Program Support Assistant

This Program Support Assistant position, located in Care in the Community Service (CCS) at the VA Long Beach Healthcare System. Incumbent provides program support and assistance to the Community Care Program, on practical and technical aspects of office administration and other administrative support services. The incumbent is part of a team of clinical and administrative staff working to coordinate accessible, quality care for all Veterans.

Duties 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-4:00PM Compressed/Flexible: May be Available Virtual: This is not a virtual position. Position Description/PD#: Program Support Assistant/PD11382A Relocation/Recruitment Incentives: Not Authorized Permanent Change of Station (PCS): Not Authorized

You must be a U.S. Citizen to apply for this job To be considered for this position, you must complete all required steps in the process. In addition to the application and questionnaire, this position requires an online assessment. The online assessment measures critical general competencies required to perform the job. Selective Service Registration is required for males born after 12/31/1959 Physical Requirements: The work required does not inherently include any physical requirements essential for successful job performance that could not otherwise be performed with accommodation or workplace adjustment. A pre-placement physical examination is not required. Subject to background/security investigation Selected applicants will be required to complete an online onboarding process. Acceptable form(s) of identification will be required to complete pre-employment requirements (https://www.uscis.gov/i-9-central/form-i-9-acceptable-documents). Effective May 7, 2025, driver's licenses or state-issued identification cards that are not REAL ID compliant cannot be utilized as an acceptable form of identification for employment. Participation in the seasonal influenza vaccination program is a requirement for all Department of Veterans Affairs Health Care Personnel (HCP) As a condition of employment for accepting this position, you will be required to serve a 1-year probationary period during which we will evaluate your fitness and whether your continued employment advances the public interest. In determining if your employment advances the public interest, we may consider: your performance and conduct; the needs and interests of the agency; whether your continued employment would advance organizational goals of the agency or the Government; and whether your continued employment would advance the efficiency of the Federal service. Upon completion of your probationary period period, your employment will be terminated unless you receive certification, in writing, that your continued employment advances the public interest.