Summary The Supervisory Health Technician (Telehealth Clinical) at Veterans Health Administration Loma Linda leads telehealth teams using Clinical Video Telehealth, Store and Forward, Video Connect, My HealtheVet, and Home Telehealth. Oversees operations, training, and programs to expand Veteran access at medical centers, clinics, and other sites. Ensures compliance with Veterans Health Administration, VISN, and facility policies while supporting national telehealth goals. Responsibilities Duties include but are not limited to: Supervises and lead telehealth staff, including hiring, assigning tasks, evaluating performance, promoting, reassigning, and addressing conduct or performance issues. Creates and adjust work schedules; manage workload to meet staffing needs; approve leave requests while ensuring adequate coverage for telehealth services. Oversees daily telehealth operations at local and remote sites; ensure smooth coordination between staff, facilities, and Veterans served. Develops, improves, and implement telehealth programs, processes, and workflows in line with VHA strategic goals. Provides guidance, technical support, and competency-based training to telehealth staff and providers; ensure certification and ongoing skill development. Reviews performance data, patient satisfaction, wait times, and other quality metrics; recommend and implement improvements. Coordinates with IT, Biomedical, and vendors to install, configure, upgrade, and maintain telehealth systems, equipment, and software. Prepares and maintain clinical environments and telehealth equipment for safe and effective use. Serves as a telepresenter during Clinical Video Telehealth (CVT) and VA Video Connect (VVC) sessions, assisting clinicians and ensuring technical connections. Captures and transmit clinical images and data for Store and Forward Telehealth (SFT) encounters in compliance with VHA guidelines. Ensures patient safety, infection control, and privacy compliance in all telehealth operations. Schedules and coordinate telehealth appointments across multiple facilities and providers. Provides patient education, resources, and assistance with satisfaction surveys. Maintains effective communication with clinical, administrative, and technical staff locally and at remote sites. Manages inventory, track equipment, and process maintenance and repair orders. Troubleshoots telehealth technology to prevent or resolve service disruptions. Maintains documentation, records, and reports for telehealth operations. Conducts test calls and technology readiness checks with Veterans before appointments. Maintains information and resources for local and remote telehealth providers to ensure effective execution of contingency and emergency plans. Defines overall objectives, priorities, and deadlines for assignments. Assists with unusual or unprecedented situations requiring guidance. Plans and execute work, resolve problems, and adjust assignments using standard operating procedures. Addresses problems and deviations according to established policies, guidelines, directives, and accepted practices. Refers new or controversial issues to the supervisor for direction or assistance. Ensures work meets expected results, is technically sound, and conforms to applicable regulations, policies, and requirements. Work Schedule: Monday- Friday, 7:30 am - 4:00 pm 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. Participation in the seasonal influenza vaccination program is a requirement for all Department of Veterans Affairs Health Care Personnel (HCP). Qualifications To qualify for this position, applicants must meet all requirements by the closing date of this announcement. 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. 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. (Transcripts Required) 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. 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. 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: 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. 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. 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. GRADE DETERMINATIONS. In addition to the basic requirements for employment, the following criteria must be met when determining the grade of candidates. 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: 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. Ability to plan, organize, and coordinate clinical workflow and set short and long-term goals for the program. 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. Ability to develop policy, manage equipment requests, and provide workload analysis. Knowledge of all Connected Care programs and operations. Preferred Experience: Supervising telehealth teams, assigning tasks, evaluating performance, managing schedules, and handling disciplinary actions. Experience in setting up, managing, and troubleshooting telehealth systems and sessions. Proven ability to lead projects and programs that enhance telehealth efficiency and effectiveness. Skilled in analyzing performance data, generating reports, and recommending improvements. Familiarity with monitoring patient satisfaction and performance metrics. Experience in developing and delivering telehealth training and education programs. 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-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 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 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.
