Summary The Telehealth Clinical Technician will support & manage telehealth operations, while working as a member of the Patient Aligned Care Team (PACT) in Connect Care, acting independently, or with supervision from a licensed health care professional to perform clinical & administrative duties at the Glenwood Springs CBOC. Will also schedule simple & complex intra-facility & inter-facility telehealth appointments, installing, configuring, maintaining & troubleshooting technology. Responsibilities Prepares the clinical environment, which may include preparing medical & telecommunications equipment to be used for clinical examination & treatment. Serves as a tele presenter within scope of practice during clinical video telehealth (CVT) & VA Video Connect (WC) encounters. Serves as an imager & clinical data manager for store & forward telehealth (SFT) clinical encounters. Follows all patient safety guidelines, protocols, & procedures. Completes standardized clinical questionnaires & templates within scope of training & applicable guidelines. Ensures that patient privacy is protected by complying with all information security & patient privacy regulations. Schedules telehealth appointments using an electronic resource-based scheduling system. Screens patients for Telehealth modality & referring patients that do not meet established criteria to appropriate care. Monitors & maintaining schedules of rooms, patients, technologies, clinical providers & presenters as needed to ensure efficient telehealth operations. Communicates effectively with clinical & administrative staff at the assigned local site & those located at remote sites of care. Configures, installs, troubleshoots, cleans & performs minor routine maintenance of assigned telehealth technology. Provides established education & training to Veterans, staff & providers on the use of telehealth technologies & serves as a point of contact to answer questions & address concerns related to these technologies. Maintains knowledge of & skill in applying an extensive body of rules, procedures, & operations in telehealth-related technologies & a variety of computer hardware & software used for telecommunications, data entry & retrieval, record maintenance, document & report generation. Maintains regular contact with other staff members & the Facility Telehealth Coordinator to work out process issues, equipment needs, problems, data collection & any other logistical issues. Arranges and completes test video calls with Veterans to prepare the Veterans for clinical encounters using telehealth technologies. Collects clinical data for Veterans & document\s findings in the electronic health record. Ensures providers are aware of abnormal vital signs. Explains procedures & instruct veteran to disrobe & gown, remove footwear as required for examination, assist in draping & positioning. Assists with examinations, treatments, & procedures. Makes appropriate referrals & consultations for provider review as indicated by clinical reminders requiring intervention & follow up. Directs patients who come to clinic without an appointment to request medical care or services appropriately. Directs patients to location of services & other departments & escort when necessary. Responds to patients by phone, secure messaging or in-person resolving issue or triaging to appropriate team member. Transports patients to emergency & other departments as necessary. Observes suicidal patients & escorts to mental health services. Coordinates discharges from hospital & schedules follow up appointments. Promotes patient centered care utilizing interpersonal communication & health behavior coaching. Supports Veterans to complete whole health inventories & collaborates with the whole health team for delivery of patient centered care. Performs CPR & first aid procedures in emergencies. Answers telephone calls to clinic & processes telephone calls to appropriate service. Sorts & delivers facsimile correspondence. Reports scheduling conflicts to assistant nurse manager. Maintains recall list & assure patients appointed appropriately. Mails out appointment reminders and no-show letters. Requisitions medical records (laboratory, diagnostic reports & progress notes) & complete release of information forms. Assists with in-person authentication of MyHealtheVet. Enters work orders for maintenance. Orders supplies to include supplies for office work, Omnicell for clinic as needed. Coordinates care with utilization management & assist in obtaining authorization for further visits or procedures. Ensures exam rooms are stocked & clean. Ensures proper disposal of contaminated waste & disposable items. Inspects, cleans, & disinfects all Instruments & equipment & reports equipment problems. Work Schedule: Monday - Friday, 7:30am - 4:00pm. Telework: Not available. Virtual: This is not a virtual position. Functional Statement #: 58194-A / 58195-A Relocation/Recruitment Incentives: Not Authorized. Permanent Change of Station (PCS): Not Authorized. Requirements Conditions of Employment You must be a U.S. Citizen to apply for this job. All applicants tentatively selected for VA employment in a testing designated position are subject to urinalysis to screen for illegal drug use prior to appointment. Applicants who refuse to be tested will be denied employment with VA. Selective Service Registration is required for males born after 12/31/1959. Must be proficient in written and spoken English. You may be required to serve a probationary period. Subject to background/security investigation. Selected applicants will be required to complete an online onboarding process. Participation in the seasonal influenza vaccination program is a requirement for all Department of Veterans Affairs Health Care Personnel (HCP). Participation in the Coronavirus Disease 2019 (COVID-19) vaccination program is a requirement for all Veterans Health Administration Health Care Personnel (HCP) - See "Additional Information" below for details. Qualifications * This is an OPEN CONTINUOUS ANNOUNCEMENT and will remain open until January 31, 2025. The initial cutoff date for referral of eligible applications will be November 13, 2024. Eligible applications received after that date will be referred at regular intervals or as additional vacancies occur on an as needed basis until positions are filled. * Applicants pending the completion of educational or certification/licensure requirements may be referred and tentatively selected but may not be hired until all requirements are met. Basic Requirements: United States Citizenship. Non-citizens may only be appointed when it is not possible to recruit qualified citizens in accordance with VA Policy. Experience and Education. Experience. One year of experience in a health care field that demonstrates the applicant's ability to perform the work or provides an understanding of the work such as but not limited to a medical or clinical assistant (or technician) or health technician. OR Education. Four academic years above high school leading to a bachelor's degree with courses related to the occupation. OR Experience/Education Combination. Equivalent combination of experience and education are qualifying for entry level for which both education and experience are acceptable. Examples are listed below: Six months of experience in the health care field and two years of education above high school that included at least six semester hours in health care related courses such as, biological science, surgical technician courses, nursing assistant or other courses related to the position; or an associate's degree in a health care related field; or Six months of experience in the health care field and successful completion of a course for health care technicians, hospital corpsmen, or medical service specialists given by the U.S. Armed Forces. Certification. None Grade Determinations. In addition to the basic requirements for employment, the following criteria must be met when determining the grade of candidates. Health Technician -Telehealth Clinical, GS-5 (Entry Level) Experience or Education. None beyond the basic requirements. Assignment. This is an entry level Health Technician (Telehealth Clinical) position. It is expected that the Health Technician (Telehealth Clinical) receive guidance from more experienced staff members and require frequent and direct supervision. Assignments associated with this position include, but are not limited to, schedule telehealth appointments using an electronic scheduling system; obtain and document patient history and pertinent clinical information in electronic medical records; prepares the telehealth room where the Health Technician (Telehealth Clinical) readies the equipment for examination, establishes video conferencing connection, makes introductions between patient site and provider site; monitors and maintains electronic schedule of rooms, patients, technologies, and presenters; administers the patient satisfaction survey; cleans and performs minor routine maintenance of assigned telehealth technology. Health Technician -Telehealth Clinical, GS-6 (Full Performance Level) Experience. One year of experience equivalent to the next lower grade level. Demonstrated Knowledge, Skills, and Abilities (KSA). In addition to the experience above, the candidate must demonstrate all of the following KSAs: (a) Comprehensive knowledge of computer systems and programs to perform a variety of tasks. (b) Ability to communicate, consult, and interact with other members of the healthcare team, external relations, customer service and patient education. (c) Ability to provide and receive guidance and technical direction. (d) Ability to plan, organize, set priorities, work as a team member, and effectively complete assignments. (e) Ability to read, interpret, and apply complex written instructions. (f) Knowledge of general clinical policies and procedures in a healthcare environment. (g) Skilled in the use of telehealth technologies for the facilitation of telehealth clinical encounters. Assignment. This is considered the full performance level for this assignment. The Health Technician (Telehealth Clinical) performs a full range of duties and is responsible for day-to-day operation of the Connected Care Services. Assignments at this level include, but are not limited to, screening patients for Telehealth modality and referring patients that do not meet established criteria to appropriate care; communicating effectively with administrative and professional staff, and obtaining assistance for issues that may arise or backlogs that cannot be resolved in a timely manner. Responsible for performing imaging duties in accordance with VHA national telehealth guidelines such as: capture and transmission of clinical images and/or data, obtains consent as necessary, generates consults according to established procedures for each telehealth specialty, transmits images or clinical data to the electronic medical record, provides patient education regarding general anatomy, disease processes and prevention as appropriate, and takes appropriate action based on the providers' findings and recommendations. Responsible for facilitation of real-time Telehealth encounters by providing hands on assistance and reporting clinical observations under the direction of a licensed independent Practitioner or clinical specialist; schedules, confirms and coordinates Telehealth services between internal and external VA and non-VA sites; analyzes own work flow to determine potential problem areas and recommends corrective action to improve coordination between various units/facilities; has regular contact with the Facility Telehealth Coordinator to work out process issues, equipment needs, problems, data collection and any other logistical issues; responsible for conducting routine inventories and consistently tracking location/status of Telehealth technology located at assigned site; and communicates with National Telehealth Technology Help Desk to facilitate troubleshooting, repair, and coordination of replacement equipment as necessary. Preferred Experience: Familiarity with medical terminology, smart devices, virtual healthcare, appointment scheduling, & customer service. Reference: For more information on this qualification standard, please visit https://www.va.gov/ohrm/QualificationStandards/. The full performance level of this vacancy is GS-5. The actual grade at which an applicant may be selected for this vacancy is in the range of GS-5 to GS-6. Physical Requirements: The work requires some physical exertion such as prolonged periods of standing, bending, reaching, crouching, stooping, stretching, and lifting moderately heavy items such as manuals, record boxes, equipment or assisting patients. The work requires above average agility and dexterity. The incumbent may be required to travel between VA and/or Non-VA clinical care sites and possession of a valid driver's license may be required. Education IMPORTANT: A transcript must be submitted with your application if you are basing all or part of your qualifications on education. Note: Only education or degrees recognized by the U.S. Department of Education from accredited colleges, universities, schools, or institutions may be used to qualify for Federal employment. You can verify your education here: http://ope.ed.gov/accreditation/. If you are using foreign education to meet qualification requirements, you must send a Certificate of Foreign Equivalency with your transcript in order to receive credit for that education. For further information, visit: https://sites.ed.gov/international/recognition-of-foreign-qualifications/. Additional Information Receiving Service Credit or Earning Annual (Vacation) Leave: Federal Employees earn annual leave at a rate (4, 6 or 8 hours per pay period) which is based on the number of years they have served as a Federal employee. Selected applicants may qualify for credit toward annual leave accrual, based on prior work experience or military service experience. This credited service can be used in determining the rate at which they earn annual leave. Such credit must be requested and approved prior to the appointment date and is not guaranteed. During the application process you may have an option to opt-in to make your resume available to hiring managers in the agency who have similar positions. Opting in does not impact your application for this announcement, nor does it guarantee further consideration for additional positions. This job opportunity announcement may be used to fill additional vacancies. This position is in the Excepted Service and does not confer competitive status. VA encourages persons with disabilities to apply. The health-related positions in VA are covered by Title 38, and are not covered by the Schedule A excepted appointment authority. Pursuant to VHA Directive 1193.01, VHA health care personnel (HCP) are required to be fully vaccinated against COVID-19 subject to such accommodations as required by law (i.e., medical, religious or pregnancy). VHA HCPs do not include remote workers who only infrequently enter VHA locations. If selected, you will be required to be fully vaccinated against COVID-19 and submit documentation of proof of vaccination before your start date. The agency will provide additional information regarding what information or documentation will be needed and how you can request a legally required accommodation from this requirement using the reasonable accommodation process. If you are unable to apply online or need an alternate method to submit documents, please reach out to the Agency Contact listed in this Job Opportunity Announcement. Under the Fair Chance to Compete Act, the Department of Veterans Affairs prohibits requesting an applicant's criminal history prior to accepting a tentative job offer. For more information about the Act and the complaint process, visit Human Resources and Administration/Operations, Security, and Preparedness (HRA/OSP) at The Fair Chance Act.