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.

Duties

This position is above the full performance level and provides an array of complex and specialized duties related to leadership, staff education, technology management, as well as project and program management for all dimensions of virtual care and telehealth initiatives. The incumbent also maintains responsibility for day-to-day operation of telehealth services on location and remote sites and participates in program development and advanced support of the telehealth program. Duties include and are not limited to the following: Exercises independent judgement and provides regular oversight and guidance to other staff members Works with the supervisor to develop assignments Distributes workload, balancing tasks according to established workflow and/or job specialization and required rotations Serves as work leader, monitors the status and progress of team, makes adjustments Provides on-the-job training, instructing employees making available written instructions and reference materials Monitors/reports on the status and progress of work priorities, methods, deadlines and quality Provides input concerning promotions, reassignment, recognition and personnel needs Resolves simple, informal employee complaints Refers formal grievances and appeals to an appropriate management official Identifies and recommends ways of eliminating, combining, simplifying procedures and processes Reviews quality and performance data (e.g. patient satisfaction surveys, image quality, performance metrics, clinic wait times) Coordinates with vendors, Biomed and IT to upgrade/replace telehealth technologies Develops a wide variety of standard operating procedures Provides competency based training for telehealth technology, facilitating interactive simulations Maintains national certification and serves as a Telehealth Preceptor Providing remedial training and reports progress to supervisor Maintain knowledge of standard practices - gathering, compiling and analyzing data and statistics to develop integrated reports Evaluates skill and competencies for initial certification and on-going performance evaluation Maintains telehealth end points and scheduling of multi-point video conference calls in the Telepresence Management System or other similar application Develops reporting procedures, sampling techniques and measurements Identifies and analyzes weaknesses in work and procedures and advises on trends Leads performance improvement activities Coordinates clinic set up and monitoring of workload capture and issues for all telehealth clinics and sites, to include interfacility workload Full performance level assignments include, and are not limited to: Prepares the clinical environment, including preparing medical and telecommunications equipment Serves as a telepresenter, within scope of practice, during clinical video telehealth (CVT) and VVC encounters Serves as an imager and data manager for store and forward telehealth (SFT) clinical encounters Ensures patient care is delivered safely by following procedures in cleaning of clinical equipment and the care environment Follows all patient safety guidelines, protocols, and procedures, standardized clinical questionnaires and templates Complies with all information security and patient privacy regulations Utilizes an electronic resource-based scheduling system - receives and schedules appointments, for simple and complex, intra-facility and inter-facility Screens patients for Telehealth modality and refers patients that do not meet established criteria to appropriate care Monitors/maintains schedules of rooms, patients, technologies, clinical providers and presenters Provides patient education via approved materials Supports the Veteran in completing patient satisfaction surveys Communicates with staff at the assigned local site and those located at remote sites of care Supports/coordinates or directly configures, installs, troubleshoots, cleans and performs minor routine maintenance of telehealth technology Ensures telehealth technologies are managed, inventoried, secured, ready for use, and accounted for Communicates with National Telehealth Technology Help Desk with troubleshooting, repair, and coordination of replacement equipment Applies skill to extensive body of rules, procedures, and operations in telehealth-related technologies and a variety of computer hardware and software including data entry and retrieval, record maintenance, document and report generation Arranges and conducts test video calls with Veterans to prepare for telehealth clinical encounters Ensures information and resources are maintained for telehealth providers Other duties as assigned. Work Schedule: Full-time; M-F; 8:00am - 4:30pm Virtual: This is not a virtual position. Relocation/Recruitment Incentives: Not Authorized Permanent Change of Station (PCS):Not Authorized Financial Disclosure Report: Not Required

Requirements

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. To qualify at the announced grade as follows: Must have completed one year of experience equivalent to the next lower grade level of GS-7 with the Knowledge, Skills, and Abilities below: Ability to use independent technical judgment to analyze, evaluate and resolve problem Knowledge of quality control and assurance procedures and principles of performance improvement Ability to function effectively between competing priorities Knowledge of proper maintenance and troubleshooting of telehealth equipment Ability to work with a team to provide technical guidance, plan, organize and coordinate activities of a health technician Ability to assist in Health Technician (Telehealth Clinical) development, outcome management and strategic planning Ability to perform successful knowledge transfer regarding the use of telehealth technologies Also, In addition you must also demonstrate all of the following: Ability to work with a team to provide technical guidance, plan, organize and coordinate activities of a Health Technician (Telehealth Clinical) Skill in leadership and interpersonal relations and conflict resolution 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 References: Functional Statement Department of Veterans Affairs Veterans Health Administration Office of Connected Care Lead Health Technician (Telehealth Clinical), T38 Hybrid - GS-0640-08. VA HANDBOOK 5005/96 PART II APPENDIX G50 The full performance level of this vacancy is GS-8. Physical Requirements: See VA Directive and Handbook 5019.

Education

IMPORTANT: 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: http://www.ed.gov/about/offices/list/ous/international/usnei/us/edlite-visitus-forrecog.html.

Contacts

• Address William S Middleton Memorial Veterans Hospital 2500 Overlook Terrace Madison, WI 53705 US
• Name: Lisa Maddox
• Phone: 608-256-1901 X18603
• Email: [email protected]