Program Support Assistant Jobs in Lincoln, NE (NOW HIRING)

Summary
The Medical Support Assistant (MSA) with VA Care in the Community (CITC) functions as serving as an initial point of contact for the units, clinics, patient. Duties included, but not limited to: scheduling patient appointments, tracking, reviewing, and responding to electronic orders and consults in the organizational medical systems. This position requires a practical knowledge of computerized data entry, information processing systems and software related to patient care.
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Duties
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VA Careers - Medical Support Assistant: https://youtube.com/embed/EE9c4XkaELo
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Major duties include (but not limited to):

• Coordinates and maintains overall patient flow of Dental Clinic Teams Receives patients and visitors in person or telephonically.
• Refers to urgent messages and patient information for immediate action.
• Ensures eligibility for care and contacts appropriate staff members for verification.
• Creates clinic scheduling matrix.
• Schedules for appointments and provide information regarding clinic and hospital policies, procedures and locations.
• Maintains and monitors patients appointment schedules for the clinic and communicates delays in scheduled appointments to the appropriate staff and patients.
• Coordinates and schedules patient appointments with other clinics, specialties and inter-facility between Lincoln, Grand Island and Omaha.
• Attempts to resolve complaints of a local administrative nature and refers other complaints as appropriate.
• Outlines dental care benefits to which the patient has entitlement and answers questions, provides information, gives guidance and initiates corrective eligibility action.
• Prepares new and recurring reports such as quality assurance assessments, annual budget information, expenditures for contracted lab and dental services.
• Answers applicant inquiries; collects and collates application paperwork.
• Schedules interviews and coordinates with staff, existing residents, and meeting room availability.
• Serves as primary manager of dental fee basis programs.
• Prepare quarterly reports on dental fee basis activity for VISN and VACO, as requested.
• Keeps staff informed of the status of their education requirements.
• Identifies cases which require a higher level of input and refers to appropriate person.
• Utilizes word processing, spreadsheet and PowerPoint functions of the personal computer, prepares letter and memorandum correspondence.
• Enforces policies regarding the scheduling of patients and communication with those who have excessive failure and no-show appointments.
• Maintains work schedules and patient flow for contracted in-service dental providers.
• Maintains, scans and routes dental records to appropriate personnel.
• Other duties as assigned.

Work Schedule: 40 hours per week. Monday-Friday, 7:30 am to 4:00 pm
Recruitment Incentive (Sign-on Bonus): Not authorized.
Permanent Change of Station (Relocation Assistance): Not authorized.
Student Repayment Program: This occupational series may be eligible for the Student Loan Repayment Program (SLRP), and participation is available for highly qualified candidates. Repayment is limited to $40,000 annually, up to $100,000 in lifetime awards. Participants must sign a three-year service agreement and maintain an acceptable level of performance to remain eligible for this program. Contact VHAV23SLRP@va.gov for more information.
Pay: Competitive salary and regular salary increases. When setting pay, a higher step rate of the appropriate grade may be determined after consideration of higher or unique qualifications or special needs of the VA (Above Minimum Rate of the Grade).
Paid Time Off: 37-50 days of annual paid time offer per year (13-26 days of annual leave, 13 days of sick leave, 11 paid Federal holidays per year)
Selected applicants may qualify for credit toward annual leave accrual, based on prior work experience or military service experience.
Parental Leave: After 12 months of employment, up to 12 weeks of paid parental leave in connection with the birth, adoption, or foster care placement of a child.
Child Care Subsidy: After 60 days of employment, full time employees with a total family income below $144,000 may be eligible for a childcare subsidy up to 25% of total eligible childcare costs for eligible children up to the monthly maximum of $416.66
Retirement: Traditional federal pension (5 years vesting) and federal 401K with up to 5% in contributions by VA
Insurance: Federal health/vision/dental/term life/long-term care (many federal insurance programs can be carried into retirement)
Telework: Not Available
Virtual: This is not a virtual position.
Functional Statement #: 000000
Permanent Change of Station (PCS): Not Authorized
Requirements
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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.
• Must be proficient in written and spoken English.
• 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 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).
• Complete all application requirements detailed in the "Required Documents" section of this announcement.

As a condition of employment for accepting this position, you will be required to serve a 2-year trial 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 trial period, your employment will be terminated unless you receive certification, in writing, that your continued employment advances the public interest.
Qualifications
To qualify for this position, applicants must meet all requirements by the closing date of this announcement, 11:59 PM (ET) on 09/04/2026.
Medical Support Assistant Basic Requirements:
Citizenship: Citizen of the United States. (Non-citizens may be appointed when it is not possible to recruit qualified citizens in accordance to 38 U.S.C. § 7407(a).
Experience and Education:

• Experience: None.

OR

• Education: High school diploma, General Education Development equivalency certificate, or proficiency certificate from a State or territorial-level Board or Department of Education.

Licensure/Certification/Registration: None.
Grandfathering Provision: Employees in VHA in this occupation, under a permanent, appropriate, and legal placement on the effective date of the qualification standard, are considered to have met all qualification requirements for the grade and/or assignment held, including positive education and registration/certification where applicable. For employees who do not meet all the basic or assignment-specific requirements in this standard but met the qualifications applicable to the position at the time they were appointed, the following provisions apply:

1. Employees who are appointed on a temporary basis prior to the effective date of the qualification standard may not have their temporary appointment extended or be reappointed on a temporary or permanent basis until they fully meet the basic requirements of the standard.
2. Employees retained in this occupation under this provision who subsequently leave the occupation lose protected status and must meet the full VA qualification standard requirements in effect at the time of reentry to the occupation.

NOTE: This provision is not intended to regularize appointments/placements.
Foreign Education: To be creditable, education completed outside the U.S. must be deemed at least equivalent to that gained in a conventional U.S. program by a private organization specializing in the interpretation of foreign educational credentials.
Physical Requirements: See VA Directive and Handbook 5019, Employee Occupational Health Service for requirements.
English Language Proficiency: Candidates must be proficient in spoken and written English in accordance with 38 U.S.C. § 7403(f).
Grade Determinations:

1. Creditable Experience: To be creditable, the experience must have demonstrated the knowledge, skills and abilities (KSAs) associated with current MSA responsibilities or an equivalent administrative patient support role in a non-VA medical inpatient or outpatient setting. Experience satisfying this requirement may be paid/non-paid employment as an MSA or an equivalent position in a non-VA hospital or clinic setting.
2. Part-Time Experience: Part-time experience as an MSA or equivalent administrative patient support in a non-VA medical inpatient or outpatient setting is creditable according to its relationship for the full-time workweek. For example, an MSA employed 20 hours a week, or on a 1/2-time basis, would receive one full-time workweek of credit for each two weeks of service.
3. Quality of Experience: Qualifying experience must be at a level comparable to MSA experience or equivalent administrative clinical support role in a non-VA medical inpatient or outpatient setting at the next lower grade level. For all assignments above the full performance level, the higher-level duties must consist of significant scope, administrative independence, complexity (difficulty), and range of varieties as described in this standard, at the specified grade level and be performed by the incumbent at least 25% of the time.

In addition to meeting the Basic Requirements, candidates must possess the required specialized experience and be able to demonstrate all Knowledge, Skills and Abilities (KSAs) as summarized below.
GS-3 Grade Experience or Education (Entry Level): None beyond the basic requirements.
GS-4 Grade Experience (Developmental Level): One year of creditable experience equivalent to the next lower grade.;
OR
Education: One year of education above high school.
AND
Demonstrated Knowledge, Skills, and Abilities (KSAs): Candidates must demonstrate all of the KSAs below:

1. Knowledge of basic medical terminology to assist in the provision of care to patients.
2. Skill in recording patient messages and understanding physician requests pertaining to follow-up medical care in internal or external clinics.
3. Ability to meet, communicate, and interact with individuals from varying backgrounds and other health care team members in a courteous and helpful manner in order to facilitate medical care for patients.
4. Ability to use, and navigate between, various types of office automation equipment and software (i.e., computer systems, web-based scheduling programs; insurance collection system; scanning software, multiple line phone systems; electronic faxing programs) to support patient care.

GS-5 Grade Experience (Full Performance Level): One year of experience equivalent to the GS-4 grade level;
OR,
Education: Two years of education above high school.
AND
Demonstrated Knowledge, Skills, and Abilities (KSAs): Candidates must demonstrate all of the KSAs below:

1. Advanced knowledge of medical terminology specific to understand medical diagnosis and procedures sufficient to communicate clinical staff instructions to patients.
2. Skill in customer service with the ability to identify customer concerns, and refer to the appropriate staff, as necessary, to ensure a satisfactory resolution.
3. Ability to operate computerized programs and systems in order to enter, modify, and retrieve sensitive medical and patient identifying information (PII) into or from electronic health records, scheduling systems, and/or reports.
4. Ability to schedule medical appointments in a clinical setting.
5. Ability to work independently in the accomplishment of a wide variety of duties performing patient support work.
6. Ability to communicate effectively and professionally in person, electronically, and/or by telephone, with internal and external customers.

References: See Office of the Chief Human Capital Officer (OCHCO) website for VA specific qualification standards:
VA Qualification Standards - Office of the Chief Human Capital Officer (OCHCO).
The full performance level of this vacancy is GS-5
You will be asked to participate in a pre-employment examination or evaluation as part of the pre-employment process for this position. Questions about physical demands or environmental factors may be addressed at the time of evaluation or examination.
Education
IMPORTANT: A transcript must be submitted with your application if you are basing all or part of your qualifications on edu