Program Support Assistant

U.S. Department of Veterans Affairs; Milwaukee (WI); On-site; USD 52,000 - 70,000; Full time

Job summary

U.S. Department of Veterans Affairs Milwaukee is seeking a Program Support Assistant to coordinate Non-VA Care processes for VA medical services.

The role focuses on scheduling medical testing, treatments, and referrals not available from VA sources, arranging care through private facilities, and ensuring proper documentation and communication with internal staff and external providers. Responsibilities include maintaining contact directories, guiding clinical staff on Non-VA Care policies,

Qualifications

• One year of specialized experience equivalent to GS-5.
• Ability to apply rules, regulations, and policies governing medical benefits.
• Strong oral and written communication with diverse populations.
• Experience with scheduling, referrals, and CPRS/EHR systems.

Responsibilities

• Coordinate scheduling of Non-VA Care procedures for the Medical Center and CBOCs.
• Maintain a directory of institution contacts including names, addresses, and phone numbers.
• Provide guidance on Non-VA Care policies to clinical staff.
• Serve as liaison for CPRS, EHRM, Vista, and related systems.
• Ensure documentation is scanned and linked to consults and visits.
• Notify patients of upcoming appointments and any exam restrictions.
• Enter Non-VA Care appointments in HSRM, ISS, and EPS.
• Pre-register patients at private institutions and gather necessary records.

Skills

Specialized exp

Oral communication

Written communication

Medical terminology

CPRS/EHR knowledge

Tools

CPRS

EHRM

Vista

Vista Imaging

ECFax

ISS

EPS

HSRM

Job description

Summary

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.

Qualifications

To qualify for this position - applicants must meet all requirements by the closing date of this announcement - 10/05/2026. 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/.

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 institutions 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 institutions 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 - 7:30am - 4:00pm Compressed/Flexible: Not Authorized
• 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
• PCS Appraised Value Offer (AVO): Not Authorized.