The Veterans Health Administration (VHA) supports the provision of patient care using telehealth technologies which increase a Veteran's access to care and support a Veteran's self-management. This includes developing and delivering virtual and digital technologies which help Veterans communicate synchronously and asynchronously with their health care teams and coordinate, track and manage their health care. To qualify for this position, applicants must meet all requirements by the closing date of this announcement, 03/24/2023. BASIC REQUIREMENTS: (a) Citizenship. Citizen of the United States. (Non-citizens may be appointed when it is not possible to recruit qualified citizens in accordance with chapter 3, section A, paragraph 3g, this part.) (b) Education and/or Experience Combination: Experience. One year of experience in a health care field that demonstrates the applicant's ability to perform the work or provides an understanding of the work such as but not limited to a medical or clinical assistant (or technician) or health technician; OR Education. Four academic years above high school leading to a bachelor's degree with courses related to the occupation (TRANSCRIPTS REQUIRED); OR Experience/Education Combination. Equivalent combination of experience and education are qualifying for entry level for which both education and experience are acceptable (TRANSCRIPTS REQUIRED). Examples are listed below: Six months of experience in the health care field and two years of education above high school that included at least six semester hours in health care related courses such as, biological science, surgical technician courses, nursing assistant or other courses related to the position; or an associate's degree in a health care related field; OR Six months of experience in the health care field and successful completion of a course for health care technicians, hospital corpsmen, or medical service specialists given by the U.S. Armed Forces. Lead Health Technician (Telehealth Clinical), GS-8 Requirements: (1) Experience. One year of experience equivalent to the next lower (GS-7) grade level. Equivalent experience includes monitoring and capturing workload credit; developing reporting procedures and participating in performance improvement activities aimed at improving patient care access and Telehealth processes; sampling techniques, taking measurements at various points in the telehealth process; developing and providing reporting procedures that identifies and analyzes inherent weaknesses in work and telehealth procedures; coordinating and working with Biomed and IT staff for the installation and upgrade of hardware and software for all telehealth technologies; providing advanced telehealth technical support to patients, staff and providers; providing technical consultation and support for staff and patients via phone, web chat, social media and face to face sessions; and providing instruction, training and resources on the use of advanced telehealth technologies to patients, staff and providers alike for the delivery of care using telehealth technologies. (2) Demonstrated Knowledge, Skills, and Abilities (KSAs). In addition to the experience above, the candidate must demonstrate all of the following KSAs: Ability to work with a team to provide technical guidance, plan, organize and coordinate activities of a Health Technician (Telehealth Clinical) in order to effectively complete job duties of assignment such as distributing workload, monitoring the status and progress of work, monitoring accuracy of work. Skill in leadership and interpersonal relations and conflict resolution to deal with employees, team leaders, providers, and managers. Ability to communicate effectively in order to meet program objectives. This may include preparing reports in various formats and presenting data to various organizational levels. Knowledge of quality control and assurance procedures and principles of performance improvement. Skill in the assessment and resolution of complex workload capture issues using multiple data sources. Ability to develop and compose complex written instructions. Knowledge of analytical and evaluative processes to independently resolve complex issues All qualifying experience you possess must be clearly described in your application package. We will not make assumptions when reviewing applications. Failure to demonstrate your experience in your resume may result in disqualification. It is strongly recommended that you write to each KSA in your application package. References: VA Handbook 5005/96, Part II, Appendix G50 ["Primary responsibilities include: The Lead Health Technician (Telehealth Clinical) provides direct leadership to a team of Telehealth Clinical Technicians as well as leading initiatives designed to improve the delivery of care to Veterans using telehealth. The incumbent provides high level support, training, and advanced management of telehealth operations. maintaining certification as a telehealth preceptor in order to deliver advanced telehealth training and evaluation of the competencies of clinicians and/or less experienced telehealth staff members supporting clinical telehealth encounters for both the patient and provider locations by serving as the telepresenter within scope of practice, functioning as an imager and data manager for telehealth store and forward applications managing real time clinical telehealth events, providing established patient education, and providing technical and administrative support of telehealth operations Additional responsibilities will include: evaluating telehealth operations and supporting performance improvement efforts providing technical support to end-users scheduling simple and complex intra-facility and inter-facility telehealth appointments installing, configuring, maintaining, and troubleshooting technology The higher-level duties associated with this lead-level position may include, but are not limited to: leading a team of telehealth staff by providing guidance and technical direction relating to the telehealth program; working with the supervisor to develop assignments for team members in order to meet routine and unusual deadlines and priorities; distributing and balancing workload and tasks among employees in accordance with established workflow and/or job specialization and required rotations; serving as the work leader, monitors the status and progress of team members' work and makes day-to-day adjustments in accordance with established priorities; giving on-the-job training to new employees. Instructing employees in specific tasks and job techniques, making available written instructions and reference materials for use by team members in the accomplishment of tasks or projects; providing information to the supervisor concerning promotions, reassignment, recognition of outstanding performance, and personnel needs; reporting to the supervisor on training needs of employees and conduct or performance issues; resolving simple, informal complaints of employees and referring others, such as formal grievances and appeals, to the supervisor or an appropriate management official; using a needs assessment, service agreements and other tools, collaborating with stakeholders to develop new programs and processes to ensure telehealth programs are meeting the strategic plans of the healthcare system; identifying and recommending ways of eliminating, combining, simplifying procedures and processes of the telehealth program. Supporting efforts to effect necessary change; independently reviewing quality and performance data for Telehealth programs effectiveness and satisfaction and developing process improvements as required; coordinating with vendors, Biomed and IT to upgrade and or replace Telehealth technologies to minimize impact on patient care; developing and coordinating a wide variety of standard operating procedures with full and complete technical advice to ensure telehealth operations are timely, efficient, and appropriate; maintaining national certification and serving as a Telehealth Preceptor to independently plan and carry out standardized developed training. Conducting reviews to ensure technologies and systems are functioning prior to training and that trainees have completed prerequisites. Evaluating skills and competencies for initial certification and on-going performance evaluation. Providing remedial training as needed and reports to supervisor regarding ongoing performance. gathering, compiling and analyzing data and statistics to develop integrated reports designed to assess impact, demand and utilization of Telehealth services; maintaining responsibility for facility inventory management and registering and maintaining telehealth end points and scheduling of multi-point video conference calls in the Telepresence Management System or other similar application; leading performance improvement activities aimed at improving the efficiency of the patient telehealth processes; Work Schedule: Monday-Friday 8:00 am-4:30 pm Telework: Ad-Hoc Virtual: This is not a virtual position. Functional Statement #: 00000 Relocation/Recruitment Incentives: Not Authorized Permanent Change of Station (PCS): Not Authorized Financial Disclosure Report: Not required"]
About Veterans Affairs, Veterans Health Administration
Providing Health Care for Veterans: The Veterans Health Administration is America’s largest integrated health care system, providing care at 1,255 health care facilities, including 170 medical centers and 1,074 outpatient sites of care of varying complexity (VHA outpatient clinics), serving 9 million enrolled Veterans each year.