Summary
This position provides the critical technical & program support necessary to sustain Telehealth & Connected Care operations throughout VASNHS using clinical technologies which provide access to care to Veterans. This position supports the delivery of healthcare through all Telehealth modalities: synchronous, asynchronous & remote monitoring; It is imperative that the incumbent is a subject matter expert for all Telehealth & Connected Care technologies and information technology platforms.
Duties
Provides technical support and consultative assistance for all Telehealth and Connected Care programs, technologies and systems Installs, configures, activates, and tests equipment, related peripherals, applications and software Provides training to the clinical staff on proper use of Telehealth and Connected Care technologies and systems Organizes and implements testing for compatibility of systems and equipment with remote sites Conducts site visits to determine educational and technical needs Provides technical support to Clinic-Based and Home Telehealth programs Evaluates communication hardware/software and troubleshoots network related problems in technology/system operational settings. Provides technical support and participation in the integration and testing of Telehealth networks Troubleshoots communication issues and repairs and maintains equipment Monitors the local Telehealth communications network activity Files activity reports include a log of trouble tickets, technical reports, and site assessments Schedules and provides Telehealth technology maintenance, readiness, and downtime Incumbent is a resource to offsite technicians and IT staff providing guidance, support, planning, and consultative services Conducts analysis of all CBOCs within VAMC/Healthcare System with VISN and Regional impact Develops and coordinates a wide variety of standard operating procedures with full and complete technical advice for telehealth technologies to ensure they are secured, ready for use within required/established timeframes and accounted for Prepares and tracks maintenance work orders, information systems, inventory records, and communicates with the National Telehealth Technology Help Desk (NTTHD) to facilitate troubleshooting, repair, and coordination of replacement equipment as necessary Maintains responsibility for facility inventory management and registering and maintaining telehealth end points and scheduling of simple and complex intra-facility, and interfacility telehealth appointments and multi-point video conference calls in the Telehealth Management Platform or other similar electronic resource-based scheduling system/application In collaboration with the FTC, resolves audit/inspection activities for all Clinical Telehealth and Connected Health activities Incumbent serves as a liaison with the VISN and work groups designated by the FTC. These links will be used by the incumbent to develop tracking mechanisms for various initiatives, progress reports and monitoring facility Telehealth equipment and workload activity issues for monthly status reports Develops methods for automating reports using a variety of software packages and applying judgment in selecting the most appropriate software type; and modifies the existing tracking system to correct problems, or establishes a database management system to improve tracking methods Analyzes and integrates program technical, workload, and patient enrollment information Independently reviews quality and performance data (e.g. patient satisfaction surveys, image quality, performance metrics, clinic wait times, etc.) for Telehealth and Connect Care program effectiveness and satisfaction and develops process improvements as required. Analyzes statistical and demographic data to support program development and to aid in the establishment of goals and objectives. Identifies, selects and approves appropriate software types (spreadsheets, database, word processing, etc.) to meet program needs based on an understanding of the functional capabilities and limitations of each, and the similarities, differences and integration of the software types Serves as a contact and resource person for individuals requesting information about Telehealth and Connected Care programs, furnishing them with the desired information or directing them to the appropriate resource Acts as a liaison for the FTC between the different programs and is responsible for identifying and resolving problem areas between the different areas Communicates as required between various parties concerning meeting arrangements or necessary changes to meeting arrangements. Assists as required in booking of Telehealth video equipment, meeting rooms/venues, preparation of agendas/minutes and tracking follow-up items related to the meeting Assists FTC and/or assigned staff in preparing for meetings/presentations Collects data and develops information to be presented or included in reports Serves as a resource person to the Telehealth and Connected Care program and/or assigned representatives and ensures that needed information is provided in a timely manner. Performs other related duties as assigned. Work Schedule: Monday - Friday, 730am-4pm Telework: This position may be authorized for ad-hoc telework at supervisor discretion Virtual: This is not a virtual position Position Description/PD#: Program Specialist/PD000000 Relocation/Recruitment Incentives: Not Authorized
Requirements
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 or 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 probationary period, your employment will be terminated unless you receive certification, in writing, that your continued employment advances the public interest.
Education
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: http://ope.ed.gov/accreditation/. 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: https://sites.ed.gov/international/recognition-of-foreign-qualifications/.
How you will be evaluated
Your qualifications will be evaluated based on your application materials (e.g., resume, supporting documents), your responses on the application questionnaire, and your responses to all assessments required for this position. You will be assessed on the following Competencies for this position: Attention to Detail Customer Service Data Management Decision Making Flexibility Integrity/Honesty Interpersonal Skills Learning Organizational Awareness Reading Comprehension Reasoning Self-Management Stress Tolerance Teamwork Technical Competence Your experience must be fully documented on your resume and must include job title, duties, month and year start/end dates AND hours worked per week. 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. IN DESCRIBING YOUR EXPERIENCE, PLEASE BE CLEAR AND SPECIFIC. WE WILL NOT MAKE ASSUMPTIONS REGARDING YOUR EXPERIENCE. Overstating your qualifications and/or experience in your application materials or application questionnaire may result in your removal from consideration. Cheating on the online assessment may also result in your removal from consideration. 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. During the application process you may have an option to opt-in to make your resume available to hiring managers in the agency who have similar positions. Opting in does not impact your application for this announcement, nor does it guarantee further consideration for additional positions. Special Employment Consideration: VA encourages persons with disabilities to apply, including those eligible for hiring under 5 CFR 213.3102(u), Schedule A, Appointment of persons with disabilities [i.e., intellectual disabilities, severe physical disabilities, or psychiatric disabilities], and/or Disabled veterans with a compensable service-connected disability of 30% or more. Contact the Agency Contact for information on how to apply under this appointment authority via the Selective Placement Coordinator.