Lead Health Technician - Telehealth Clinical

Telehealth Lead

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;
• Serving as the work leader, monitors the status and progress of team members' work and makes day-to-day adjustments in accordance with established priorities;
• Giving on-the-job training to new employees. Instructing employees in specific tasks and job techniques, making available written instructions and reference materials for use by team members in the accomplishment of tasks or projects;
• 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;
• Reporting to the supervisor on training needs of employees and conduct or performance issues;
• 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.
• Independently reviewing quality and performance data (e.g. patient satisfaction surveys, image quality, performance metrics, clinic wait times) for Telehealth programs effectiveness and satisfaction and developing process improvements as required;
• 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;
• Maintaining national certification and serving as a Telehealth Preceptor to independently plan and carry out standardized developed training in accordance with established telehealth program policies and directives.
• Maintain knowledge of current standard practices;
• Leading performance improvement activities aimed at improving the efficiency of the patient telehealth processes;
• Supporting designated, complex telehealth programs that require advanced technical skillsets.

Full performance level assignments associated with this position include, but are not limited to:

• Preparing the clinical environment, which may include preparing medical and telecommunications equipment to be used for clinical examination and treatment;
• Completing standardized clinical questionnaires and templates within scope of training and applicable guidelines;
• Ensuring that patient privacy is protected by complying with all information security and patient privacy regulations;
• Screening patients for Telehealth modality and referring patients that do not meet established criteria to appropriate care;
• 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;
• Supporting, Coordinating and/ or directly configuring, installing, troubleshooting, cleaning, and performing minor routine maintenance of assigned telehealth technology;
• Providing education and training to Veterans and clinicians on the use of telehealth technologies and serving as a point of contact to answer questions and address concerns related to these technologies;
• 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;
• Other duties as assigned.

Work Schedule: M-F, 7:30am-4:00pm

Recruitment Incentive (Sign-on Bonus): Not Authorized.

Telework: Not Authorized

Virtual: This is not a virtual position.

Functional Statement #: 613250

Permanent Change of Station (PCS): Not Authorized