Clarification from the agency

NOTE: The 2-page Resume requirement does not apply to this position. For more information, refer to Required Documents below.

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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 (local and at the CBOC sites). 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.
• Monitoring and reporting on the status and progress of work to ensure that the supervisor's instructions on work priorities, methods, deadlines and quality have been met.
• 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 (e.g. patient satisfaction surveys, image quality, performance metrics, clinic wait times) 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.
• Providing standardized developed competency based training for telehealth technology, facilitating interactive simulations for clinical staff participating in telehealth programs.
• Maintaining national certification and serving as a Telehealth Preceptor to independently plan and carry out standardized developed training in accordance with established telehealth program policies and directives. 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. Maintain knowledge of current standard practices.
• Gathering, compiling and analyzing 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.
• 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.
• Developing reporting procedures, sampling techniques and measurements at various points in the telehealth processes to identify/analyze inherent weaknesses in work and procedures and advises others as to trends in the processes of patient telehealth services.
• Coordinating clinic set up and monitoring of workload capture and issues for all telehealth clinics and sites, to include interfacility workload;

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.
• 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.
• Must pass pre-employment physical examination.
• 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.

• 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.

Qualifications

Applicants pending the completion of educational or certification/licensure requirements may be referred and tentatively selected but may not be hired until all requirements are met.

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.
• English Language Proficiency: A candidate will not be appointed under authority of 38 U.S.C. chapters 73 or 74, to serve in a direct patient-care capacity in VHA who is not proficient in written and spoken English. See chapter 2, section D, paragraph 5a, this part.
• 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:
    (a) 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.
• Grandfathering Provision as described in the VA Qualification Standard for this occupation (only applicable to current VHA employees who are in this occupation and meet the criteria).

• One year of experience equivalent to the GS-7 grade level. AND

1. 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.
2. Skill in leadership and interpersonal relations and conflict resolution to deal with employees, team leaders, providers, and managers.
3. 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.
4. Knowledge of quality control and assurance procedures and principles of performance improvement.
5. Skill in the assessment and resolution of complex workload capture issues using multiple data sources.
6. Ability to develop and compose complex written instructions.
7. Knowledge of analytical and evaluative processes to independently resolve complex issues.

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.