Program Support Assistant

About the role

This position is located at the VAMC Milwaukee - WI in Non VA Care. The primary purpose 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 are attainable from a private institution.

Responsibilities

• 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.
• Maintain a current directory of contact information (name, address, phone number) of institutions and contact persons.
• Provide guidance and instruction to clinical staff and subordinates in administrative policies and procedures relative to Non VA Care and VACCN.
• Serve as a resource liaison for guidance and direction in the utilization of the Computerized Patient Record System (CPRS), EHRM, Vista, Vista Imaging Program, ECFax, ISS, EPS, and HSRM.
• Keep abreast of changes in laws and regulations affecting veterans' and/or eligible dependents' medical benefit entitlement.
• Inform supervisor of problems due to changes in eligibility for medical benefits and recommend changes in local operating procedures to minimize these problems.
• Ensure all necessary components and documentation are distributed to appropriate services at the private institution where service will be provided, either through DOMA or directly through traditional Non-VA Care processes.
• Complete the Non-VA Care consult and scan all documents obtained into the Vista Imaging program, assuring the corresponding report is linked to the appropriate consult, progress note title, and patient.
• Actively involved in continuous quality improvement of patient care services.
• Make administrative recommendations and program-specific decisions that promote efficient use of resources, improving timeliness and appropriateness of services.
• Notify patients of upcoming appointments via telephone call and/or letter and provide any restrictions pertaining to the requested exam.
• Coordinate procedures with private institutions and VACCN to ensure timely and effective scheduling of procedures and/or exams.
• Document all actions of the Non-VA Care consult and alert providers and/or subordinates of scheduling changes, recommendations by private institution, refusal of procedure by patient, and patient no‑show.
• Actively enter Non-VA Care appointments in HSRM, ISS, and EPS as appropriate.
• Pre‑register patients at private institutions for continuity of care and to provide patient demographics and any reactive medical documentation (x‑rays, MRI/PET results, labs, notes, medication information).

Qualifications

• One year of specialized experience equivalent to at least the next lower grade GS‑5 in the normal line of progression for the occupation.
• Examples of specialized experience include: proven ability to apply rules, regulations, guidelines, policies, procedures, and administrative laws governing the provision of medical benefits; effective oral and written communication with a wide cross‑section of people; gathering data and statistics for studies, reports, and surveys; skillfully performing medical administration duties and orienting/instructing 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 database software.
• Applicants must meet all requirements by the closing date of this announcement: 10/05/2026.

Schedule

Work Schedule: Monday - Friday, 7:30am - 4:00pm. Compressed/Flexible: Not Authorized. Telework eligibility will be discussed during the interview process. Virtual: This is not a virtual position.