The Lead Health Technician (Telehealth Clinical) provides direct leadership to a team of Telehealth Clinical Technicians as well as leading initiatives designed to improve the delivery of care to Veterans using telehealth. The incumbent 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. Primary responsibilities of the incumbent include: Maintaining certification as a telehealth preceptor in order to deliver advanced telehealth training and evaluation of the competencies of clinicians and/or less experienced telehealth staff members, supporting clinical telehealth encounters for both the patient and provider locations by serving as the tele-presenter within scope of practice, functioning as an imager and data manager for telehealth store and forward applications, managing real time clinical telehealth events, providing established patient education, and providing technical and administrative support of telehealth operations. Additional responsibilities will include: Evaluating telehealth operations and supporting performance improvement efforts, providing technical support to end-users, scheduling simple and complex intra-facility and inter-facility telehealth appointments, installing, configuring, maintaining, and troubleshooting technology, and performing a variety of program support duties as assigned. The Health Technician (Telehealth Clinical) might be certified and function as a preceptor for Clinical Video and/or Store and Forward Telehealth Operations. The activities of the incumbent are governed in accordance with relevant VHA, VISN and facility regulations, standards, and guidance including telehealth operations manuals, guidelines, and specialty supplements. These activities shall be consistent with national, VISN, and facility level policies and procedures; and support national, VISN, and facility strategic goals. Functions or Scope of Assigned Duties: The Lead Health Technician (Telehealth Clinical) provides an array of complex and specialized duties related to leadership, staff education, technology management, as well as project and program management for all dimensions of virtual care and telehealth initiatives. In addition to lead duties, the incumbent maintains responsibility for day-to-day operation of telehealth services at the assigned location and between the assigned location and remote sites of care as well as participating in the programmatic development and advanced support of the facility-wide telehealth program. The incumbent is expected to be able to exercise independent judgement and is responsible to regularly provide oversight and guidance to other staff members and will require minimal direct supervision. This lead position functions above the full performance level and therefore requires the performance of higher-level duties which must consist of significant scope, complexity (difficulty) and range of variety and be performed by the incumbent at least 25% of the time. The higher-level duties associated with this lead-level position may include, but are not limited to: -leading a team of telehealth staff by providing guidance and technical direction relating to the telehealth program; -working with the supervisor to develop assignments for team members in order to meet routine and unusual deadlines and priorities; -distributing and balancing workload and tasks among employees in accordance with established workflow and/or job specialization and required rotations; -serving as the work leader, monitors the status and progress of team members' work and makes day-to-day adjustments in accordance with established priorities; -giving on-the-job training to new employees (local and at the CBOC sites).Instructing employees in specific tasks and job techniques, making available written instructions and reference materials for use by team members in the accomplishment of tasks or projects; -monitoring and reporting on the status and progress of work to ensure that the supervisor's instructions on work priorities, methods, deadlines and quality have been met; -providing information to the supervisor concerning promotions, reassignment, recognition of outstanding performance, and personnel needs; reporting to the supervisor on training needs of employees and conduct or performance issues; -resolving simple, informal complaints of employees and referring others, such as formal grievances and appeals, to the supervisor or an appropriate management official; -using a needs assessment, service agreements and other tools, 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. Work Schedule: Monday-Friday, 8:00am to 4:30pm Financial Disclosure Report: Not required
Providing Health Care for Veterans: The Veterans Health Administration is America’s largest integrated health care system, providing care at 1,255 health care facilities, including 170 medical centers and 1,074 outpatient sites of care of varying complexity (VHA outpatient clinics), serving 9 million enrolled Veterans each year.