Lead Health Technician (Telehealth Clinical)

Veterans Health Administration•White City, OR

9d•Onsite

About The Position

The Lead Health Technician (Telehealth Clinical) provides direct leadership to a team of Telehealth Clinical Technicians and leads initiatives to improve telehealth care delivery for Veterans. The role provides high-level support, training, and advanced management of telehealth operations, typically at a clinical care delivery site such as a VA Medical Center, CBOC, or VA Outreach Clinic. Duties may require travel. The incumbent performs complex and specialized work in leadership, staff education, technology management, and project and program management across virtual care and telehealth initiatives. In addition to lead duties, the position is responsible for day-to-day telehealth services at the assigned location and between that location and remote care sites, and participates in development and advanced support of the facility-wide telehealth program. The role requires independent judgment, regular oversight and guidance of staff, and minimal direct supervision. Higher-level duties of significant scope, complexity, and variety must be performed at least 25% of the time. The position is scheduled Monday through Friday, 8:00 a.m. to 4:30 p.m. PST. Telework is not available, and this is not a virtual position. Relocation and recruitment incentives and permanent change of station are not authorized. The position's full performance level is GS-08.

Requirements

U.S. citizenship, subject to the stated VA exception for non-citizens when qualified citizens cannot be recruited.
Proficiency in written and spoken English.
One year of health care field experience demonstrating ability to perform the work or understanding of it, such as experience as a medical or clinical assistant or technician or health technician; alternatively, four academic years above high school leading to a bachelor's degree with occupation-related courses; or a qualifying combination of experience and education.
For GS-8, one year of experience equivalent to the next lower grade level.
Ability to work with a team to provide technical guidance and plan, organize, and coordinate Health Technician (Telehealth Clinical) activities, including distributing workload and monitoring work status, progress, and accuracy.
Leadership, interpersonal relations, and conflict-resolution skills for working with employees, team leaders, providers, and managers.
Effective communication skills, including preparing reports in various formats and presenting data to different organizational levels.
Knowledge of quality control, quality assurance procedures, and performance-improvement principles.
Skill in assessing and resolving complex workload-capture issues using multiple data sources.
Ability to develop and write complex instructions.
Knowledge of analytical and evaluative processes to independently resolve complex issues.
Unrestricted state driver's license.
Ability to pass a pre-employment physical examination and applicable background/security investigation; selected applicants are subject to required onboarding and other stated conditions of employment.
Must meet the position's physical requirements, including light carrying under 15 pounds, reaching above shoulders, use of fingers and both hands, walking, standing, operation of a motor vehicle, visual and hearing abilities, emotional and mental stability, prolonged sitting, and prolonged computer use.

Nice To Haves

Patient care experience.
Telehealth experience.
Cerner experience.

Responsibilities

Lead a team of telehealth staff by providing guidance and technical direction related to the telehealth program.
Work with the supervisor to develop team assignments that meet routine and unusual deadlines and priorities.
Distribute and balance workload and tasks among employees according to workflow, job specialization, and rotations.
Monitor team members' work and adjust day-to-day assignments according to established priorities.
Provide on-the-job training to new employees, including staff at CBOC sites, and instruct employees in specific tasks and job techniques.
Provide written instructions and reference materials to team members.
Monitor and report work status and progress to ensure priorities, methods, deadlines, and quality requirements are met.
Provide the supervisor with information concerning promotions, reassignment, outstanding performance recognition, and personal needs.
Collaborate with stakeholders using needs assessments, service agreements, and other tools to develop programs and processes aligned with healthcare-system strategic plans.
Review quality and performance data, including patient satisfaction surveys, image quality, performance metrics, and clinical wait times, and develop process improvements as needed.
Coordinate with vendors, Biomed, and IT to upgrade or replace telehealth technologies while minimizing impact on patient care.
Develop and coordinate standard operating procedures to support timely, efficient, and appropriate telehealth operations.
Serve as a telehealth preceptor by planning and delivering standardized training under program policies and directives.
Verify technologies and systems are functioning before training and confirm trainees have completed prerequisites.
Evaluate skills and competencies for initial certification and ongoing performance evaluation, provide remedial training, and report performance to the supervisor.
Manage facility inventory; register and maintain telehealth endpoints; and schedule multipoint video conference calls in the Telepresence Management System or a similar application.
Lead 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 workflows, and advise others about process trends.