Program Specialist

Job TitleProgram SpecialistDutiesProvides technical support and consultative assistance for all Telehealth and Connected Care programs, technologies and systems.Installs, configures, activates, and tests equipment, related peripherals, applications and software.Provides training to the clinical staff on proper use of Telehealth and Connected Care technologies and systems.Organizes and implements testing for compatibility of systems and equipment with remote sites.Conducts site visits to determine educational and technical needs.Provides technical support to Clinic-Based and Home Telehealth programs.Evaluates communication hardware/software and troubleshoots network related problems in technology/system operational settings.Provides technical support and participation in the integration and testing of Telehealth networks.Troubleshoots communication issues and repairs and maintains equipment.Monitors the local Telehealth communications network activity.Files activity reports include a log of trouble tickets, technical reports, and site assessments.Schedules and provides Telehealth technology maintenance, readiness, and downtime.Incumbent is a resource to offsite technicians and IT staff providing guidance, support, planning, and consultative services.Conducts analysis of all CBOCs within VAMC/Healthcare System with VISN and Regional impact.Develops and coordinates a wide variety of standard operating procedures with full and complete technical advice for telehealth technologies to ensure they are secured, ready for use within required/established timeframes and accounted for.Prepares and tracks maintenance work orders, information systems, inventory records, and communicates with the National Telehealth Technology Help Desk (NTTHD) to facilitate troubleshooting, repair, and coordination of replacement equipment as necessary.Maintains responsibility for facility inventory management and registering and maintaining telehealth end points and scheduling of simple and complex intra-facility, and interfacility telehealth appointments and multi-point video conference calls in the Telehealth Management Platform or other similar electronic resource-based scheduling system/application.In collaboration with the FTC, resolves audit/inspection activities for all Clinical Telehealth and Connected Health activities.Incumbent serves as a liaison with the VISN and work groups designated by the FTC. These links will be used by the incumbent to develop tracking mechanisms for various initiatives, progress reports and monitoring facility Telehealth equipment and workload activity issues for monthly status reports.Develops methods for automating reports using a variety of software packages and applying judgment in selecting the most appropriate software type; and modifies the existing tracking system to correct problems, or establishes a database management system to improve tracking methods.Analyzes and integrates program technical, workload, and patient enrollment information.Independently reviews quality and performance data (e.g. patient satisfaction surveys, image quality, performance metrics, clinic wait times, etc.) for Telehealth and Connect Care program effectiveness and satisfaction and develops process improvements as required.Analyzes statistical and demographic data to support program development and to aid in the establishment of goals and objectives.Identifies, selects and approves appropriate software types (spreadsheets, database, word processing, etc.) to meet program needs based on an understanding of the functional capabilities and limitations of each, and the similarities, differences and integration of the software types.Serves as a contact and resource person for individuals requesting information about Telehealth and Connected Care programs, furnishing them with the desired information or directing them to the appropriate resource.Acts as a liaison for the FTC between the different programs and is responsible for identifying and resolving problem areas between the different areas.Communicates as required between various parties concerning meeting arrangements or necessary changes to meeting arrangements.Assists as required in booking of Telehealth video equipment, meeting rooms/venues, preparation of agendas/minutes and tracking follow-up items related to the meeting.Assists FTC and/or assigned staff in preparing for meetings/presentations.Collects data and develops information to be presented or included in reports.Serves as a resource person to the Telehealth and Connected Care program and/or assigned representatives and ensures that needed information is provided in a timely manner.Performs other related duties as assigned.Work ScheduleMonday - Friday, 7:30am-4:00pmTeleworkThis position may be authorized for ad-hoc telework at supervisor discretionPosition Description/PD#:Program Specialist/ PD000000Relocation/Recruitment Incentives:Not Authorized