EHRM Program Support Assistant (Community Care)

• The PSA is responsible for answering phones directing calls to the appropriate staff scheduling appointments including interpreting and verifying provider orders in accordance with VHA national scheduling guidelines.
• answering phones
• using CPRS/EHRM for documentation
• alerting PSA leads and/or supervisor to scheduled
• management of rescheduled or no-show appointments
• entering hospital notification and community care coordination plan notes
• performing basic eligibility requirements for CITC programs
• Interacting with both internal and external customers
• obtains medical records
• works closely with CITC teams PACT and specialty clinics.
• Incumbent at this level works independently referring all questions requiring immediate attention to the appropriate CITC or PACT team member.

Conditions of employment

• You must be a U.S. Citizen to apply for this job
• Selective Service Registration is required for males born after 12/31/1959
• 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 ( Effective May 7 2025 drivers licenses or state-issued dentification 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)

• 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.

Qualifications

To qualify for this position applicants must meet all requirements by the closing date of this announcement 02/06/2026.

You may qualify based on your experience and/or education as described below:

• Specialized Experience: You must have one year of specialized experience equivalent to at least the next lower grade GS-4 in the normal line of progression for the occupation in the organization. Examples of specialized experience would typically include but are not limited to:
  • Ability to operate computerized programs and databases in order to enter modify and retrieve sensitive information/data into or from electronic medical records scheduling systems and/or report
  • Knowledge of Basic medical terminology
  • Ability to make appointments in a clinical setting.
  • Ability to work independently in the accomplishment of a wide variety of duties including setting priorities and coordinating work.
  • Ability to communicate effectively and professionally with employees at varying grade levels.
  • Ability to identify customers concerns perform the tasks required to resolve the issue accurately and timely and follow-up as necessary to ensure a satisfactory resolution

• Education: Applicants may substitute education for the required experience. To qualify based on education for this grade level you must have at least 4-year course of study leading to a bachelors degree.

• Combination: Applicants may also combine education and experience to qualify at this level. You must have an combination of specialized experience and education as stated above.

• Accountability
• Attention to Detail
• Customer Service
• Decision Making
• Flexibility
• Integrity/Honesty
• Interpersonal Skills
• Learning
• Reading Comprehension
• Reasoning
• Self-Management
• Stress Tolerance
• Teamwork