Program Specialist

Summary The incumbent supports the Telehealth Program in collaboration with the Facility Telehealth Coordinator, assisting with clinical and business functions and daily operations. Responsibilities include developing and applying telehealth modalities, improving access and satisfaction, collaborating with community/VA partners, analyzing program data, and supporting planning and implementation of telehealth projects. Provides quality service to staff and Veterans. Responsibilities Duties and responsibilities include but are not limited to: Administrative Operations/Management Assist the Facility Telehealth Coordinator (FTC) with day-to-day telehealth program operations. Demonstrate leadership, experience, and innovative approaches to patient care management within the telehealth program. Collaborate with the FTC on program planning, including needs assessment, data analysis, consult/order pathway development, clinic activations, and scheduling pathway planning. Initiate and manage Master Telehealth Service Agreements (MTSA) and Telehealth Service Agreements (TSA) in the Telehealth Management Platform (TMP). Develop and communicate Standard Operating Procedures (SOPs) for all new programs and provide responsive training and reviews to staff. Serve as the facility TMP point of contact (POC), responsible for program oversight and building agreements. Provide day-to-day assistance with the Virtual Medical Room (VMR)/Video on Demand (VOD), including provider and veteran training and troubleshooting. Ensure the local Telehealth SharePoint site contains accurate, up-to-date resources for the telehealth team and staff. Verify completion of telehealth training and manage user access in TMP per Office of Connected Care policy. Assist FTC and Telehealth Technology Manager (TTM) in scheduling meetings, tracking appointments, and preparing meeting minutes. Coordinate administrative operations with the FTC and provide coverage during their absence. Collaborate and provide quality customer service to FTC, TTM, TCTs, AMSAs, line managers, staff, and Veterans. Manage the Virtual Health Resource Center with the My HealtheVet Coordinator, ensuring daily operations are staffed and covered. In the absence of the Telehealth Equipment Manager, perform telehealth equipment inventory, refresh processes, equipment procurements, and equipment transfers. Handle supply purchase requests, manage logistics and distribution to CBOCs and other sites as required. Perform other related duties as assigned. Program Analyst Functions Analyze and evaluate telehealth program operations and effectiveness in meeting local and network goals and objectives. Review and analyze quantitative and qualitative data for strategic planning, goal assessment, and continuous improvement. Evaluate new/proposed telehealth programs for need and impact in collaboration with the FTC. Review, analyze, and monitor program policies for compliance and quality assurance; track renewals of agreements and MOUs. Perform administrative tasks in data validation, productivity reporting, and workload analysis. Identify and address program concerns or improvements with the FTC; ensure required actions and outcomes. Analyze provider utilization; recommend distribution or redistribution of resources with the FTC. Participate in analysis of workload and related data for resource planning, using national tools/calculators. Perform other related duties as assigned. Program Support Duties Support FTC in development and support of Clinical Video Telehealth (CVT) programs, including: Creation, troubleshooting, and refinement of CVT technical processes and business procedures. SOP development for patient/provider scheduling, resource and inventory management, equipment setup, environment readiness, patient/provider preparation, safety, security/privacy, conducting video encounters, and post-encounter coding/closing. Support Store and Forward Telehealth (SFT) programs and the Regional Reading Center in coordination with FTC: Develop and support SFT technical and business processes, and SOPs similar to CVT. Manage ongoing staff training in Telehealth technology and serve as SME for new telehealth equipment. Provide coverage as needed for Telehealth Clinical Technicians, including TelePresenting or imaging tasks. Assist in resolving scheduling issues related to telehealth appointments and support TCTs as needed. Work Schedule: Monday through Friday, 7:30 a.m. to 4:00 p.m. Telework: This position may be authorized for telework. Telework eligibility will be discussed during the interview process. Virtual: This is not a virtual position. Position Description/PD#: Program Specialist/PD92727A Relocation/Recruitment Incentives: Not Authorized Critical Skills Incentive (CSI): Not Approved Permanent Change of Station (PCS): Not Authorized Requirements Conditions of Employment You must be a U.S. Citizen to apply for this job Selective Service Registration is required for males born after 12/31/1959 Subject to background/security investigation Selected applicants will be required to complete an online onboarding process. Acceptable form(s) of identification will be required to complete pre-employment requirements ( Effective May 7, 2025, driver's licenses or state-issued identification cards that are not REAL ID compliant cannot be utilized as an acceptable form of identification for employment. Participation in the seasonal influenza vaccination program is a requirement for all Department of Veterans Affairs Health Care Personnel (HCP) As a condition of employment for accepting this position, you will be required to serve a 1-year probationary period or 2-year trial period during which we will evaluate your fitness and whether your continued employment advances the public interest. In determining if your employment advances the public interest, we may consider: your performance and conduct; the needs and interests of the agency; whether your continued employment would advance organizational goals of the agency or the Government; and whether your continued employment would advance the efficiency of the Federal service. Upon completion of your probationary period or trial period, your employment will be terminated unless you receive certification, in writing, that your continued employment advances the public interest. Qualifications To qualify for this position, applicants must meet all requirements by the closing date of this announcement, 09/16/2026. Time-In-Grade Requirement: Applicants who are current Federal employees and have held a GS grade any time in the past 52 weeks must also meet time-in-grade requirements by the closing date of this announcement. For a GS-09 position, you must have served 52 weeks at the GS-07 level. The grade may have been in any occupation, but must have been held in the Federal service. An SF-50 that shows your time-in-grade eligibility must be submitted with your application materials. If the most recent SF-50 has an effective date within the past year, it may not clearly demonstrate you possess one-year time-in-grade, as required by the announcement. In this instance, you must provide an additional SF-50 that clearly demonstrates one-year time-in-grade. Note: Time-In-Grade requirements also apply to former Federal employees applying for reinstatement as well as current employees applying for Veterans Employment Opportunities Act of 1998 (VEOA) appointment. You may qualify based on your experience and/or education as described below Specialized Experience: You must have one year of specialized experience equivalent to at least the next lower grade GS-7 in the normal line of progression for the occupation in the organization. Examples of specialized experience would typically include, but are not limited to: assisting with day-to-day program operations; analyzing and evaluating program effectiveness; preparing reports, SOPs, or recommendations; coordinating or supporting telehealth or medical program activities; managing scheduling, administrative, or clerical functions; using computer applications such as Microsoft Office or electronic records systems; and operating independently with minimal supervision. OR, Education: Applicants may substitute education for the required experience. To qualify based on education for this grade level you must have a master's or equivalent graduate degree; OR two (2) full years of progressively higher-level graduate education leading to such a degree; OR an LL.B. or J.D., if related. NOTE: Transcripts must be submitted with your application materials. Education cannot be credited without documentation. OR, Combination: Applicants may also combine education and experience to qualify at this level. You must have a combination of specialized experience and graduate-level education (beyond the first year of graduate study) that together meet 100% of the qualification requirements for the GS-9 grade level. You will be rated on the following Competencies for this position: Technical Competence Planning and Evaluating Customer Service Organizational Performance Analysis Experience refers to paid and unpaid experience, including volunteer work done through National Service programs (e.g., Peace Corps, AmeriCorps) and other organizations (e.g., professional; philanthropic; religions; spiritual; community; student; social). Volunteer work helps build critical competencies, knowledge, and skills and can provide valuable training and experience that translates directly to paid employment. You will receive credit for all qualifying experience, including volunteer experience. Note: A full year of work is considered to be 35-40 hours of work per week. Part-time experience will be credited on the basis of time actually spent in appropriate activities. Applicants wishing to receive credit for such experience must indicate clearly the nature of their duties and responsibilities in each position and the number of hours a week spent in such employment. Physical Requirements: The work is primarily sedentary, but may require periods of standing during presentations, briefings, speeches, health fair activities, etc., although some slight physical effort may be required. There will be some walking around and moving equipment within the administrative offices and clinic areas within the mail medical center. For more information on these qualification standards, please visit the United States Office of Personnel Management's website at Education 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: 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: Additional Information VA Healthcare System Serving Ohio, Indiana and Michigan (VISN 10) advocates for a Whole Health System of care in each of the Medical Centers. This is an approach to healthcare that empowers and equips people to take charge of their health and well-being and live their lives to the fullest. As an employee operating in a Whole Health System of care, you will operate in a model with three core elements, seeking to create a personalized health plan for each Veteran. This is done in the context of healing relationships and healing environments and a connection back to the Veteran's community. This aligns with the Veterans Health Administration (VHA) Mission Statement to Honor America's Veterans by providing exceptional health care that improves their health and well-being. Receiving Service Credit for 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. This job opportunity announcement may be used to fill additional vacancies. 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.