Program Specialist

Program Specialist

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#: PD92727A

Relocation/Recruitment Incentives: Not Authorized

Critical Skills Incentive (CSI): Not Approved

Permanent Change of Station (PCS): Not Authorized