Program Support Assistant (OA)

Program Support Assistant (Home Telehealth)

This position serves as a Program Support Assistant (Home Telehealth) GS-0303-07 located within the Office of Remote Patient Monitoring Home Telehealth program (RPM-HT) at the Veterans Affairs Northern California Health Care System (VANCHCS). The Veterans Affairs Northern California Health Care System (VANCHCS) is a Level 1 b facility and ranks among a complex system in the VA serving the VA Sierra Pacific Network (VISN 21). The VANCHCS offers a full range of comprehensive health care services including Dentistry, Geriatrics & Extended Care, Imaging, Medicine Services, Mental Health Services, Pathology & Laboratory Medicine Service, Primary Care, Radiation Oncology, Rehabilitation Services, Specialty Services, and Surgery. The VANCHCS offers several special medical programs to include Centers of Specialized Expertise, Home Health Services, Homeless Veteran Services, ICU Services, Pharmacy Specialized Services, Rurality, Spinal Cord Injury, Telehealth, and Women's Health Centers. The VANCHCS operates eleven community-based outpatient clinics (CBOCs) covering seven county areas. These outpatient clinics are in Chico, Fairfield, Mare Island, Martinez, McClellan, Oakland, Redding, Sacramento, and Yreka.

Major duties include, but are not limited to the following:

• The incumbent will serve varied duties, non-routine and consist of handling data and coordination for program operations.
• Will serve as a point of contact for patients, medical center staff, VISN staff, Vendors and others who contact this office.
• The incumbent answers phone calls, monitors voicemails, reaches out to non-responders, and prioritizes calls.
• Functions as both technical and administrative to the HT Program.
• Will be responsible for managing the schedules of veterans on behalf of the HT Care Coordinator.
• Will track HT consults to ensure that patients are routed to the correct HT staff member, scheduled into the correct assessment or periodic evaluation clinic.
• Management duties consist of coordinating program support work schedules with patient availability, resolving any issues experienced during the education and installation process, and ensuring the day-to-day operations of the HT program run as smooth and effectively as possible.
• Will function as backup timekeeper in the absence of the timekeeper for the HT program.
• The incumbent must fully comprehend the time and attendance requirements and responsibilities.
• Will ensure time and attendance requirements (reporting, leave administration, etc.) are adhered to by the staff members.
• Will set tours of duty and changes tours as needed.
• Prepares agendas and records minutes for the monthly or quarterly RPM-HT Meetings and telehealth meetings.

Technical Support Work

• The incumbent will assist Veterans enrolled in HT and telehealth staff by troubleshooting equipment and virtual modalities that support veterans.
• Will assist in monitoring services, supplies, and equipment for the HT program.
• Will place LEAF requests for engineering work orders for maintenance, or information technology.

Data Entry & ADPAC Responsibilities

• Implements nationally standardized protocols for incoming data, organizes and maintains patient data and retrieves a variety of computerized data.
• Reports any issues associated with data management to supervisor(s) to ensure accuracy of patient information and integrity of data associated with quality improvement initiatives.
• Will assist in collecting, compiling and/or tracking statistical information in support of program operations and to access status or outcomes in relation to established performance measures, goals, and objectives.
• Will master and maintain computer skills on a variety of software programs, e.g., MS Word, file management, VistA and VSE programs, EXCEL spreadsheets, CTM, etc. and communication tools such as MS Teams and huddle board.
• Will provide basic troubleshooting of staff problems with computer and application access, seeking to resolve problems prior to contacting IT.
• Serves as liaison between service and Ol&T, coordinates IT equipment replacement and moves.
• Serves as primary POC for contingency planning and operations in case of computer downtime.
• Assists in the onboarding new employees, ensuring access to TMS and that all mandatory courses are assigned and completed. Incumbent will complete other technical projects as needed to support the telehealth program.

Work Schedule: Full Time, M - F 7:30 - 4:00

Telework: This position may be authorized for telework on a Ad-hoc basis only.

Position Description/PD#: Program Support Assistant (OA) / PD029170