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 and is typically stationed at a clinical care delivery site (VA Medical Center, CBOC, VA Outreach Clinic, etc.); with duties that may require travel.
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. 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 health care technicians, hospital corpsmen, or medical service specialists given by the U.S. Armed Forces. Certification. None 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. May qualify based on being covered by the 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). Grade Determinations: In addition to the basic requirements for employment, the following criteria must be met when determining the grade of candidates. Lead Health Technician (Telehealth Clinical), GS-8 Experience: One year of experience equivalent to the next lower grade level, GS-7. To be creditable, this experience must be equivalent to the next lower grade level, GS-7. Experience at this level includes but is not limited to: Monitor and capture workload credit, develop reporting procedures and participate in performance improvement activities aimed at improving patient care access and Telehealth processes. Sampling techniques, taking measurements at various points in the telehealth process; and develop and provide reporting procedures that identifies and analyzes inherent weaknesses in work and telehealth procedures. Coordinate and work with Biomed and IT staff for the installation and upgrade of hardware and software for all telehealth technologies; will be responsible for advanced telehealth technical support to patients, staff and providers; provides technical consultation and support for staff and patients via phone, web chat, social media and face to face sessions; provides 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. Demonstrated Knowledge, Skills, and Abilities. In addition to the experience above, the candidate must demonstrate all of the following Knowledge, Skills, and Abilities. KSAs. (a) 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. (b) Skill in leadership and interpersonal relations and conflict resolution to deal with employees, team leaders, providers, and managers. (c) 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. (d) Knowledge of quality control and assurance procedures and principles of performance improvement. (e) Skill in the assessment and resolution of complex workload capture issues using multiple data sources. (f) Ability to develop and compose complex written instructions. (g) Knowledge of analytical and evaluative processes to independently resolve complex issues. Preferred Experience: 1 year direct patient care experience. Reference: For more information on this qualification standard, please visit https://www.va.gov/ohrm/QualificationStandards/. The full performance level of this vacancy is GS-8 Physical Requirements: The work requires some physical exertion such as prolonged periods of standing, bending, reaching, crouching, stooping, stretching, and lifting moderately heavy items such as manuals, record boxes, equipment or assisting patients. The work requires above average agility and dexterity. The incumbent may be required to travel between VA and/or Non-VA clinical care sites and possession of a valid driver's license may be required.
NOTE: The 2-page resume requirement does not apply to this occupational series. For more information, refer to required documents below. The duties of the Lead Health Technician (Telehealth Clinical) - position include, but are not limited to: Coordinating with vendors, Biomed and IT to upgrade and or replace Telehealth technologies to minimize impact on patient care. 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. Leading a team of telehealth staff by providing guidance and technical direction relating to the telehealth program. Distributing and balancing workload and tasks among employees in accordance with established workflow and/or job specialization and required rotations. 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. Identifying and recommending ways of eliminating, combining, simplifying procedures and processes of the telehealth program. Supporting efforts to effect necessary change. Providing standardized developed competency based training for telehealth technology, facilitating interactive simulations for clinical staff participating in telehealth programs. 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. 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. Resolving simple, informal complaints of employees and referring others, such as formal grievances and appeals, to the supervisor or an appropriate management official. 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. Work Schedule: Monday-Friday 7:30am-4:00pm Telework: Not Available Virtual: This is not a virtual position. Functional Statement #: 000000 Relocation/Recruitment Incentives: Not Authorized Permanent Change of Station (PCS): Not Authorized