Supervisory Health Technician (Telehealth Clinical)

Summary The Supervisory Health Technician (Telehealth Clinical) functions as the direct supervisor of a team of Health Technicians and may also supervise other telehealth staff. The position 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 The major duties of the Administrative Officer will include but may not be limited to the following: Provide 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 Create and modify work schedules to meet anticipated and unanticipated changes in the workload Oversee attendance and reviewing and approving leave requests for direct reports while ensuring adequate staff is available to perform all needed telehealth duties Provide guidance and technical direction relating to the telehealth program and relevant administrative matters to direct reports Work with the Facility Telehealth Coordinator to develop assignments for team members in order to facilitate all operations of the facility's telehealth program Distribute and balance workload and tasks among employees in accordance with established workflow and/or job specialization and required rotations Monitor the status and progress of team members' work and directing adjustments in accordance with established priorities Ensure that instructions on work priorities, methods, deadlines and quality have been met Ensure that 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 Collaborate with stakeholders to develop new programs and processes to ensure telehealth programs are meeting the strategic plans of the healthcare system Identify and recommend ways of eliminating, combining, simplifying procedures and processes of the telehealth program. Supporting efforts to effect necessary change Independently review 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 Prepare the clinical environment, which may include preparing medical and telecommunications equipment to be used for clinical examination and treatment Serve as a telepresenter within scope of practice, during clinical video telehealth (CVT) and VVC encounters including tasks such as establishing and maintaining video conferencing connections, making introductions between patient site and provider site, following instructions of a clinician to facilitate an effective clinical encounter Serve as an imager and data manager for store and forward telehealth (SFT) clinical encounters including tasks such as capturing images, collecting data and transmitting them electronically for clinical review in accordance with VHA national guidelines Take measures to ensure patient care is delivered safely by following appropriate procedures for the cleaning of clinical equipment and the care environment while following all patient safety guidelines, protocols, and procedures Completing standardized clinical questionnaires and templates within scope of training and applicable guidelines Ensure that patient privacy is protected by complying with all information security and patient privacy regulations Receiving and scheduling requests for simple and complex intra-facility, and inter-facility telehealth appointments using an electronic resource-based scheduling system Screen patients for Telehealth modality and referring patients that do not meet established criteria to appropriate care Monitor and maintain schedules of rooms, patients, technologies, clinical providers and presenters as needed to ensure efficient telehealth operations Provide patient education via approved materials Support the Veteran in completing patient satisfaction surveys Communicate effectively with clinical and administrative staff at the assigned local site and those located at remote sites of care Work Schedule: Full-time, Monday-Friday, 8:00am-4:30pm Telework: Not Available Virtual: This is not a virtual position. Relocation/Recruitment Incentives: Not Authorized Permanent Change of Station (PCS): Not Authorized Requirements Conditions of employment 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. 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 dentification cards that are not REAL ID compliant cannot be utilized as an acceptable form of identification for employment. Must pass pre-employment physical evaluation 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. As a condition of employment for accepting this position, you will be required to serve a 1 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 trial period, your employment will be terminated unless you receive certification, in writing, that your continued employment advances the public interest. 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. Experience and Education. (1) 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 (2) Education. Four academic years above high school leading to a bachelor's degree with courses related to the occupation. OR (3) 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 (b) 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. (c) Grandfathering Provision. All Health Technicians (Telehealth Clinical) employed in VHA in this occupation on the effective date of this qualification standard are considered to have met all qualification requirements for the title, series, and grade held. For employees who do not meet all the basic requirements required in this standard, but who met the qualifications applicable to the position at the time they were appointed to it, the following provisions apply: (1) Such employees may be reassigned, promoted up to and including the full performance (journeyman) level, or changed to lower grade within the occupation, but may not be promoted beyond the journeyman level or placed in supervisory or managerial positions. (2) Employees who are appointed on a temporary basis prior to the effective date of the qualification standard may not have their temporary appointment extended or be reappointed, on a temporary or permanent basis, until they fully meet the basic requirements of the standard. (3) If an employee who was retained (grandfathered) under this provision leaves that occupation, the employee loses protected status and must meet the full VA qualification standard requirements in effect at the time of re-entry to the occupation. (d). English Language Proficiency. 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: GS-9 (1) Experience. One year of experience equivalent to the next lower grade level. (2) Demonstrated Knowledge, Skills, and Abilities. In addition to the experience above, the candidate must demonstrate all of the following KSAs: (a) 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. (b) Ability to plan, organize, and coordinate clinical workflow and set short and long-term goals for the program. (c) 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. (d) Ability to develop policy, manage equipment requests, and provide workload analysis. (e) Knowledge of all Connected Care programs and operations. Preferred Experience: Previous experience in Telehealth modalities is preferred Reference: For more information on this qualification standard, please visit https://www.va.gov/ohrm/QualificationStandards/. 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. 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/. Additional information Under the Fair Chance to Compete Act, the Department of Veterans Affairs prohibits requesting an applicant's criminal history prior to accepting a tentative job offer. For more information about the Act and the complaint process, visit Human Resources and Administration/Operations, Security, and Preparedness (HRA/OSP) at The Fair Chance Act. Whole Health is an approach to health care that empowers and equips people to take charge of their health and well-being and live their life to the fullest. The VA is committed to Whole Health and values Veteran and Employee health and wellbeing. As a VA employee, you will practice Whole Health in an environment that supports personalized and proactive care. Reasonable Accommodation (RA) Requests: If you believe you have a disability (i.e., physical or mental), covered by the Rehabilitation Act of 1973 as amended that would interfere with completing the USA Hire Competency Based Assessments, you will be granted the opportunity to request a RA in your online application. Requests for RA for the USA Hire Competency Based Assessments and appropriate supporting documentation for RA must be received prior to starting the USA Hire Competency Based Assessments. Decisions on requests for RA are made on a case-by-case basis. If you meet the minimum qualifications of the position, after notification of the adjudication of your request, you will receive an email invitation to complete the USA Hire Competency Based Assessments, based on your adjudication decision. You must complete all assessments within 48 hours of receiving the URL to access the USA Hire Competency Based Assessments if you received the link after the close of the announcement. To determine if you need a RA, please review the Procedures for Requesting a Reasonable Accommodation for Online Assessments. Receiving Service Credit for Earning Annual (Vacation) Leave: Federal Employees earn annual leave at a rate (4, 6 or 8 hours per pay period) which is based on the number of years they have served as a Federal employee. Selected applicants may qualify for credit toward annual leave accrual, based on prior work experience or military service experience. This credited service can be used in determining the rate at which they earn annual leave. Such credit must be requested and approved prior to the appointment date and is not guaranteed. 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. This job opportunity announcement may be used to fill additional vacancies. This position is in the Excepted Service and does not confer competitive status. VA encourages persons with disabilities to apply. The health-related positions in VA are covered by Title 38, and are not covered by the Schedule A excepted appointment authority. If you are unable to apply online or need an alternate method to submit documents, please reach out to the Agency Contact listed in this Job Opportunity Announcement. Candidates should be committed to improving the efficiency of the Federal government, passionate about the ideals of our American republic, and committed to upholding the rule of law and the United States Constitution. Benefits A career with the U.S. government provides employees with a comprehensive benefits package. As a federal employee, you and your family will have access to a range of benefits that are designed to make your federal career very rewarding. Opens in a new windowLearn more about federal benefits. Review our benefits Eligibility for benefits depends on the type of position you hold and whether your position is full-time, part-time or intermittent. Contact the hiring agency for more information on the specific benefits offered.