Duties

Summary

The Health Technician (Telehealth Clinical) 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. 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.

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Responsibilities

The duties associated with this 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 the clinical environment, which may include preparing medical and telecommunications equipment to be used for clinical examination and treatment;
- serving as a telepresenter, within scope of practice, during clinical video telehealth
(CVT) and VA Video Connect (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;
- 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 within scope of training and applicable guidelines;
- ensuring 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 inter­facility telehealth 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 as needed to ensure efficient telehealth operations;
- providing patient education via approved materials;
- supporting the Veteran in completing patient satisfaction surveys;
- communicating effectively with clinical and administrative staff at the assigned local site and those located at remote sites of care;
- 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 other staff members and the Facility Telehealth Coordinator to work out process issues, equipment needs, problems, data collection and any other logistical issues;
- arranging and completing test video calls with Veterans to prepare the Veterans for clinical encounters using telehealth technologies;
- ensuring information and resources are maintained for local and remote telehealth providers so they can effectively execute contingency and emergency plans;
- other duties as assigned.

Work Schedule: Monday thru Friday; 8AM - 4:30PM, however the tour may be negotiable
Telework Eligible: Yes
Virtual Position: No
Financial Disclosure Report: Not required

Travel Required

Occasional travel - You may be expected to travel to other VA Maryland Health Care System Medical Centers and Outpatient clinics and off site locations for training, meetings, and to provide on-site technical assistance for this position.

Supervisory status
No

Promotion Potential
None

Requirements

Conditions of Employment

• You must be a U.S. Citizen to apply for this job
• Designated and/or random drug testing may be required
• Selective Service Registration is required for males born after 12/31/1959
• You may be required to serve a probationary period
• Subject to a background/security investigation
• Must be proficient in written and spoken English
• Selected applicants will be required to complete an online onboarding process

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:

• Citizenship. Must be a Citizen of the United States.
• 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.
• 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.
• Physical Requirements. In addition to the below physical requirements, must have the mental, emotional, and physical ability to satisfactorily perform the duties of the proposed assignment and pass the requisite laboratory and other screening as required by Federal regulatory agencies
• English Language Proficiency. Must be proficient in written and spoken English.

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).

Preferred Experience: Scheduling appointments. Advance experience with current technology such as computer, cellphones, iPad (tablets), cameras and webcams- Smart devices and telehealth technology preferred.

Grade Determinations: GS-6 Health Technician (Telehealth Clinical) (Full Performance Level):

1) Experience. One year of experience equivalent to the next lower grade level (GS-5)*.
*Examples of assignments at the GS-05 grade level include but are not limited to: Assignment: schedule telehealth appointments using an electronic scheduling system; obtain and document patient history and pertinent clinical information in electronic medical records; prepares the telehealth room where the Health Technician (Telehealth Clinical) readies the equipment for examination, establishes video conferencing connection, makes introductions between patient site and provider site; monitors and maintains electronic schedule of rooms, patients, technologies, and presenters; administers the patient satisfaction survey; cleans and performs minor routine maintenance of assigned telehealth technology.

2) Demonstrated Knowledge, Skills, and Abilities (KSA). In addition to the experience above, the candidate must demonstrate all of the following KSAs. Comprehensive knowledge of computer systems and programs to perform a variety of tasks; Ability to communicate, consult, and interact with other members of the healthcare team, external relations, customer service and patient education; Ability to provide and receive guidance and technical direction; Ability to plan, organize, set priorities, work as a team member, and effectively complete assignments; Ability to read, interpret, and apply complex written instructions; Knowledge of general clinical policies and procedures in a healthcare environment; Skilled in the use of telehealth technologies for the facilitation of telehealth clinical encounters.

Assignment. The Health Technician (Telehealth Clinical) performs a full range of duties and is responsible for day-to-day operation of the Connected Care Services. Assignments at this level include, but are not limited to, 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; and communicates with National Telehealth Technology Help Desk to facilitate troubleshooting, repair, and coordination of replacement equipment as necessary.

References: VA Handbook 5005/96, Part II, Appendix G50, Dated 2/7/2018

The full performance level of this vacancy is GS-6. The actual grade at which an applicant may be selected for this vacancy is in the range of GS-6 to GS-6.

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

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 .

Additional information

This job opportunity announcement may be used to fill additional vacancies.

It is the policy of the VA to not deny employment to those that have faced financial hardships or periods of unemployment.

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.

Veterans and Transitioning Service Members: Please visit the VA for Vets site for career-search tools for Veterans seeking employment at VA, career development services for our existing Veterans, and coaching and reintegration support for military service members.

If you are unable to apply online view the following link for information regarding an Alternate Application .

How You Will Be Evaluated

You will be evaluated for this job based on how well you meet the qualifications above.

IN DESCRIBING YOUR EXPERIENCE, PLEASE BE CLEAR AND SPECIFIC. WE MAY NOT MAKE ASSUMPTIONS REGARDING YOUR EXPERIENCE. Your application, résumé, C.V., and/or supporting documentation will be verified. Please follow all instructions carefully. Errors or omissions may affect consideration for employment.

Experience refers to paid and unpaid experience, including volunteer work done through National Service programs (e.g., Peace Corps, AmeriCorps) and other organizations (e.g., professional; philanthropic; religions; spiritual; community; student; social). Volunteer work helps build critical competencies, knowledge, and skills and can provide valuable training and experience that translates directly to paid employment. You will receive credit for all qualifying experience, including volunteer experience.

Background checks and security clearance

Security clearance
Other

Drug test required
Yes

Position sensitivity and risk
Non-sensitive (NS)/Low Risk

Trust determination process
Credentialing , Suitability/Fitness

Required Documents

To apply for this position, you must provide a complete Application Package which includes:

• Resume

The following documents are accepted, and may be required if applicable to your eligibility and/or qualifications for this position. Please use this checklist to ensure you have included all documents required for your application, such as a copy of your transcript (if using education to qualify), SF-50's (current/former Federal employees), etc.

• Cover Letter
• DD-214/ Statement of Service
• Disability Letter (VA)
• VA Form 10-2850C - Application - https://www.va.gov/vaforms/medical/pdf/vha-10-2850c-fill.pdf
• Performance Appraisal
• Resume
• SF-50/ Notification of Personnel Action
• Transcript

VA Form 10-2850c Application for Associated Health Occupations can be found at: https://www.va.gov/vaforms/medical/pdf/vha-10-2850c-fill.pdf .

Veterans' Preference: When applying for Federal Jobs, eligible Veterans should claim preference for 5pt (TP), 10pt (CP/CPS/XP), or for Sole Survivor Preference (SSP) in the questionnaire. You must provide a legible copy of your DD214(s) which shows dates and character of service (honorable, general, etc.). If you are currently serving on active duty and expect to be released or discharged within 120 days you must submit documentation related to your active duty service which reflects the dates of service, character of service (honorable, general, etc.), and dates of impending separation. Additionally, disabled veterans and others eligible for 10-point preference (such as widows or mothers of eligible Veterans) must also submit an SF-15 "Application for 10 Point Veteran Preference" with required proof as stated on the form. Documentation is required to award preference. For more information on Veterans' Preference, please visit http://www.fedshirevets.gov/job/vetpref/index.aspx .

If you are relying on your education to meet qualification requirements:

Education must be accredited by an accrediting institution recognized by the U.S. Department of Education in order for it to be credited towards qualifications. Therefore, provide only the attendance and/or degrees from schools accredited by accrediting institutions recognized by the U.S. Department of Education .

Failure to provide all of the required information as stated in this vacancy announcement may result in an ineligible rating or may affect the overall rating.