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Veterans Affairs, Veterans Health Administration Program Support Assistant in Des Moines, Iowa


The primary purpose of this Program Support Assistant position is to serve as a Care in the Community (CITC) Coordinator under the Extended Care & Rehab Nursing Service Line. The incumbent provides administrative support to clinicians and other administrative and professional staff throughout the medical staff office for purposes of coordinating Non-VA medical care for veterans when inpatient and outpatient, and their VA provider has deemed such care necessary.


The CITC program requires administrative scheduling and appointment coordination for diagnostic testing, and consultative appointments for many clinical services. This position is responsible for generating authorizations for pre-authorized medical care. Other duties include, but are not limited to: Works closely with the CITC Care Coordination Nurse to ensure proper authorizations are issued and appropriate correspondence is sent to vendors. Acts as a liaison between veterans and vendors with regard to Non-VA Medical Care and VA clinical services and/or primary care services. Obtains requested medical records including reports, x-rays, labs and any pertinent information required to complete the CITC consult in CPRS. Ensures all necessary components and documentation are distributed to appropriate services at the private institution where service will be provided. Collaborates with CITC nurse to prioritize requested procedure based on urgency (stat and routine), combat veteran status and compensation and pension exams as dictated by Non-VA Care Coordination Policy Coordinates all administrative information between the professional staff and the patient. This includes updating and verifying demographic information, data entry, administratively managing consultation requests and the consult pending list in VistA, and making and notifying the patient of his/her scheduled appointment with the outside provider(s). Maintains a current directory of contact information, to include name, address, phone, and fax numbers of non-VA providers, contact person and estimated cost of procedure. Generates correspondence to the veterans and various providers and managing all received correspondence related to their care. Provides advisory and technical assistance to veterans and staff in answering questions related to CITC processes. Utilizes VISTA, CPRS and HSRM systems to refer, manage and coordinate appointment management with the creation of authorizations as outlined by the Non-VA Care Coordination National Standard Operating Procedures. Works collaboratively with the Hospital's managers, VA providers, and discipline specific functional area professional and clinical leaders, as well as Social Workers, Managers and Non-VA healthcare professionals and community vendors. Processes authorizations based on administrative eligibility for CITC services. Ensures CITC obligations are entered and adjusted appropriately and timely. 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, 8:00 AM to 4:30 PM

Telework: Not available

Virtual: This is not a virtual position.

Position Description/PD#: Program Support Assistant/PD30295A

Relocation/Recruitment Incentives: Not authorized

Financial Disclosure Report: Not required


Conditions of Employment


To qualify for this position, applicants must meet all requirements by the closing date of this announcement, 11/05/2020. Time-In-Grade Requirement: Applicants who are current Federal employees and have held a GS grade any time in the past 52 weeks must also meet time-in-grade requirements by the closing date of this announcement. For a GS-06 position, you must have served 52 weeks at the GS-05. The grade may have been in any occupation, but must have been held in the Federal service. An SF-50 that shows your time-in-grade eligibility must be submitted with your application materials. If the most recent SF-50 has an effective date within the past year, it may not clearly demonstrate you possess one-year time-in-grade, as required by the announcement. In this instance, you must provide an additional SF-50 that clearly demonstrates one-year time-in-grade. NOTE: Candidates may be advanced without time restriction to positions up to GS-5 if the position to be filled is no more than two grades above the lowest grade the employee held within the preceding 52 weeks under his or her latest non-temporary competitive appointment. You may qualify based on your experience and/or education as described below: GS-05: Specialized Experience: Applicants must have one (1) year of specialized experience equivalent to the next lower grade level (GS-04) in the normal line of progression for this position for the occupation in the organization. Examples of specialized experience would typically include, but are not limited to: providing administrative support to an office or program; scheduling appointments; managing and maintaining databases; preparing correspondence and reports; answering and routing telephone calls; communicating with internal and external customers; and utilizing software applications (word processing, database, spreadsheet). OR, Education: Applicants may substitute education for the required experience. To qualify based on education for this grade level you must have successfully completed four (4) years of education above the high school level in any field for which high school graduation or the equivalent is the normal prerequisite. This education must have been obtained in an accredited business, secretarial or technical school, junior college, college or university. One year of full-time academic study is defined as 30 semester hours, 45 quarter hours, or the equivalent in a college or university, or at least 20 hours of classroom instruction per week for approximately 36 weeks in a business, secretarial, or technical school. NOTE: Transcripts must be submitted with application. Education cannot be credited without documentation. OR, Combination: Applicants may also combine education and experience to qualify at this level. Only education in excess of the first 60 semester hours (i.e., beyond the second year) is creditable toward meeting the specialized experience requirement. One full academic year of study (30 semester hours) beyond the second year is equivalent to 6 months of specialized experience. GS-06: Specialized Experience: You must have one year of specialized experience equivalent to at least the next lower grade GS-05 in the normal line of progression for the occupation in the organization. Examples of specialized experience would typically include, but are not limited to: providing administrative support to clinicians and other administrative and professional staff; scheduling and coordinating Non-VA medical care for veterans; generating authorizations for pre-authorized medical care; coordinating all administrative information between the professional staff and the patient; experience utilizing VISTA, CPRS, and HSRM systems; and providing advisory and technical assistance to veterans and staff in answering questions related to CITC processes. You will be rated on the following Competencies for this position: CommunicationsComputer SkillsKnowledge ManagementPlanning and EvaluatingTechnical Credibility Experience refers to paid and unpaid experience, including volunteer work done through National Service programs (e.g., Peace Corps, AmeriCorps) and other organizations (e.g., professional; philanthropic; religions; spiritual; community; student; social). Volunteer work helps build critical competencies, knowledge, and skills and can provide valuable training and experience that translates directly to paid employment. You will receive credit for all qualifying experience, including volunteer experience. Note: A full year of work is considered to be 35-40 hours of work per week. Part-time experience will be credited on the basis of time actually spent in appropriate activities. Applicants wishing to receive credit for such experience must indicate clearly the nature of their duties and responsibilities in each position and the number of hours a week spent in such employment. For more information on these qualification standards, please visit the United States Office of Personnel Management's website at


A transcript must be submitted with your application if you are basing all or part of your qualifications on education. Note: Only education or degrees recognized by the U.S. Department of Education from accredited colleges, universities, schools, or institutions may be used to qualify for Federal employment. You can verify your education here: If you are using foreign education to meet qualification requirements, you must send a Certificate of Foreign Equivalency with your transcript in order to receive credit for that education. For further information, visit:

Additional Information

The Career Transition Assistance Plan (CTAP) provide eligible displaced VA competitive service employees with selection priority over other candidates for competitive service vacancies. To be qualified you must submit appropriate documentation (a copy of the agency notice, your most recent performance rating, and your most recent SF-50 noting current position, grade level, and duty location) and be found well-qualified for this vacancy. To be well-qualified: applicants must possess experience that exceeds the minimum qualifications of the position including all selective factors, and who are proficient in most of the required competencies of the job. Information about ICTAP and CTAP eligibility is on OPM's Career Transition Resources website at Placement Policy: The posting of this announcement does not obligate management to fill a vacancy or vacancies by promotion. The position may be filled by reassignment, change to lower grade, transfer, appointment, or reinstatement. Management may use any one or any combination of these methods to fill the position. It is the policy of the VA to not deny employment to those that have faced financial hardships or periods of unemployment. This job opportunity announcement may be used to fill additional vacancies. Veterans and Transitioning Service Members: Please visit the VA for Vets site for career-search tools for Veterans seeking employment at VA, career development services for our existing Veterans, and coaching and reintegration support for military service members. For more information on the "Who may apply" eligibility requirements, please refer to the OHRM Status Candidates and Other Candidate Definitions document. If you are unable to apply online view the following link for information regarding an Alternate Application.