Summary The Veterans Health Administration 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. Responsibilities Coordinate, install, maintain and managing the inventory of telehealth technologies including hardware and software with assistance of Biomed and IT; Provide established standardized competency based training, guidance and information on the use of advanced telehealth technologies to patients, staff, and providers; Provide established standardized competency based training for telehealth technology, facilitating interactive simulations for clinical staff participating in telehealth programs; Participate in performance improvement activities aimed at improving the efficiency of the patient telehealth processes; Develop reporting procedures, sampling techniques and measurements at various points in the telehealth processes to identify/analyze inherent weaknesses in work and procedures; Coordinate clinic set up and monitoring of workload capture and issues for assigned patient and provider clinics including telehealth resource based scheduling; Support designated complex telehealth programs that require advanced technical skillsets. 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 VA Video Connect (VVC) encounters including tasks such 3 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 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; 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; Complete 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; Receive and schedule requests for simple and complex intra-facility, and interfacility telehealth appointments using an electronic resource-based scheduling system; Refer patients to providers for screening for Telehealth; 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; Coordinate and. or directly configure, install, troubleshoot, inventory management, cleaning, and performing minor routine maintenance of assigned telehealth technology; Ensure 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. Provide 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; Maintain 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; Maintain regular contact with other staff members and the Facility Telehealth Coordinator to work out process issues, equipment needs, problems, data collection and any other logistical issues; Arrange and complete test video calls with Veterans to prepare the Veterans for clinical encounters using telehealth technologies; Ensure information and resources are maintained for local and remote telehealth providers so they can effectively execute contingency and emergency plans; Work Schedule: Monday to Friday - 08:00am - 04:30pm 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 Requirements 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. You may be required to serve a trial period. 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 examination. Participation in the seasonal influenza vaccination program is a requirement for all Department of Veterans Affairs Health Care Personnel (HCP). 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: The following are the basic requirements for appointment as Health Technician (Telehealth Clinical) in the Veterans Health Administration (VHA). 1. 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. NOTE: You must submit the required supporting documentation to receive consideration. Failure to provide the required documents will result in an ineligible rating and your application will be excluded from consideration. (3) Certification. None (4) 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. 5. Physical Standards. 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. 6. English Language Proficiency. All applicants must be proficient in spoken and written English as required by 38 U.S.C. 7402(d), and 7407(d). 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) (1) Experience. One year of experience equivalent to the next lower grade level. Applicants will need to show the knowledge, skills and abilities at the GS-06 level listed below. Demonstrated Knowledge, Skills, and Abilities (KSA). (a) Comprehensive knowledge of computer systems and programs to perform a variety of tasks. (b) Ability to communicate, consult, and interact with other members of the healthcare team, external relations, customer service and patient education. (c) Ability to provide and receive guidance and technical direction. (d) Ability to plan, organize, set priorities, work as a team member, and effectively complete assignments.(e) Ability to read, interpret, and apply complex written instructions. (f) Knowledge of general clinical policies and procedures in a healthcare environment. (g) Skilled in the use of telehealth technologies for the facilitation of telehealth clinical encounters. Assignment. Responsible for day-to-day operation of the Connected Care Services. Screening patients for Telehealth modality and referring patients that do not meet established criteria to appropriate care; communicating with administrative and professional staff, and obtains assistance for issues that arise or backlogs that cannot be resolved in a timely manner. Performs imaging duties in accordance with VHA national telehealth guidelines such as: capture and transmission of clinical images, generate consult to established procedures for each specialty, transmits images or clinical data to the electronic medical record, provides patient education regarding general anatomy, disease processes and prevention 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 services between internal and external VA and non-VA sites; analyzes own work flow to determine problem areas and recommends corrective action to improve coordination between various units; has regular contact with the Coordinator to work out process issues, equipment needs, problems, data collection and any other logistical issues; responsible for conducting routine inventories and tracking location/status of technology located at assigned site; and communicates with National Telehealth Technology Help Desk to facilitate troubleshooting, repair, and coordination of replacement equipment. (2) 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 progress of work, monitoring accuracy of work. (f) Ability to assist in Health Technician (Telehealth Clinical) development, outcome management and strategic planning. (g) Ability to perform successful knowledge transfer regarding the use of telehealth technologies. (3) Assignment. Monitors and captures workload credit, develop reporting procedures and participate in performance improvement activities aimed at improving patient care access and processes. This includes; sampling techniques, taking measurements at various points in the 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; 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. Preferred Experience: (1) Recent 3 years of Outpatient experience as a Health Technician or Medical Assistant. (2) Coordinating clinic set up and monitoring of workload capture and issues for assigned patient and provider clinics. (3) Participating in performance improvement activities aimed at improving the efficiency. (4) Preparing the clinical environment, which may include preparing medical and telecommunications equipment to be used for clinical examination and treatment; (5) Communicating effectively with clinical and administrative staff at the assigned local site and those located at remote sites of care; 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). 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-07. 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 Receiving Service Credit or 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. 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.