Program Support Assistant

Job TitleProgram Support AssistantDutiesDuties include but are not limited to:Provides advanced administrative support for Care in the Community Service (CCS) to provide timely, seamless care between VA and non-VA settings.Receives, reviews, and manages consults and referrals; verifies administrative completeness and appropriate disposition; identifies duplicate, incomplete, delayed, or time-sensitive requests; and refers clinical questions or matters requiring clinical judgment to appropriate licensed staff.Coordinates care amongst Veterans, VA providers, PACT teams, specialty clinics, CCS staff, community providers, hospitals, diagnostic facilities, and other authorized non-VA entities.Schedules, cancels, reschedules, confirms, and tracks appointments in accordance with established procedures and Veteran preferences. Requests, obtains and routes relevant non-VA medical documentation for clinical review.Monitors assigned consult queues, referral worklists, and appointment status to ensure timely action on pending, aging, cancelled, incomplete, or unresolved requests. Resolves routine administrative issues and escalates access barriers, authorization concerns, and matters requiring additional review.Prioritizes and processes urgent, emergent, and routine referrals, coordinating time-sensitive scheduling activities and facilitating timely access to authorized services.Provides professional customer service by responding to telephone calls, secure messages, correspondence, and other inquiries from Veterans, family members, caregivers, VA staff, and external providers.Uses electronic health record, scheduling, referral, documentation, and communication systems-including VistA, CPRS, HealthShare Referral Manager (HSRM), External Provider Scheduling (EPS), Integrated Scheduling Solutions (ISS), Consult Tracking Manager (CTM), Referral Documentation Tool (REFDOC), VistA Imaging, payer or thirdparty administrator portals, and Microsoft Office applications-to process referrals, coordinate appointments, document actions, maintain records, and monitor follow-up.Participates in team huddles, interdisciplinary meetings, cross-training, process-improvement activities, and coverage assignments.

Independently organizes workload and adjusts priorities to meet Veteran, team, and program needs.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-4:00PMCompressed/Flexible: May be AvailableVirtual: This is not a virtual position.Position Description/PD#: Program Support Assistant/ PD11382ARelocation/Recruitment Incentives: Not AuthorizedPermanent Change of Station (PCS): Not Authorized