Health Technician (Telehealth Clinical) Advanced

Veterans Health Administration • Pensacola, FL

12d • Onsite

About The Position

The Health Technician (Telehealth Clinical) Advanced performs a full range of duties supporting the day-to-day operation of telehealth services at an assigned location and between that location and remote care sites. The position also participates in program development and provides advanced support for the facility-wide telehealth program. The full performance level and vacancy grade are GS-07.

The technician coordinates and maintains telehealth equipment and software, provides competency-based training to patients and staff, supports clinic scheduling and workload monitoring, and contributes to performance improvement and quality assurance. The role supports complex telehealth programs, completes clinical questionnaires and templates within training and guidelines, protects patient privacy, and helps patients use telehealth services. Work is performed in an office or clinic setting and involves collaboration with local and remote clinical and administrative teams.

The schedule is Monday through Friday, 7:30 a.m. to 4:00 p.m., and may change based on facility needs. This is not a virtual position. Relocation and recruitment incentives and permanent change-of-station benefits are not authorized.

Requirements

• U.S. citizenship is required, subject to the stated limited exception for non-citizen appointments when qualified citizens cannot be recruited.
• Proficiency in written and spoken English.
• Meet the basic experience or education requirement: one year of health care field experience; or four academic years above high school leading to a bachelor's degree with occupation-related coursework; or a qualifying combination of experience and education.
• For GS-07 Advanced, one year of experience equivalent to the GS-06 level.
• Demonstrate ability to use independent technical judgment to analyze, evaluate, and resolve problems.
• Knowledge of quality control, quality assurance, and performance improvement procedures and principles.
• Ability to function effectively while managing competing priorities.
• Knowledge of telehealth equipment maintenance and troubleshooting.
• Ability to work with a team to provide technical guidance and plan, organize, and coordinate health technician activities, including distributing workload and monitoring work status, progress, and accuracy.
• Ability to assist with Health Technician (Telehealth Clinical) development, outcome management, and strategic planning.
• Ability to transfer knowledge successfully regarding the use of telehealth technologies.
• Proficiency in written and spoken English for direct patient-care work.
• Must pass a pre-employment physical examination and, if tentatively selected for a testing-designated position, pre-employment urinalysis for illegal drug use.
• Must undergo a background/security investigation, complete required onboarding and application steps, and serve a one- or two-year trial period.
• Must participate in the seasonal influenza vaccination program and may be required to undergo annual TB screening or testing.
• Must be able to lift, push, and pull more than 20 pounds; frequently transition between sitting and standing; and manipulate and hold telehealth equipment, including positioning a camera to take images.
• Ability to communicate effectively with patients, educate them about the purpose of visits, provide excellent customer service, and work effectively with remote telehealth teams.

Nice To Haves

• One year of patient-care experience.
• One year of experience troubleshooting and maintaining computers and software.
• Experience with data entry, telephone answering, tracking, and supply processing.
• Experience with videoconferencing technology and use of a camera.
• Experience with consults.
• Experience assisting patients with technology.

Responsibilities

• Coordinate, install, maintain, and manage inventory of telehealth hardware and software, with assistance from Biomedical Engineering and IT.
• Provide standardized, competency-based training, guidance, and information on advanced telehealth technologies to patients, staff, and providers.
• Develop standardized competency-based telehealth technology training and facilitate interactive simulations for clinical staff.
• Participate in performance improvement activities to improve the efficiency of patient telehealth processes.
• Develop reporting procedures, sampling techniques, and measurements to identify and analyze weaknesses in telehealth work and procedures.
• Coordinate clinic setup and monitor workload capture and issues for assigned patient and provider clinics, including telehealth resource-based scheduling.
• Support designated complex telehealth programs requiring advanced technical skills.
• Complete standardized clinical questionnaires and templates within training and applicable guidelines while protecting patient privacy and complying with information security requirements.
• Receive and schedule simple and complex intra-facility and inter-facility telehealth appointments using an electronic resource-based scheduling system.
• Refer patients to providers for telehealth screening.
• Monitor and maintain schedules for rooms, patients, technologies, clinical providers, and presenters to support efficient telehealth operations.
• Provide patient education using approved materials and support Veterans in completing patient satisfaction surveys.
• Communicate effectively with clinical and administrative staff at the assigned site and remote sites of care.
• Install and troubleshoot telehealth technology; manage inventory; clean equipment; and perform minor routine maintenance.
• Call Veterans to remind them of appointments and reschedule when needed.
• Analyze reports and complete required tasks.

Benefits

• Federal employees and their families have access to a range of federal benefits; eligibility depends on position type and other factors.
• Prior work or military service may qualify for credit toward annual leave accrual, subject to request and approval.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level