Summary The Program Support Assistant (Telehealth-OA) is located within the Office of Connected Care Service at the San Francisco VA Health Care System. The primary purpose of the position is to provide Telehealth scheduling support, clerical and administrative support for the Connected Care Programs: Clinical Video Telehealth, VA Video Connect, Store and Forward Telehealth. Functions as point of contact for computer software and computer equipment for Telehealth. Responsibilities Major Duties and Responsibilities : Serves as a Program Support Assistant for the Telehealth Program, Reports directly to the Supervisory Clinical Admin. Specialist, and provides assistance to the Facility Telehealth Coordinator, CBOC Telehealth Clinical Technicians, and other staff in the Telehealth Program. Duties are varied, non-routine and consist of handling data and coordination for program operations. Serves as a point of contact for patients, medical center staff, VISN staff, and others who contact this office. Answers phone calls, monitors voicemails and prioritizes calls. He/she will assist with any future Connected Care proposals/projects that are implemented. Responsible for managing the schedules for the Clinical Video Telehealth, and Store and Forward Telehealth programs. Tracks Clinical Video and Store and Forward Telehealth programs. Ensures that patients are routed to the correct Telehealth staff member, scheduled into the correct Telehealth clinic, and at the correct VA facility. Coordinates program support work schedules with patient availability, resolving any issues experienced during the education and installation process, and ensuring the day to day operations of the Telehealth programs run as smooth and effectively as possible. Functions as backup timekeeper for the Telehealth program and may also cover other Connected Care programs if needed/requested. Prepares agendas and records minutes for the monthly Connected Virtual Care Committee Meetings and telehealth meetings. Assists with training and readiness calls for iPad set up, troubleshooting, monitoring services, supplies, and equipment for the Telehealth program. Places engineering work orders for maintenance, key requests, or information technology. Implements nationally standardized protocols for incoming data, organizes and maintains patient data and retrieves a variety of computerized data. Assists in collecting, compiling and/or tracking statistical information in support of program operations and to access status or outcomes in relation to established performance measures, goals, and objectives. Uses a variety of software programs, e.g., MS Word, file management, VISTA and VSE programs, EXCEL spreadsheets, etc. and communication tools such as MS Teams and the V-DMS communication board. Responsible for the request of new user accounts (Windows, leave web site, email, etc), PIV access, assigns service-specific menus and keys. Will assist in setting up remote access when appropriate. Assists in the onboarding new employees, ensuring access to TMS and that all mandatory courses are assigned and completed. Other duties as needed to support the telehealth program. Work Schedule: Monday - Friday, 8:00AM - 4:30PM Telework: This position is not authorized for telework. Virtual: This is not a virtual position. Position Description/PD#: Program Support Assistant (Analysis/Oa)/PD01925A Relocation/Recruitment Incentives: Not Authorized Critical Skills Incentive (CSI): Not Authorized Permanent Change of Station (PCS): Not Authorized PCS Appraised Value Offer (AVO): 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 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. Participation in the seasonal influenza vaccination program is a requirement for all Department of Veterans Affairs Health Care Personnel (HCP) As a condition of employment for accepting this position, you will be required to serve a 1-year probationary period 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 probationary period or trial period, your employment will be terminated unless you receive certification, in writing, that your continued employment advances the public interest. Qualifications To qualify for this position, applicants must meet all requirements by the closing date of this announcement, 06/26/2026. Time-In-Grade Requirement: Applicants who are current Federal employees and have held a GS grade any time in the past 52 weeks must also meet time-in-grade requirements by the closing date of this announcement. For a GS-07 position you must have served 52 weeks at the GS-06. The grade may have been in any occupation, but must have been held in the Federal service. An SF-50 that shows your time-in-grade eligibility must be submitted with your application materials. If the most recent SF-50 has an effective date within the past year, it may not clearly demonstrate you possess one-year time-in-grade, as required by the announcement. In this instance, you must provide an additional SF-50 that clearly demonstrates one-year time-in-grade. Note: Time-In-Grade requirements also apply to former Federal employees applying for reinstatement as well as current employees applying for Veterans Employment Opportunities Act of 1998 (VEOA) appointment.You may qualify based on your experience as described below: Specialized Experience: You must have one year of specialized experience equivalent to at least the next lower grade GS-06 in the normal line of progression for the occupation in the organization. Examples of specialized experience would typically include, but are not limited to: provide scheduling support, clerical and administrative support; coordinates computer software access and equipment; preform timekeeping function; and provides support department programs via collection, analysis, and initiatives. Proficiency Requirement: In addition to meeting experience or education requirements, applicants for these positions must show possession of the following skills, as appropriate. Applicants may meet these requirements by passing the appropriate performance test, presenting a certificate of proficiency from a school or other organization authorized to issue such certificates by the Office of Personnel Management local office, or by self-certifying their proficiency. Performance test results and certificates of proficiency are acceptable for 3 years. Agencies may verify proficiency skills of self-certified applicants by administering the appropriate performance test: 40 words per minute typing speed Preferred Experience: Telehealth experience, ADPAC and Computer (MS office, EXCEL, etc.) experience, Timekeeping, Telehealth Scheduling, Data Analysis/Mining, Unmatched Episodes of Care resolution, Consult and RTC management. You will be rated on the following Competencies for this position: Administration and Management Clerical Computer Skills Data Management Teamwork 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. Note: A full year of work is considered to be 35-40 hours of work per week. Part-time experience will be credited on the basis of time actually spent in appropriate activities. Applicants wishing to receive credit for such experience must indicate clearly the nature of their duties and responsibilities in each position and the number of hours a week spent in such employment. Physical Requirements: The work is sedentary. The incumbent sits comfortably to do the work. The job also includes walking, standing, bending, and carrying light items such as paper, books, training materials, monitors, etc. For more information on these qualification standards, please visit the United States Office of Personnel Management's website at https://www.opm.gov/policy-data-oversight/classification-qualifications/general-schedule-qualification-standards/. Education There is no educational substitution at this grade level. Additional Information Receiving Service Credit for 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. This job opportunity announcement may be used to fill additional vacancies. 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.
