EHRM Program Support Assistant (Community Care)

Full Job Description

The incumbent serves as a Program Support Assistant in Care in the Community (CITC) at Edward Hines Jr. VA Hospital.

To qualify for this position, applicants must meet all requirements by the closing date of this announcement, 02/02/2026.

You may qualify based on your experience and/or education as described below: Specialized Experience: You must have one year of specialized experience equivalent to at least the next lower grade GS-4 in the normal line of progression for the occupation in the organization.

Examples of specialized experience would typically include, but are not limited to: Ability to operate computerized programs and databases in order to enter, modify and retrieve sensitive information/data into or from electronic medical records, scheduling systems and/or report Knowledge of Basic medical terminology Ability to make appointments in a clinical setting.

Ability to work independently in the accomplishment of a wide variety of duties, including setting priorities and coordinating work.

Ability to communicate effectively and professionally with employees at varying grade levels.

Ability to identify customer's concerns, perform the tasks required to resolve the issue accurately and timely, and follow-up as necessary to ensure a satisfactory resolution OR, Education: Applicants may substitute education for the required experience.

To qualify based on education for this grade level you must have at least 4-year course of study leading to a bachelor's degree.

OR, Combination: Applicants may also combine education and experience to qualify at this level. You must have an combination of specialized experience and education as stated above.

You will be rated on the following Competencies for this position: Accountability Attention to Detail Customer Service Decision Making Flexibility Integrity/Honesty Interpersonal Skills Learning Reading Comprehension Reasoning Self-Management Stress Tolerance Teamwork 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. Note: A full year of work is considered to be 35-40 hours of work per week.

Part-time experience will be credited on the basis of time actually spent in appropriate activities.

Applicants wishing to receive credit for such experience must indicate clearly the nature of their duties and responsibilities in each position and the number of hours a week spent in such employment.

Physical Requirements: The employee performs sedentary work; however, there may be some walking, standing, bending or carrying of light items.

For more information on these qualification standards, please visit the United States Office of Personnel Management's website at https://www.opm.gov/policy-data-oversight/classification-qualifications/general-schedule-qualification-standards/.

Major Duties:

The PSA is responsible for answering phones, directing calls to the appropriate staff, scheduling appointments, including interpreting and verifying provider orders in accordance with VHA national scheduling guidelines.

answering phones using CPRS/EHRM for documentation alerting PSA leads and/or supervisor to scheduled management of rescheduled or no-show appointments entering hospital notification and community care coordination plan notes performing basic eligibility requirements for CITC programs Interacting with both internal and external customers obtains medical records works closely with CITC teams, PACT and specialty clinics.

Incumbent at this level works independently referring all questions requiring immediate attention to the appropriate CITC or PACT team member.

Work Schedule: Monday - Friday 8:00 am - 4:30 pm Telework: Ad-hoc telework eligibility may be authorized Position Description/PD#: EHRM Program Support Assistant (Community Care)/PD252420