Supervisory Health Technician (Telehealth Clinical)

Duties include but are not limited to:

• Providing 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;
• Creating and modifying work schedules to meet anticipated and unanticipated changes in the workload;
• Overseeing attendance and reviewing and approving leave requests of direct reports while ensuring adequate staff is available to perform all needed telehealth duties;
• Providing guidance and technical direction relating to the telehealth program and relevant administrative matters to direct reports;
• Working with the Facility Telehealth Coordinator to develop assignments for team members in order to facilitate all operations of the facilitys telehealth program;
• Distributing and balancing workload and tasks among employees in accordance with established workflow and/or job specialization and required rotations;
• Monitoring the status and progress of team members work and directing adjustments in accordance with established priorities;
• Ensuring that instructions on work priorities methods deadlines and quality have been met;
• Ensuring 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; collaborating with stakeholders to develop new programs and processes to ensure telehealth programs are meeting the strategic plans of the healthcare system;
• Identifying and recommending ways of eliminating combining simplifying procedures and processes of the telehealth program. Supporting efforts to effect necessary change;
• Independently reviewing 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;
• Coordinating with vendors Biomed and IT to upgrade and or replace telehealth technologies to minimize impact on patient care;
• 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;
• Providing standardized developed competency based training for telehealth technology facilitating interactive simulations for clinical staff participating in Telehealth programs;
• 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;
• Maintaining responsibility for registering and maintaining telehealth end points and scheduling of multi-point video conference calls in the Telepresence Management System or other similar application;
• Ensuring that standardized developed competency based training in accordance with established Telehealth program policies and directives are provided to all telehealth staff and telehealth providers. This may include either functioning as a telehealth preceptor or assigning this responsibility to a subordinate whose role will be to conduct a review to ensure technologies and systems are functioning prior to training and trainees have completed prerequisites; observing and validating skills for initial certification and on-going performance evaluation. Providing established remedial training as needed and reporting to supervisor regarding ongoing performance. Maintain knowledge of current standard practices;
• Supporting designated complex telehealth programs that require advanced technical skillsets;

Work Schedule: Monday-Friday 7:30AM -4:00PM
Compressed/Flexible:At Managements Discretion
Telework: Not Available
Virtual: This is not a virtual position.
Relocation/Recruitment Incentives: Not Authorized
Permanent Change of Station (PCS): Not Authorized

• 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 ( Effective May 7 2025 drivers 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 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 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.

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 applicants 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 bachelors 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 associates 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.
• 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: Supervisory Health Technician (Telehealth Clinical) GS-9

Experience. One year of experience equivalent to the next lower grade level.

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: Telehealth Clinical Technician (TCT) lead experience preferred.

Reference: For more information on this qualification standard please visit full performance level of this vacancy is GS-09.

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 drivers license may be required.