer work done through National Service programs (e.g., Peace Corps, AmeriCorps) and other organizations (e.g., professional; philanthropic; religions; spiritual; community; student; social). Volunteer work helps build critical competencies, knowledge, and skills and can provide valuable training and experience that translates directly to paid employment. You will receive credit for all qualifying experience, including volunteer experience.

Education

There is no educational substitution for the GS-07 level.

Additional information

Under the Fair Chance to Compete Act, the Department of Veterans Affairs prohibits requesting an applicant's criminal history prior to accepting a tentative job offer. For more information about the Act and the complaint process, visit Human Resources and Administration/Operations, Security, and Preparedness (HRA/OSP) at The Fair Chance Act.

Participation in the seasonal influenza program is a requirement for all Department of Veterans Affairs Health Care Personnel (HCP). It is a requirement that all HCP to receive annual seasonal influenza vaccination or obtain an exemption for medical or religious reasons. Wearing a face mask is required when an exemption to the influenza vaccination has been granted. HCP in violation of this directive may face disciplinary action up to and including removal from federal service. HCP are individuals who, during the influenza season, work in VHA locations or who come into contact with VA patients or other HCP as part of their duties. VHA locations include, but are not limited to, VA hospitals and associated clinics, community living centers (CLCs), community-based outpatient clinics (CBOCs), domiciliary units, Vet centers and VA-leased medical facilities. HCP include all VA licensed and unlicensed, clinical and administrative, remote and onsite, paid and without compensation, full- and part-time employees, intermittent employees, fee basis employees, VA contractors, researchers, volunteers and health professions trainees (HPTs) who are expected to perform any or all of their work at these facilities. HPTs may be paid or unpaid and include residents, interns, fellows and students. HCP also includes VHA personnel providing home-based care to Veterans and drivers and other personnel whose duties put them in contact with patients outside VA medical facilities.

Pursuant to VHA Directive 1193.01, VHA health care personnel (HCP) are required to be fully vaccinated against COVID-19 subject to such accommodations as required by law (i.e., medical, religious or pregnancy). VHA HCPs do not include remote workers who only infrequently enter VHA locations. If selected, you will be required to be fully vaccinated against COVID-19 and submit documentation of proof of vaccination before your start date. The agency will provide additional information regarding what information or documentation will be needed and how you can request a legally required accommodation from this requirement using the reasonable accommodation process.

The Interagency Career Transition Assistance Plan (ICTAP) and Career Transition Assistance Plan (CTAP) provide eligible displaced VA competitive service employees with selection priority over other candidates for competitive service vacancies. To be well-qualified, applicants must possess experience that exceeds the minimum qualifications of the position including all selective factors if applicable, and must be proficient in most of the requirements of the job. Information about ICTAP and CTAP eligibility is on OPM's Career Transition Resources website which can be found at https://www.opm.gov/.

This job opportunity announcement may be used to fill additional vacancies.

If you are unable to apply online or need an alternate method to submit documents, please reach out to the Agency Contact listed in this Job Opportunity Announcement.

Candidates should be committed to improving the efficiency of the Federal government, passionate about the ideals of our American republic, and committed to upholding the rule of law and the United States Constitution.

Benefits

A career with the U.S. government provides employees with a comprehensive benefits package. As a federal employee, you and your family will have access to a range of benefits that are designed to make your federal career very rewarding. Opens in a new windowLearn more about federal benefits.

Receiving Service Credit for Earning Annual (Vacation) Leave: Federal Employees earn annual leave at a rate (4, 6 or 8 hours per pay period) which is based on the number of years they have served as a Federal employee. VA may offer newly-appointed Federal employee's credit for their job-related non-federal experience or active duty uniformed military service. This credited service can be used in determining the rate at which they earn annual leave. Such credit must be requested and approved prior to the appointment date and is not guaranteed.

Review our benefits

Eligibility for benefits depends on the type of position you hold and whether your position is full-time, part-time or intermittent. Contact the hiring agency for more information on the specific benefits offered.

How you will be evaluated

You will be evaluated for this job based on how well you meet the qualifications above.

IN DESCRIBING YOUR EXPERIENCE, PLEASE BE CLEAR AND SPECIFIC. WE WILL NOT MAKE ASSUMPTIONS REGARDING YOUR EXPERIENCE. Applicants will be referred in the order in which they were received.

Required Documents

Documents Accepted:

Cover Letter
DD-214/ Statement of Service
Disability Letter (Schedule A)
Disability Letter (VA)
License
Other (1)
Performance Appraisal
Professional Certification
Resume
Separation Notice (RIF)
SF-15
SF-50/ Notification of Personnel Action
Transcript

Documents Required:

Resume

Please review the above list(s) to ensure you have included all necessary documents required for your application.Not every applicant will require the same documents, therefore it is the applicants responsibility to ensure that their application package includes all necessary documents to determine qualifications and eligibility for appointment, such as a copy of your SF-50, transcript, ICTAP/CTAP documentation (for displaced Federal employees).You will not be contacted for additional information. Applicants will be deemed ineligible if supporting documentation is not submitted.

Veterans' Preference: Since the Direct-Hire Recruitment Authority is being used, traditional Veterans' Preference rules do not apply. Qualified veterans will, however, be given full consideration for this position.

Applications are accepted online. Applying online will allow you to review and track the status of your application.

How to Apply

All applicants are encouraged to apply online.

To apply for this position, you must complete the occupational questionnaire and submit the documentation specified in the Required Documents section. The complete application package must be submitted by 11:59 PM (EST) on 08/24/2026 to receive consideration. To preview the questionnaire click https://apply.usastaffing.gov/ViewQuestionnaire/13039042.

1. To begin, click Apply Online to create a USAJOBS account or log in to your existing account. Follow the prompts to select your USAJOBS resume and/or other supporting documents and complete the occupational questionnaire.

2. Click Submit My Answers to submit your application package.

Beginning September 27, 2025, Federal agencies will only accept resumes up to two pages in length to comply with the Merit Hiring Plan. Resumes longer than two pages will result in ineligibility for further consideration for the position. USAJOBS will not allow you to upload or build resumes longer than two pages, and you will need to update the resumes in your profile before applying for a job. Resumes should include information relevant to the knowledge, skills, abilities, and competencies of the position to which you are applying. VA is unable to make assumptions about qualifications if not clearly listed. Resumes must be legible so they can be reviewed for eligibility, minimum qualifications and other position requirements listed in the job announcement. Your resume must be 5MB or less. We recommend saving and uploading your resume as a PDF to maintain formatting and number of pages. We also accept GIF, JPG, JPEG, PNG, RTF, TXT, PDF, ODT or Word (DOC or DOCX). We do not accept PDF portfolio files. We recommend using a sans-serif font size like Lato, if available. Other widely available options are Calibri, Helvetica, Arial, Verdana, Open San Source Sans Pro, Roboto or Noro Sans. Make your page margins 0.5 inches. Consider using 14-point size font for titles and 10-point for the main text in your resume. The resume builder can help you create a resume using these recommendations and uses the information in your USAJOBS profile to help you get started. Helpful Hints for Creating a Two-Page Resume:

Prioritize most relevant and recent experience
Use concise, results focused language
Align language from the job announcement
Focus on demonstrating skills and competencies
Remove outdated or unrelated experience
Use the USAJOBS resume builder

Additional guidance on this new requirement and resume building tools can be found at:

https://help.usajobs.gov/faq/application/documents/resume/page-limit
https://www.opm.gov/policy-data-oversight/hiring-information/merit-hiring-plan-resources/applicant-guidance-on-the-two-page-resume-limit/

Agency contact information

Caitlin Clabough

Phone

615-267-9199

[email protected]

Address

Tennessee Valley HCS - Nashville
1310 24th Avenue South
Nashville, TN 37212
US

Next steps

After the vacancy announcement closes, applicants are evaluated to ensure qualification and eligibility requirements are met. After the review is complete, a referral certificate(s) is issued and applicants will be notified of their status by email.

NOTE: It is your responsibility to ensure your responses and appropriate documentation is submitted prior to the closing date. You may check the status of your application at any time by logging into your USA Jobs account and clicking on Applications. Information regarding your application status can be found in the USAJobs Help Center.

To return to an incomplete application, log into your USAJOBS account and click Update Application in the vacancy announcement. You must re-select your resume and/or other documents from your USAJOBS account or your application will be incomplete.

Overview

Accepting applications

Location

1 vacancy in the following locations:

Murfreesboro, TN

Nashville, TN

No matching locations found.

Work site options

Telework eligible

Remote job

Relocation expenses reimbursed

Salary

$50,460 - $65,599 per year

Pay scale & grade

GS 7

Promotion potential

None

Learn more about pay scale and grade

Pay scale and grade determines the salary of the job.

Work schedule

Full-time

Travel Required

Not required

Appointment type

Permanent

Occupations and job series

0303 Miscellaneous Clerk And Assistant

Supervisory status

Yes

Federal service type

This job is in the Competitive Service

Represented by a union

Drug test

Security clearance

Not Required

Position sensitivity and risk

Non-sensitive (NS)/Low Risk

Jobs require a background check and some require a security clearance. The type depends on the job.

Background check type

Credentialing
Suitability/Fitness

Financial disclosure required

Some jobs require financial disclosure to identify conflicts of interests.

Announcement number

CBTG-13039042-26-SL

Control number

880656600

Apply Now

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Summary

This job is open to

The public

Clarification from the agency

Duties

Requirements

Conditions of employment

Qualifications

Education

Additional information

Benefits

How you will be evaluated

Required Documents

How to Apply

Agency contact information

Next steps

Overview

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