Summary
The Veterans Health Administration (VHA) supports the provision of patient care using telehealth technologies which increase a Veteran's access to care and support a Veteran's self-management. This includes developing and delivering virtual and digital technologies which help Veterans communicate synchronously and asynchronously with their health care teams and coordinate, track and manage their health care.
The duty station for this position is in The Villages, FL.
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Duties
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The incumbent performs a full range of duties and is responsible for day-to-day operation of telehealth services at the assigned location and between the assigned location and remote sites of care as well as participating in the programmatic development and advanced support of the facility-wide telehealth program. The incumbent is expected to be able to exercise independent judgement and will often provide guidance to less experienced staff members and will require minimal direct supervision. The higher-level duties associated with this advanced-level position may include, but are not limited to:
- Coordinating, installing, maintaining and managing the inventory of telehealth technologies including hardware and software with assistance of Biomed and IT;
- Providing established standardized competency based training, guidance and information on the use of advanced telehealth technologies to patients, staff, and providers;
- Providing established standardized competency based training for telehealth technology, facilitating interactive simulations for clinical staff participating in telehealth programs;
- Participating in 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;
- Coordinating clinic set up and monitoring of workload capture and issues for assigned patient and provider clinics including telehealth resource based scheduling;
- Supporting designated complex telehealth programs that require advanced technical skillsets'.
Full performance level assignments associated with this position include, but are not limited to:
- Preparing medical and telecommunications equipment to be used for clinical examination and treatment;
- Serving as a tele-presenter during clinical video telehealth (CVT) and VA Video Connect (WC) 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;
- Serving as an imager and manager of clinical data 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;
- Taking 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;
- Ensuring that patient privacy is protected;
- Receiving and scheduling requests for appointments using an electronic resource-based scheduling system;
- Referring patients to providers for screening for Telehealth;
- Monitoring and maintaining schedules of rooms, patients, technologies, clinical providers and presenters to ensure efficient telehealth operations;
- Providing patient education via approved materials;
- Supporting Veterans in completing patient satisfaction surveys;
- Communicating effectively with staff;
- Coordinating and/or directly configuring, installing, troubleshooting, inventory management, cleaning, and performing minor routine maintenance of assigned telehealth technology;
- Ensuring assigned telehealth technologies are secured, ready for use, and accounted for by preparing and tracking maintenance work orders, information systems, inventory records, and communicating with National Telehealth Technology Help Desk to facilitate troubleshooting, repair, and coordination of replacement equipment as necessary.
- Providing education and training to Veterans, clinical staff and providers on the use of telehealth technologies and serving as a point of contact to answer questions and address concerns related to these technologies;
- Maintaining knowledge of and skill in applying an extensive body of rules, procedures, and operations in telehealth-related technologies and a variety of computer hardware and software used for telecommunications, data entry and retrieval, record maintenance, document and report generation;
- Maintaining regular contact with staff members and the Facility Telehealth Coordinator to work out process issues, equipment needs, problems, data collection and any other logistical issues.
Work Schedule: Monday - Friday 7:30 am - 4:00 pm
Telework: Not Available
Virtual: This is not a virtual position.
Travel Required; 25% or less - You may be expected to travel for this position
Permanent Change of Station (PCS): Not Authorized
Requirements
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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.
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
Basic Requirements:
- Citizenship. Citizen of the United States. After a determination is made that it is not possible to recruit qualified citizens, non-citizen personnel may be appointed on a temporary basis under authority of 38 U.S.C. 7405, without regard to the citizenship requirements of 38 U.S.C. 7402 or any other law prohibiting the employment of or payment of compensation to a person who is not a citizen of the United States. Candidates must meet all other requirements for the grade and position concerned.
- 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.
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
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.
Preferred Experience - These preferences are highly desired but are not required:
- Minimum of 1 year of healthcare experience preferred as a Hospital Corpsman/Medic, Health Technician, LPN, or CNA.
GRADE DETERMINATIONS: In addition to the basic requirements for employment, the following criteria must be met when determining the grade of candidates.
Health Technician (Telehealth Clinical), GS-7 (Advanced)
Experience. One full year of Telehealth Clinical experience equivalent to the next lower grade (GS-6) level as a Telehealth Clinical Health Technician.
GS-6 level experiences are: Screening patients for Telehealth modality and referring patients that do not meet established criteria to appropriate care; Communicating effectively with administrative and professional staff, and obtaining assistance for issues that may arise or backlogs that cannot be resolved in a timely manner; Responsible for performing imaging duties in accordance with VHA national telehealth guidelines such as: capture and transmission of clinical images and/or data, obtains consent as necessary, generates consults according to established procedures for each telehealth specialty, transmits images or clinical data to the electronic medical record, provides patient education regarding general anatomy, disease processes and prevention as appropriate, and takes appropriate action based on the providers' findings and recommendations; Responsible for facilitation of real-time Telehealth encounters by providing hands on assistance and reporting clinical observations under the direction of a licensed independent Practitioner or clinical specialist; Schedules, confirms and coordinates Telehealth services between internal and external VA and non-VA sites; Analyzes own work flow to determine potential problem areas and recommends corrective action to improve coordination between various units/facilities; Has regular contact with the Facility Telehealth Coordinator to work out process issues, equipment needs, problems, data collection and any other logistical issues; Responsible for conducting routine inventories and consistently tracking location/status of Telehealth technology located at assigned site; Communicates with National Telehealth Technology Help Desk to facilitate troubleshooting, repair, and coordination of replacement equipment as necessary.
GS-7 Grade Determination:
Experience must be at a level comparable to the Health Technician (Telehealth Clinical).
Demonstrated Knowledge, Skills, and Abilities. In addition to the experience above, the candidate must demonstrate all of the following KSAs.
(a) Ability to use independent technical judgment to analyze, evaluate and resolve problems.
(b) Knowledge of quality control and assurance procedures and principles of performance improvement.
(c) Ability to function effectively between competing priorities.
(d) Knowledge of proper maintenance and troubleshooting of telehealth equipment.
(e) Ability to work with a team to provide technical guidance, plan, organize and coordinate activities of a health technician in order to effectively complete job duties of assignment such as distributing workload, monitoring the status and pr
