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. 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 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; 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; 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; coordinating with vendors, Biomed and IT to upgrade and or replace Telehealth technologies to minimize impact on patient care; developing and coordinating a wide variety of standard operating procedures with full and complete technical advice to ensure telehealth operations are timely, efficient, and appropriate; providing standardized developed competency based training for telehealth technology, facilitating interactive simulations for clinical staff participating in telehealth programs; coordinating clinic set up and monitoring of workload capture and issues for all telehealth clinics and sites, to include interfacility workload; preparing the clinical environment, which may include preparing medical and telecommunications equipment to be used for clinical examination and treatment; serving as an imager and data manager for store and forward telehealth (SFT) clinical encounters including tasks such as capturing images, collecting data and transmitting them electronically for clinical review in accordance with VHA national guidelines; taking measures to ensure patient care is delivered safely by following appropriate procedures for the cleaning of clinical equipment and the care environment while following all patient safety guidelines, protocols, and procedures; ensuring that patient privacy is protected by complying with all information security and patient privacy regulations; receiving and scheduling requests for simple and complex intra-facility, and inter-facility telehealth appointments using an electronic resource-based scheduling system; monitoring and maintaining schedules of rooms, patients, technologies, clinical providers and presenters as needed to ensure efficient telehealth operations; providing established patient education via approved materials; supporting the Veteran in completing patient satisfaction surveys; communicating effectively with clinical and administrative staff at the assigned local site and those located at remote sites of care; ensuring assigned telehealth technologies are managed, inventoried, secured, ready for use, and accounted for by preparing and tracking maintenance work orders, information systems, inventory records, and communicating with National Telehealth Technology Help Desk to facilitate troubleshooting, repair, and coordination of replacement equipment as necessary. maintaining regular contact with other staff members and the Facility Telehealth Coordinator to work out process issues, equipment needs, problems, data collection and any other logistical issues; arranging and completing test video calls with Veterans to prepare the Veterans for clinical encounters using telehealth technologies; completing other duties as assigned. Work Schedule: Monday - Friday 8:00a - 4:30p 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.