Program Support Assistant

Full Job Description

OUR MISSION: To fulfill President Lincoln's promise "To care for those who have served in our nation's military and for their families, caregivers, and survivors" - by serving and honoring the men and women who are America's Veterans.

How would you like to become a part of a team providing compassionate whole health care to Veterans?

To qualify for this position, applicants must meet all requirements by the closing date of this announcement, 04/09/2026.

Time-In-Grade Requirement: Applicants who are current Federal employees and have held a GS grade any time in the past 52 weeks must also meet time-in-grade requirements by the closing date of this announcement.

For a GS-6 position you must have served 52 weeks at the GS-5. The grade may have been in any occupation, but must have been held in the Federal service.

An SF-50 that shows your time-in-grade eligibility must be submitted with your application materials.

If the most recent SF-50 has an effective date within the past year, it may not clearly demonstrate you possess one-year time-in-grade, as required by the announcement.

In this instance, you must provide an additional SF-50 that clearly demonstrates one-year time-in-grade.

Note: Time-In-Grade requirements also apply to former Federal employees applying for reinstatement as well as current employees applying for Veterans Employment Opportunities Act of 1998 (VEOA) appointment.

You may qualify based on your experience as described below: Specialized Experience: You must have one year of specialized experience equivalent to at least the next lower grade GS-5 in the normal line of progression for the occupation in the organization.

Examples of specialized experience would typically include, but are not limited to: proven ability to apply rules, regulations, guidelines, policies, procedures, and other administrative laws governing the provision of medical benefits; effectively communicate, orally and in writing, with a wide cross section of people possessing varying levels of understanding and comprehension; gathering data and statistics for studies reports and surveys; effectively and skillfully perform medical administration duties and to orient and instruct professional staff in administrative clinical functions; knowledge of patient scheduling, ancillary testing, referrals, and consultant procedures; knowledge of medical terminology and medications; technical skill in the use of personal computers, including word processing, spreadsheet, graphic reports and data base software.

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:

This position is located at the VAMC Milwaukee, WI, in Non VA Care.

The primary purpose of this position is to coordinate and manage the provision of medical testing, treatment and/or procedures to both internal and external patients referred for diagnostic services and/or treatment that are not available from VA sources and is attainable from a private institution at VA expense through VACCN.

DUTIES: Incumbent is the primary coordinator for scheduling of Non VA Care procedures for the Medical Center and all Community Based Outpatient Clinics (CBOCs) for urgent and non- urgent requests.

Responsible for maintaining a current directory of contact information, to include name, address and phone number of institutions, and contact persons.

Provides guidance and instruction to the clinical staff and its subordinates in administrative policies and procedures relative to Non VA Care and VACCN.

Serves as a resource liaison for guidance and direction in the utilization of the Computerized Patient Record System (CPRS), EHRM, Vista and Vista Imaging Program, ECFax, ISS, EPS, and HSRM.

Keeps abreast of changes in laws and regulations, which affect veterans' and/or eligible dependents of medical benefit entitlement, as appropriate.

Informs supervisor of problems, which occur due to changes in eligibility for medical benefits, and recommends changes in local operating procedures to minimize these problems.

Ensures all necessary components and documentation is distributed to appropriate services at the private institution where service will be provided either through DOMA or directly through traditional Non VA Care processes.

Completes the Non VA Care consult and scans all documents obtained into the Vista Imaging program assuring the corresponding report is linked to the appropriate consult, progress note title and patient.

Is actively involved in the continuous quality improvement of patient care services.

Makes administrative recommendations and program specific decisions that promote the efficient use of resources with the goal of improving timeliness and appropriateness of services provided.

Notifies patients of upcoming appointments via telephone call and/or letter and provides them with any restrictions that pertain to the requested exam.

Coordinates procedures with private institution and VACCN to ensure timely and effective scheduling of procedures and/or exams.

Documents all actions of the Non VA Care consult and alerts providers and/or subordinates of scheduling changes, recommendations by private institution, refusal of procedure by patient and patient no show.

Actively enters Non VA Care appointments in HSRM, ISS, and EPS as appropriate.

Pre-registers patients at private institution for continuity of care and to provide patient demographics and any reactive medical documentation to include x-rays, MRI/PET results, LABS, Notes or Medication information.

Work Schedule: Monday-Friday; 8:00am to 4:30pm or 7:30am to 4:00pm. Telework: Telework eligibility will be discussed during the interview process. Virtual: This is not a virtual position.

Position Description/PD#: Program Support Assistant/PD25287A. Relocation/Recruitment Incentives: Not authorized. Critical Skills Incentive (CSI): Not approved.

Permanent Change of Station (PCS): Not authorized.