Summary The Program Support Assistant (Home Telehealth) performs work in direct support of the Remote Patient Monitoring Home Telehealth program provides coordinated healthcare to Veterans across time and/or distance barriers using telecommunications technologies in accordance with VHA, VISN and facility level policies and procedures and supports VISN and facility strategic planning efforts with major duties and responsibilities. Responsibilities This position serves as a Program Support Assistant (Home Telehealth) GS-0303-07 located within the Office of Remote Patient Monitoring Home Telehealth program (RPM-HT) at the Veterans Affairs Northern California Health Care System (VANCHCS). The Veterans Affairs Northern California Health Care System (VANCHCS) is a Level 1 b facility and ranks among a complex system in the VA serving the VA Sierra Pacific Network (VISN 21). The VANCHCS offers a full range of comprehensive health care services including Dentistry, Geriatrics & Extended Care, Imaging, Medicine Services, Mental Health Services, Pathology & Laboratory Medicine Service, Primary Care, Radiation Oncology, Rehabilitation Services, Specialty Services, and Surgery. The VANCHCS offers several special medical programs to include Centers of Specialized Expertise, Home Health Services, Homeless Veteran Services, ICU Services, Pharmacy Specialized Services, Rurality, Spinal Cord Injury, Telehealth, and Women's Health Centers. The VANCHCS operates eleven community-based outpatient clinics (CBOCs) covering seven county areas. These outpatient clinics are in Chico, Fairfield, Mare Island, Martinez, McClellan, Oakland, Redding, Sacramento, and Yreka. Major duties include, but are not limited to the following: Administrative/Management Support Duties The incumbent will serve varied duties, non-routine and consist of handling data and coordination for program operations. Will serve as a point of contact for patients, medical center staff, VISN staff, Vendors and others who contact this office. The incumbent answers phone calls, monitors voicemails, reaches out to non-responders, and prioritizes calls. Functions as both technical and administrative to the HT Program. Will be responsible for managing the schedules of veterans on behalf of the HT Care Coordinator. Will track HT consults to ensure that patients are routed to the correct HT staff member, scheduled into the correct assessment or periodic evaluation clinic. Management duties consist of coordinating 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 HT program run as smooth and effectively as possible. Will function as backup timekeeper in the absence of the timekeeper for the HT program. The incumbent must fully comprehend the time and attendance requirements and responsibilities. Will ensure time and attendance requirements (reporting, leave administration, etc.) are adhered to by the staff members. Will set tours of duty and changes tours as needed. Prepares agendas and records minutes for the monthly or quarterly RPM- HT Meetings and telehealth meetings. Technical Support Work The incumbent will assist Veterans enrolled in HT and telehealth staff by troubleshooting equipment and virtual modalities that support veterans. Will assist in monitoring services, supplies, and equipment for the HT program. Will place LEAF requests for engineering work orders for maintenance, or information technology. Data Entry & ADPAC Responsibilities Implements nationally standardized protocols for incoming data, organizes and maintains patient data and retrieves a variety of computerized data. Reports any issues associated with data management to supervisor(s) to ensure accuracy of patient information and integrity of data associated with quality improvement initiatives. Will assist 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. Will master and maintain computer skills on a variety of software programs, e.g., MS Word, file management, VistA and VSE programs, EXCEL spreadsheets, CTM, etc. and communication tools such as MS Teams and huddle board. Will provide basic troubleshooting of staff problems with computer and application access, seeking to resolve problems prior to contacting IT. Serves as liaison between service and Ol&T, coordinates IT equipment replacement and moves. Serves as primary POC for contingency planning and operations in case of computer downtime. Assists in the onboarding new employees, ensuring access to TMS and that all mandatory courses are assigned and completed. Incumbent will complete other technical projects as needed to support the telehealth program. Work Schedule: Full Time , M - F 7:30 - 4:00 Telework: This position may be authorized for telework on a Ad-hoc basis only. Position Description/PD#: Program Support Assistant (OA)/PD029170 Requirements Conditions of Employment You must be a U.S. Citizen to apply for this job 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, 08/07/2026. 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: Performing responsibilities of the Geriatrics and Extended Care (GEC) Service from an administrative and clinical perspective; Ability to take data, formulate recommendations and draw conclusions from analysis of the data. Analytical skills to organize and present data; Knowledge of and thorough familiarity with Microsoft Word, Excel, Outlook, and PowerPoint are essential; Ability to access clinic data for management and tracking, especially the patient registry and clinic scheduling portions; Knowledge of personal computers and management information systems is necessary and also be utilize various PC applications; Organizational and management skills in order to plan for the daily operational issues. Interpersonal skills to be able to have successful interactions with patients, staff and the community; Ability to present effectively throughout the Medical Center and represent the GEC Service in many different forums; and Ability to possess good English oral and written communication skills and the ability to produce reports, prepare correspondence, and generally represent the service through written media. You will be rated on the following Competencies for this position: Administration and Management Attention to Detail Clerical Conflict Management Manages and Organizes Information 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 could also include walking, standing, bending, and carrying items such as paper, books, training materials, monitors, HT equipment, 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. 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 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.
