Supervisory Health Technician (Telehealth Clinical)

Veterans Health Administration • Commerce, CA

11d • Onsite

About The Position

This position is within the GLA Healthcare System at the Commerce Clinic in the Connected Care service. The incumbent directly supervises a team of Health Technicians (Telehealth Clinical) and may supervise other telehealth staff. The role provides high-level support, training, and advanced management of telehealth operations and is typically based at a clinical care delivery site. Duties may require travel between VA and/or non-VA clinical care sites.

The supervisor manages staffing and performance, including assigning and balancing work, setting priorities, monitoring quality and progress, developing performance plans, evaluating employees, providing training and guidance, and addressing performance or conduct issues. The position coordinates with the Facility Telehealth Coordinator, stakeholders, vendors, Biomedical Engineering, and IT to maintain and improve telehealth operations, equipment, procedures, and programs.

The role reviews quality and performance data, analyzes telehealth demand and utilization, develops process improvements and standard operating procedures, and prepares reports for facility and VISN leadership. It also manages telehealth endpoints and multipoint video conference scheduling in the Telepresence Management System or a similar application, and provides competency-based training, skills validation, and remedial training for telehealth staff and providers. The position supports complex telehealth programs requiring advanced technical skills.

Requirements

• U.S. citizenship, subject to the stated exception for non-citizens when qualified citizens cannot be recruited under VA policy.
• One year of experience in a healthcare field demonstrating ability to perform the work or understanding of it; or four academic years above high school leading to a bachelor's degree with occupation-related courses; or a qualifying combination of healthcare experience and education.
• For the GS-9 grade, one year of experience equivalent to the next lower grade level.
• Ability to perform the full range of supervisory duties, including work assignment, performance evaluations, staff selection, and recommendations for awards, advancements, and disciplinary actions.
• Ability to plan, organize, and coordinate clinical workflow and set short- and long-term program goals.
• Ability to work independently, set priorities, delegate tasks, meet multiple deadlines, analyze organizational problems, and develop and implement effective solutions to optimize quality, efficiency, performance, and productivity.
• Ability to develop policy, manage equipment requests, and provide workload analysis.
• Knowledge of Connected Care programs and operations.
• Proficiency in written and spoken English.
• Subject to background/security investigation and required online onboarding; acceptable identification is required for pre-employment requirements.
• Must pass a pre-employment physical evaluation and participate in the seasonal influenza vaccination program.
• Successful applicants must serve a one- or two-year trial period and receive written certification for continued employment upon its completion.
• Education used to qualify must be from an institution recognized by the U.S. Department of Education; foreign education requires a Certificate of Foreign Equivalency and transcript.
• The work requires physical exertion, including prolonged standing, bending, reaching, crouching, stooping, stretching, and lifting moderately heavy items; above-average agility and dexterity are required.
• Travel between VA and/or non-VA clinical care sites may be required; a valid driver's license may be required.

Nice To Haves

• Telehealth Clinical Technician (TCT) lead experience is preferred.

Responsibilities

• Directly supervise telehealth team members, including assigning, amending, or rejecting work and ensuring production and accuracy requirements are met.
• Develop performance plans, recommend standards and ratings, evaluate performance, recommend promotions and reassignments, recognize outstanding performance, and address performance or conduct issues.
• Create and modify work schedules, oversee attendance, and review and approve leave while maintaining adequate staffing for telehealth duties.
• Provide guidance and technical direction on the telehealth program and related administrative matters.
• Coordinate with the Facility Telehealth Coordinator to develop assignments and facilitate facility telehealth operations.
• Distribute and balance workload and tasks in accordance with workflow, job specialization, and required rotations; monitor progress and adjust work according to established priorities.
• Ensure work instructions, priorities, methods, deadlines, and quality standards are followed.
• Ensure new employees receive on-the-job training and have access to written instructions and reference materials.
• Collaborate with stakeholders to develop programs and processes aligned with healthcare system strategic plans, and identify ways to simplify or improve procedures.
• Review quality and performance data, including patient satisfaction, image quality, performance metrics, and clinic wait times, and develop process improvements as needed.
• Coordinate with vendors, Biomedical Engineering, 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.
• Provide competency-based training in telehealth technology and facilitate interactive simulations for clinical staff.
• Compile and analyze data and statistics, and prepare integrated reports assessing telehealth impact, demand, and utilization for facility and VISN leadership.
• Register and maintain telehealth endpoints and schedule multipoint video conference calls in the Telepresence Management System or a similar application.
• Ensure standardized competency-based training is provided to telehealth staff and providers; coordinate prerequisites, system checks, skills observation and validation, initial certification, ongoing performance evaluation, and remedial training.
• Support designated complex telehealth programs requiring advanced technical skills.
• Maintain knowledge of current standard practices.

Benefits

• Federal employees and their families have access to a comprehensive benefits package.
• Annual leave accrual may be credited for qualifying prior work or military service, subject to request and approval before appointment.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed