Clarification from the agency

This is a PUBLIC ANNOUNCEMENT and is open to Federal employees from agencies other than the Department of Veterans Affairs and All US Citizens. If you are a current permanent employee of the VA, you should apply under the internal announcement number CBSY-12161088-24-KK.

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This announcement is open continuous. Certificates will be issued to the hiring manager on a weekly basis until all positions have been filled. Announcement will remain open until all vacancies are filled, and may close sooner than 9/30/2024.

Major duties include, but are not limited to the following:

• Provides direct supervision to Telehealth team which includes assigning, amending or rejecting work. Ensuring production and accuracy requirements are met. Developing performance plans, recommending standards and ratings, and evaluating performance, making promotions, reassignment, and recognizing outstanding performance, responding to questions or matters not covered by standards and problems in meeting performance standards. Effecting corrective and disciplinary measures to address conduct and performance issues.
• Creates and modifies work schedules to meet anticipated and unanticipated changes in the workload.
• Oversees attendance and reviewing and approving leave requests of direct reports while ensuring adequate staff is available to perform all needed telehealth duties.
• Provides guidance and technical direction relating to the telehealth program and relevant administrative matters to direct reports.
• Works with the Facility Telehealth Coordinator to develop assignments for team members in order to facilitate all operations of the facility's telehealth program.
• Distributes and balances workload and tasks among employees in accordance with established workflow and/or job specialization and required rotations.
• Monitors the status and progress of team members' work and directing adjustments in accordance with established priorities.
• Ensures that instructions on work priorities, methods, deadlines and quality have been met.
• Ensures new employees (local and at the CBOC sites) receive on-the-job training to and are adequately instructed in specific tasks and job techniques, ensuring that written instructions and reference materials are made available for use by team members in the accomplishment of tasks or projects.
• Collaborates with stakeholders to develop new programs and processes to ensure telehealth programs are meeting the strategic plans of the healthcare system.
• Identifies and recommends ways of eliminating, combining, simplifying procedures and processes of the telehealth program. Supporting efforts to effect necessary change.
• Independently reviews quality and performance data (e.g. patient satisfaction surveys, image quality, performance metrics, clinic wait times) for telehealth programs effectiveness and satisfaction and developing process improvements as required.
• Coordinates with vendors, Biomed and IT to upgrade and or replace telehealth technologies to minimize impact on patient care.
• Develops and coordinates a wide variety of standard operating procedures with full and complete technical advice to ensure telehealth operations are timely, efficient, and appropriate.
• Provides standardized developed competency based training for telehealth technology, facilitating interactive simulations for clinical staff participating in Telehealth programs.
• Gathers, compiles and analyzes data and statistics to develop integrated reports designed to assess impact, demand and utilization of telehealth services for submission to facility and Veteran Integrated Service Network (VISN) leadership.
• Maintains responsibility for registering and maintaining telehealth end points and scheduling of multi-point video conference calls in the Telepresence Management System or other similar application.
• Ensures that standardized developed competency based training in accordance with established Telehealth program policies and directives are provided to all telehealth staff and telehealth providers. This may include either functioning as a telehealth preceptor or assigning this responsibility to a subordinate whose role will be to conduct a review to ensure technologies and systems are functioning prior to training, and trainees have completed prerequisites; observing and validating skills for initial certification and on-going performance evaluation. Providing established remedial training as needed and reporting to supervisor regarding ongoing performance. Maintain knowledge of current standard practices.
• Supports designated, complex telehealth programs that require advanced technical skillsets.

Conditions of employment

• You must be a U.S. Citizen to apply for this job.
• All applicants tentatively selected for VA employment in a testing designated position are subject to urinalysis to screen for illegal drug use prior to appointment. Applicants who refuse to be tested will be denied employment with VA.
• Selective Service Registration is required for males born after 12/31/1959.
• Must be proficient in written and spoken English.
• You may be required to serve a probationary period.
• Subject to background/security investigation.
• Selected applicants will be required to complete an online onboarding process.
• Participation in the seasonal influenza vaccination program is a requirement for all Department of Veterans Affairs Health Care Personnel (HCP).
• Participation in the Coronavirus Disease 2019 (COVID-19) vaccination program is a requirement for all Veterans Health Administration Health Care Personnel (HCP) - See "Additional Information" below for details.

Qualifications

Basic Requirements:

• United States Citizenship: Non-citizens may only be appointed when it is not possible to recruit qualified citizens in accordance with VA Policy.
• Experience and Education:
  • 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. -OR-
  • Experience/Education Combination: Equivalent combination of experience and education are qualifying for entry level for which both education and experience are acceptable.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 healthcare technicians, hospital corpsmen, or medical service specialists given by the U.S. Armed Forces.

• 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.

• Ability to perform the full range of supervisory duties which includes responsibility for assignment of work to be performed, performance evaluations, selection of qualified staff, and recommendations of awards, advancements, and when appropriate disciplinary actions.
• Ability to plan, organize, and coordinate clinical workflow and set short and long-term goals for the program.
• Ability to work independently, to set priorities, delegate tasks, meet multiple deadlines, analyze organizational problems, and develop and implement effective solutions to optimize quality, efficiency, performance, and productivity within the service.
• Ability to develop policy, manage equipment requests, and provide workload analysis.
• Knowledge of all Connected Care programs and operations.

How you will be evaluated

You will be evaluated for this job based on how well you meet the qualifications above.

IN DESCRIBING YOUR EXPERIENCE, PLEASE BE CLEAR AND SPECIFIC. WE MAY NOT MAKE ASSUMPTIONS REGARDING YOUR EXPERIENCE. Your application, resume, C.V., and/or supporting documentation will be verified. Please follow all instructions carefully. Errors or omissions may affect consideration for employment.

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.

The Department of Veterans Affairs performs pre-employment reference checks as an assessment method used in the hiring process to verify information provided by a candidate (e.g., on resume or during interview or hiring process); gain additional knowledge regarding a candidate's abilities; and assist a hiring manager with making a final selection for a position.

It is the policy of the VA to not deny employment to those that have faced financial hardships or periods of unemployment.

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.